Job Description

• Establish rapport with guests, maintaining good relationship and handle all guest feedback, complains, service recovery, requests and enquiries on food, beverage and services in a timely manner
• Be the key contact person to personally look after the event organisers, in order to ensure that all operating departments involved, are following through the event requirements seamlessly; personally and frequently verifying that guests attending the events/patronising the outlets are receiving the best possible service in a consistent fashion and to pre-empt/ spot possible shortfalls, providing solutions to remediate it in a timely manner
• Cooperate and communicate with the Guest Relations Teams and Outlets Managers, to ensure high level of guest experience, delivering all Forbes standards at all times
• Drive customer’s loyalty/ repeat business, high guest return ratio
• Drive events demand for new and return business in all outlets, continuously seeking ways to gather events contacts and leads for all outlets
• Develop and maintain a systematic F&B guest database, increasing the quality of this database by segment, making the best use of MaRc system capabilities
• Make the best use of social media platforms effectively for F&B marketing activities, working closely with the Marcoms team
• Propose new financial avenues and trends for events and effective outlet positioning, with focus on low demand periods, exceeding top and bottom line financial results
• Continuously seek ways to assist the F&B department to maximise their revenues and profits through networking events, partnerships and cooperation
• Exceeds guest satisfaction indexes, including Tripadvisor ranking, Market Metrix, Forbes, FHR and other key service audits
• Exceeds staff satisfaction index as well as training target hours per staff. Coordinate training needs with the Outlets Leaders, at times conducting them, especially product knowledge, up-selling and Forbes standards, ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner
• Project at all times a positive and motivational attitude and exercise self-control
• Drive Up-Selling programs in all outlets, proposing new ways to deliver the target results
  

• Minimum Diploma in a related discipline with 3-5 years of managerial experience in hospitality industry
• Organised and able to multi -task in a fast paced environment
• Execellent interpersonal skills