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F&B Guest Relations Manager - Chinese Restaurant

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Mandarin Oriental Hotel Group

21d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need a relevant degree or diploma, luxury F&B experience, strong guest relations skills, social media insight, excellent English, and ideally Arabic. Must excel in a fast-paced environment.
  • You will enhance guest experiences through personalized service, manage feedback systems, oversee operations, coordinate with departments, and lead the hostess team to ensure satisfaction and loyalty.

Requirements

  • High School qualification or equivalent.
  • Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
  • Proven experience in a guest relations or management role within a luxury hotel or high-end restaurant.
  • Strong knowledge of food and beverage operations, with a deep understanding of luxury service standards.
  • Market understanding is a must, mostly relying on experience in restaurants that mainly focus on the Dubai residents.
  • Social media knowledge and understanding the impact of social media influencers.
  • Previous experience in guest relations roles is preferred.
  • Experience from upscale standalone restaurants or luxury hotels is required.
  • Ability to understand guest needs and expectations and to deliver superior customer service through own initiative and through driving and motivating the team accordingly.
  • Proven ability to successfully support, motivate and lead a large and diverse team.
  • Excellent verbal and written communication skills in English.
  • Verbal and written communication skills in Arabic or other languages are essential.
  • Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues.
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

Responsibilities

  • Consistently implement robust Customer Relationship Management process to ensure database is accurate at all times for guest recognition.
  • Develop and maintain strong relationships with guests, anticipating their needs and ensuring a personalized dining experience.
  • Implement and manage guest feedback systems to gather insights and drive continuous improvement in service quality.
  • Monitor and analyze guest feedback and satisfaction metrics, reporting findings and recommending actions to enhance the dining experience.
  • Support the Restaurant Manager in all operational and administrative aspects of the restaurant.
  • Prioritise high level of guest engagement and have an absolute focus on collaborating with other departments to ensure guests return.
  • Oversee the daily operation of the outlet and manage hostess shifts effectively to assure a smooth and effective overall operation.
  • Maintain a good relationship and steady communication with the front office, concierge team and restaurant reservations team, particularly during in house long stay guests.
  • Ensure that reservations are managed well within the outlet and seating capacities are effectively maximised.
  • Assist the Restaurant Manager to plan and execute special promotional activities for the outlets and plan for festive season events related to the outlet.
  • Take full control over group bookings for the restaurant, in coordination with the F&B Groups Reservations in charge.
  • Observe the competition, current market and international trends, prices with the market and other new ideas and forward them to the Restaurant Manager.
  • Provide leadership, direction, and support to all outlet colleagues at any time, particularly during the operation hours and mainly focusing on the hostess team.
  • Give feedback and coaches hostesses for motivation and improvement.
  • Encourage proactive, efficient, and effective inter-departmental communication within and beyond the F&B division to promote a climate of teamwork and enthusiasm.
  • Provide necessary trainings for the hostess team. Routine role plays during the operation and sit-down trainings regarding administration.
  • As this is the key importance of this role, being able to communicate effectively with other departments as well as key people across the city is a must. Being well connected and providing smooth access to all main events and venues throughout the city.
  • Being fully in charge of making guests profiles and maintaining them with updated preferences and key features that keep the guest coming back.
  • Strong anchor at the door to ensure smooth guest arrival.
  • Daily brief and communicate with all hostesses about the daily target and reservations highlighting special attention and guests’ preferences.
  • Personally monitor and follow through on any requirements of VIP guests.
  • Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs).
  • Constantly drive and motivate the team to create specific WOW moments to surprise and delight guests in the restaurants.
  • Handle effectively any kind of customer complaints being verbal or written.

FAQs

What is the primary role of the F&B Guest Relations Manager at Mandarin Oriental Downtown, Dubai?

The primary role of the F&B Guest Relations Manager is to serve as a key liaison between guests and F&B operations, ensuring that every guest receives a personalized and memorable dining experience while handling any issues professionally.

What qualifications are preferred for this position?

A Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred, alongside proven experience in a guest relations or management role within a luxury hotel or high-end restaurant.

Is previous experience in guest relations necessary for this role?

Yes, previous experience in guest relations roles is preferred for the F&B Guest Relations Manager position.

What skills are essential for performing well in this job?

Essential skills include strong knowledge of food and beverage operations, excellent communication skills in English, and preferably in Arabic or other languages, exceptional organizational skills, and the ability to multitask in a fast-paced environment.

Does the job require evening and weekend availability?

Yes, flexibility to work a variety of shifts, including evenings, weekends, and holidays, is required as per business needs.

What are the key responsibilities related to guest relations in this position?

Key responsibilities include communicating effectively with guests, maintaining guest profiles with updated preferences, monitoring VIP guest requirements, and ensuring customer satisfaction from arrival to departure.

How do you ensure that guest feedback is utilized?

The F&B Guest Relations Manager is responsible for implementing and managing guest feedback systems, monitoring guest satisfaction metrics, and reporting findings to drive continuous improvement in service quality.

What is the importance of social media knowledge in this role?

Social media knowledge is crucial as it helps understand the impact of social media influencers, which can significantly affect guest perceptions and engagement.

What is the expected interaction with other departments?

The F&B Guest Relations Manager is expected to encourage proactive inter-departmental communication to promote teamwork and collaboration across various teams, such as the front office and concierge team.

What kind of dining experiences does the role aim to create?

The role aims to create personalized dining experiences that anticipate guests' needs and drive memorable moments, including creating specific WOW moments to surprise and delight guests in the restaurant.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.