Guest Service Agent

1 week ago

Subang Jaya, Selangor, Malaysia Sunway City Kuala Lumpur Hotels Full time

Position :
Guest Service Agent -

(International Restaurant Brand - Sunway Resort Hotel and Spa)


A Restaurant Guest Service Agent plays a key role in providing exceptional customer service and ensuring a positive dining experience for guests in a restaurant.

They are responsible for greeting and seating guests, managing reservations, handling inquiries and complaints, and coordinating with the restaurant staff to deliver a high level of service.

Restaurant Guest Service Agents typically report to the Restaurant Manager or the Front-of-House Manager.

Responsibilities:

Greeting and Seating Guests:

Welcome guests with a warm and friendly demeanor, and escort them to their tables. Assist with seating arrangements, taking into account guest preferences, group sizes, and table availability.

Reservation Management:

Customer Service:

Provide excellent customer service by promptly addressing guest inquiries, concerns, and special requests in a courteous and professional manner. Communicate wait times, menu specials, and restaurant policies to guests to manage expectations effectively.

Menu Knowledge:

Familiarize yourself with the menu items, ingredients, preparation methods, and any specials or promotions. Answer questions about the menu, including dietary restrictions, allergens, portion sizes, and cooking methods.

Problem Solving:

Address guest complaints or issues with empathy and professionalism, aiming to resolve them to the guest's satisfaction. Escalate significant concerns or complex situations to the appropriate supervisor or manager when necessary.

Coordination with Service Staff:

Communicate guest preferences, special requests, and any relevant information to the service staff, including servers and food runners. Ensure smooth coordination between guests and the restaurant team to deliver exceptional service.

Waiting Area Management:

Maintain an organized and tidy waiting area, ensuring it is clean, comfortable, and visually appealing. Keep guests informed about their wait times and provide updates as necessary.

Cash Handling and Billing:

Process guests' payments accurately, including cash, credit cards, or other forms of payment. Provide accurate itemized bills, handle cash transactions responsibly, and ensure the security of personal and payment information.

Communication and Coordination:


Foster effective communication with the kitchen staff, servers, and management to ensure smooth operations and a seamless dining experience for guests.

Relay any relevant information or special requests to the appropriate team members.

Cleanliness and Hygiene:

Maintain cleanliness and hygiene standards in the guest service area, including the host/hostess station, waiting area, and entrance. Ensure adherence to health and safety regulations and hygiene practices.

Requirements:

-
Malaysian Citizen:

-
SPM or STPM / Diploma in F&B Services / Hospitality Management:

-
Previous experience as a host/hostess, guest service agent, or in a customer service role is preferred
:

-
Excellent communication and interpersonal skills to interact effectively with guests, staff, and management.

  • Strong organizational skills to manage reservations, seating arrangements, and administrative tasks efficiently.
  • Friendly and approachable demeanor with a passion for providing exceptional customer service.
  • Attention to detail to ensure accuracy in reservation management, seating assignments, and guest preferences.
  • Ability to multitask and remain calm under pressure in a fastpaced environment.
  • Knowledge of restaurant operations, menu items, and food and beverage offerings.
  • Basic math skills for cash handling, bill calculation, and processing payments.
  • Flexibility to work in shifts, including evenings, weekends, and holidays.
  • Knowledge of computer systems and reservation management software is a plus.

Benefits:

  • Dental insurance
  • Health insurance

Schedule:

  • Afternoon shift
  • Day shift
  • Holidays
  • Rotational shift
  • Weekend jobs

Ability to commute/relocate:

  • Subang Jaya: Reliably commute or planning to relocate before starting work (required)

Shift availability:

  • Day Shift (preferred)
  • Night Shift (preferred)
Application Deadline: 12/31/2023

Expected Start Date: 08/01/2023

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