Guest Experience Officer

Main Function

The Guest Experience Officer is responsible for delivering a seamless, personalised, and memorable dining experience for all guests in a luxury restaurant setting. The role focuses on guest engagement, reservations coordination, service recovery, and ensuring that every touchpoint reflects the restaurant's brand, elegance, and service standards.

Guest Experience & Relations

• Welcome guests warmly on arrival, ensuring a polished and personalised first impression
• Manage guest seating in coordination with the host and service team to optimise flow and comfort
• Identify and attend to VIP guests, repeat diners, and special occasions (birthdays, anniversaries, proposals)
• Proactively engage guests during their dining experience to anticipate needs and preferences
• Handle guest feedback, complaints, and service recovery professionally to ensure satisfaction

Reservations & Pre-Arrival Coordination

• Manage table reservations via phone, email, walk-ins, and online reservation platforms
• Ensure accuracy of guest details, dining preferences, special requests, and seating requirements
• Coordinate pre-arrival arrangements such as special décor, menu preferences, dietary requirements, and celebrations
• Communicate reservation details clearly to the floor, kitchen, and management teams

Communication & Coordination

• Liaise closely with service staff, kitchen, and management to ensure seamless guest experiences
• Communicate guest preferences, VIP notes, and special instructions effectively
• Support the front-of-house team during peak periods to maintain service excellence

Administration & Reporting

• Maintain accurate guest records, reservation logs, and preference profiles
• Update guest history to support personalised future visits
• Assist with basic reporting on guest feedback, dining trends, and special events when required