Overview


The Guest Relations Officer (GRO) is responsible for ensuring an exceptional guest experience by maintaining high service standards, handling guest interactions, resolving concerns, and supporting smooth restaurant operations. The role requires strong communication skills, customer service expertise, and experience in fine dining or premium hospitality environments.

Key Responsibilities


• Welcome and engage with guests to create a positive dining experience.

• Address guest queries, concerns, and feedback in a professional manner.

• Ensure guest satisfaction and maintain service excellence standards.

• Coordinate with restaurant and service teams for smooth operations.

• Handle guest complaints and implement service recovery measures when required.

• Support reservation management and guest seating coordination.

• Build strong customer relationships and encourage repeat business.

• Maintain professional grooming, hospitality standards, and brand image.

• Assist management in improving overall guest experience initiatives.