Responsibilities:

1. Develop and execute strategies to elevate the overall customer experience in alignment with the restaurant’s brand and objectives.
2. Collaborate with the CVO to create entertainment strategies that enhance the unique identity of the restaurant.
3. Act as the primary liaison between the Customer Experience Department and other departments, ensuring fluid collaboration.
4. Coordinate and facilitate communication between Guest Relations and Entertainment teams to achieve shared objectives.
5. Lead, mentor, and guide team members in the sub-groups, fostering a positive and collaborative work environment.
6. Conduct regular team meetings, set performance expectations, and evaluate the overall effectiveness of the department.
7. Prepare schedules, agendas, and necessary documentation for team activities, meetings, and events.
8. Collaborate with the Marketing Department to synchronize promotions with the overall customer experience strategy.
9. Continuous Improvement:
10. Establish and monitor key performance indicators (KPIs) for the entire Customer Experience Department.
11. Collaborate with the Finance Department to develop and manage budgets for the Customer Experience Department and ensure proper resource allocation within the department to meet financial targets.
12. Work with the Training Manager to identify training needs and facilitate ongoing professional development for the department.
13. Ensure team members are equipped with the skills and knowledge necessary to excel in their roles.
14. Address escalated customer issues or internal challenges within the department, working collaboratively to find effective solutions.
15. Prepare regular reports for the general manager, summarizing the performance of the Customer Experience Department and offering insights for strategic decision-making.
16. Ensure that they collect, store, and process customer data in compliance with relevant data privacy regulations.
17. Handle customer complaints and disputes per legal requirements and industry best practices.
18. Implement a formal complaint handling process, providing avenues for dispute resolution or mediation, and ensuring timely and appropriate resolution of customer issues to avoid escalation to regulatory authorities or legal action.
19. Follow up on all legal registrations such as licenses alongside the Group public relations manager.
20. Develop schedules, conduct training, and manage performance reporting.
21. Oversee adherence to standard operating procedures (SOPs) in coordination with the training manager.
22. Collaborate with the product manager to design uniforms for the respective personnel.
23. Develop and conduct training programs for bottle presentation, ensuring a consistent and high-quality customer experience.
24. Maintain records and manage data related to customer interactions.
25. Utilize data for informing customers through various channels for personalized communication.
26. Compile and sort data for the creation of a loyalty program.
27. The Head Hostess at the branch oversees daily operations, while the Head of Guest Relations manages other relations.
28. Handle reservation requests and manage the reservation system.
29. Ensure accurate and efficient allocation of tables, considering customer preferences.
30. Interact with customers to understand their needs, preferences, and feedback.
31. Address and resolve customer complaints or concerns promptly and professionally after complaints are reported (aftercare e.g., a customer has had a bad experience at the restaurant, the CED follows-up the next day to ensure the customer feels okay.)
32. Address and resolve customer complaints or concerns promptly and professionally after complaints are reported (aftercare e.g., a customer has had a bad experience at the restaurant, the CED follows-up the next day to ensure the customer feels okay.)
33. Act as a liaison between customers and other departments to ensure swift resolution of issues.
34. Coordinate special occasions, celebrations, and events for guests I collaboration with the respective personnel.
35. Ensure a seamless and memorable experience for guests celebrating milestones.
36. Stay informed about the menu, daily specials, and promotions and provide detailed information about dishes, ingredients, and preparation methods to guests when reservations are being made (notify them on the pre-order option).
37. Implement upselling and cross-selling by recommending additional items, such as drinks or desserts, to enhance the dining experience to customers during reservation.
38. Communicate special offers, discounts, or promotions to guests.
39. Identify and recognize VIP guests, ensuring personalized and exceptional service.
40. Build relationships with regular customers, enhancing loyalty and repeat business.
41. Manage special requests, such as dietary restrictions or specific seating preferences, for VIP guests.
42. Ensure VIPs receive extra attention and a personalized experience.
43. Request and collect feedback from customers about their experience.
44. Use feedback to identify areas for improvement and report to the customer experience manager.
45. Collaborate with the kitchen and service staff to ensure smooth operations and timely service of all orders received during reservation.
46. Communicate guest preferences and special requests to the relevant teams.
47. Conduct follow-up calls or emails to gather post-visit feedback and address any outstanding concerns.
48. Implement and manage customer loyalty programs to encourage repeat business.

Requirements and qualifications

1. Bachelor’s degree in tourism hospitality management, business administration, marketing, or a related field.
2. 3 – 5 Years of Experience working as Customer Experience Manager, preferably in Hospitality Industry.
3. Experience in team management
4. Excellent in using Microsoft Office Packages, (Outlook, Excel, Word)
5. Strong Interpersonal skills, Empathy, and ability to anticipate and address customer needs.
6. Excellent in Problem-solving skills, and proficiency in conflict resolution.
7. Good Communication skills;  Must Speak and Write good English language.
8. A customer-centric mindset, attention to detail, and the capacity to foster a positive atmosphere are also essential traits.

HOW TO APPLY.

Upload your CV here. Only shortlisted candidates are to be contacted.

APPLICATION DEADLINE: 10^th May 2024.