Guest Relations Executive (HighHouse/Nova)

• Answer incoming calls from customers in a professional, friendly, and efficient manner.
• Take orders and process reservations, while providing information on menu items, specials, and promotions.
• Assist customers with inquiries about operating hours, location, and services.
• Resolve customer complaints or issues promptly, striving to exceed customer expectations.
• Maintain a thorough understanding of OUE Sky’s offerings, policies, and procedures.
• Accurately enter orders and reservation notes into the CRM system (SevenRooms) and confirm details with customers.
• Provide recommendations for menu items, specials, and promotions to boost sales.
• Manage order changes, cancellations, and communicate updates with customers in a timely manner.
• Ensure customer records in the system are accurately updated and maintained.
• Collaborate with the Guest Relations, Kitchen, and Operations teams to ensure smooth and efficient service.
• Follow all company policies and procedures, including those related to safety, hygiene, and data protection.
• Perform additional administrative tasks, such as generating paperwork, compiling reports, or assisting the outlet, as assigned by the Head of Guest Relations.

Requirements

• High school diploma or equivalent (required); a degree in hospitality or customer service is a plus.
• Previous experience in customer service, call centre, or restaurant settings is preferred.
• Excellent verbal communication skills and a professional phone demeanour.
• Strong problem-solving skills with the ability to handle customer complaints effectively and with empathy.
• Ability to work independently in a fast-paced environment and stay organized under pressure.
• Familiarity with restaurant menus, brand offerings, and company procedures.
• Strong attention to detail, with the ability to multitask and prioritize effectively.
• Proficiency in basic computer skills (Microsoft Office) and experience with CRM software (SevenRooms, TripleSeat).

Benefits

• Annual Leave, Family Care Leave & Paid Medical Leave
• Annual Wage Supplement
• Performance Bonus & Annual Salary Increment
• Group Medical, Hospitalisation & Dental Insurance
• Long Service Award
• Professional Growth & Development
• Education Assistance
• External Training Sponsorship
• Staff Discounts
• Staff Referral Scheme
• Staff Meals Provided