Job description for Guest Relation Officer at Lolas Cantina Mexicana
At Lolita’s, we believe great guest experiences start before the guest even takes their seat. We are looking for a Guest Relation Officer (GRO) who is organized, attentive, and confident in managing reservations while ensuring a smooth guest flow throughout the restaurant.
Job Responsibilities
- Monitor and manage restaurant reservations from multiple booking channels and ensure all information is accurately updated in the reservation system.
- Handle reservation requests, modifications, cancellations, and special requests.
- Manage the waitlist during busy periods and provide clear information to guests regarding waiting times.
- Coordinate table allocation and seating arrangements based on reservations, restaurant capacity, and operational flow.
- Monitor guest arrivals, late arrivals, and no-shows to maximize table utilization.
- Coordinate closely with the Host/Hostess, Service Team, and Management to ensure smooth guest flow.
- Communicate important guest information, special occasions, and requests to the relevant team.
- Welcome and assist guests professionally and provide support for reservation-related inquiries.
- Identify potential reservation or operational issues and escalate them when necessary.
- Support the team in maintaining a positive and seamless guest experience, especially during peak hours.
Job Requirement
- Minimum 1 year of experience in Guest Relations, Host/Hostess, Restaurant Reservation, Front Office, or a similar hospitality role.
- Good understanding of restaurant operations, table management, and guest flow.
- Experience using reservation systems or booking platforms is preferred.
- Strong communication and interpersonal skills.
- Good command of English, both spoken and written.
- Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
- Friendly, confident, presentable, and service-oriented.
- Able to work well with different teams and remain calm during busy periods.
