Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service.
• Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.
• Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
• Ensures corrective action is taken to continuously improve service results.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).
