19 Oct
Jumeirah Hotels & Resorts
Dubai
Job Summary: An opportunity has arisen for a Head Guest Relations Executive to join our team at Jumeirah Marsa Al Arab. This role is responsible for ensuring exceptional guest experiences by leading the guest relations team and optimizing service delivery throughout the dining experience.Responsibilities:
- Oversee and lead a team of hostesses, ensuring adherence to Restaurant Reservations Standard Operating Procedures (SOP) while optimizing table allocation and guest flow.
- Maintain a continuous presence at the restaurant hostess desk to warmly welcome guests upon arrival, ensuring efficient seating and service.
- Manage dining reservations and coordinate special food and beverage events for guests,
facilitating effective communication with restaurant staff and other departments.
- Assess guest needs and expectations accurately, providing personalized recommendations and assistance while demonstrating a thorough understanding of menu offerings and dietary preferences.
- Ensure prompt and efficient response to all guest requests, consistently delivering exceptional service and hospitality.
- Maintain extensive knowledge of all in-house services, including dining options, amenities, and local attractions to enhance the guest experience.
- Demonstrate in-depth familiarity with the menu to confidently address guest inquiries, recommend dishes, and highlight specials or promotions, contributing to increased guest satisfaction and sales.
- Answer incoming calls within three rings, using the JI Standard script to deliver professional and informative responses to inquiries and reservation requests.
- Monitor and maintain the cleanliness and organization of the hostess desk area,
ensuring compliance with grooming and uniform standards.
- Develop and implement training programs for hostesses to enhance service skills and ensure consistent service excellence.
- Collect and analyze guest feedback to identify areas for improvement, implementing changes to enhance service quality.
- Coordinate with the kitchen and service staff to ensure smooth operation during peak hours, addressing any issues that arise promptly.
Requirements:
- Minimum of one and a half years of experience as a hostess in a reputable hospitality brand or standalone restaurant, with a focus on fine dining preferred.
- Prior experience in a leadership role, overseeing a team of hostesses or similar direct reports, demonstrating effective managerial and team coordination skills.
- Excellent communication skills, with the ability to engage guests, understand their preferences, and relay information effectively to the F&B; team.
- Proficiency in English is required; additional language skills (Spanish, French, Arabic, Russian, German, Mandarin, and/or Greek) are highly desirable.
- Impeccable grooming and professional appearance, adhering to the restaurant's uniform and elevated grooming standards.
- Strong problem-solving skills, with the ability to remain calm under pressure and handle guest complaints or issues effectively.
- Proficiency in using reservation management software and Microsoft Office applications.
- Ability to work flexible hours, including evenings, weekends, and holidays, as required by the restaurant's operational needs.
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