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
