Job description for Guest Relations of F&B at Pad Thai Padel Bali
Position Overview
The Guest Relations F&B is responsible for creating a warm, personalized, and memorable dining experience for every guest. The role acts as the key link between guests and the F&B team, ensuring excellent service, smooth communication, and guest satisfaction from arrival to departure.
Key Responsibilities
- Welcome and greet guests in a warm, professional, and personalized manner.
- Assist guests with restaurant seating, menu explanations, and special requests.
- Build strong relationships with regular, VIP, and returning guests.
- Provide detailed knowledge of food, beverages, ingredients, dietary requirements, and restaurant concepts.
- Recommend dishes and beverages according to guest preferences.
- Coordinate closely with Service, Kitchen, Bar, Reservations, and Management teams.
- Monitor guest satisfaction throughout the dining experience and proactively address concerns.
- Handle guest complaints professionally and find appropriate solutions in coordination with management.
- Collect and communicate guest feedback to the F&B management team.
- Maintain accurate records of guest preferences, special occasions, allergies, and service notes.
- Assist with special events, private dining, celebrations, and VIP experiences.
- Follow up with guests when necessary to ensure satisfaction and encourage repeat visits.
- Maintain a polished, professional appearance and consistently represent the restaurant's brand standards.
- Support the team during busy periods and assist with overall restaurant operations when required.
Guest Experience Standards
- Deliver personalized and attentive service without being intrusive.
- Anticipate guest needs and provide proactive solutions.
- Demonstrate excellent communication and interpersonal skills.
- Maintain a positive, calm, and professional attitude at all times.
- Create genuine connections with guests while respecting privacy and boundaries.
Requirements
- Previous experience in guest relations, hospitality, restaurant, hotel, or F&B operations.
- Excellent English communication skills; additional languages are an advantage.
- Strong knowledge of food and beverage is preferred.
- Excellent interpersonal and problem-solving skills.
- Well-groomed, confident, friendly, and service-oriented personality.
- Able to work under pressure in a fast-paced hospitality environment.
- Strong attention to detail and ability to multitask.
- Flexible to work shifts, weekends, and public holidays.
- Passionate about hospitality and creating memorable guest experiences.
Key Performance Indicators
- Guest satisfaction and positive guest feedback.
- Effective handling and resolution of guest complaints.
- Repeat guest and VIP relationship management.
- Quality and accuracy of guest preference records.
- Effective communication between Guest Relations and F&B operations.
- Contribution to upselling and overall restaurant revenue.
- Consistent compliance with service and brand standards.
