F&B Guest Relations

Job description

You will be the first point of contact for guests in the Riyadh restaurant, creating a welcoming and organized dining experience. Greet guests warmly and seat them according to the floor plan, ensuring fair distribution among staff. Maintain comprehensive knowledge of the dining room layout, capacity, operating hours, dress code, and pricing. Manage reservations efficiently by recording and confirming bookings per departmental standards. Answer phone calls within three rings using proper salutations and professional etiquette. Promptly inform management of any reservation changes or cancellations during your shift. Review the reservation book daily, pre-assign tables, and follow up on special guest requests. Keep menus and check folders clean, organized, and sufficiently stocked. Maintain a clean and organized Guest Relations stand at all times. Monitor guest reactions and coordinate with management to ensure satisfaction and address concerns quickly. Anticipate busy periods and organize waiting line procedures efficiently. Respond accurately to guest inquiries and provide information on hotel services and activities. Handle guest complaints professionally following established procedures for immediate resolution. Assist restaurant staff when requested to optimize service and maintain a cooperative environment. Oversee table clearing and resetting according to departmental standards. Promote food and beverage outlets during slower periods. Maintain high standards of personal appearance, hygiene, and professional presentation. Report for duty punctually in the correct uniform and name tag. Comply with all hotel policies, fire safety, health regulations, and local laws. Attend required training sessions and meetings. Remain flexible and willing to expand duties to meet business and guest service needs.

Requirements

• Diploma or degree in vocational hospitality (preferred)
• minimum one year of experience in a 4‑5 star hotel environment or equivalent hospitality experience
• excellent verbal and written communication skills in English
• proficiency in Arabic is a plus
• strong organizational and multitasking abilities with keen attention to detail
• proficient phone etiquette and reservation management skills
• demonstrated ability to work efficiently in a fast‑paced, high‑volume environment
• exceptional customer service orientation with genuine empathy and cultural sensitivity
• problem‑solving skills and ability to handle guest concerns with professionalism and grace
• collaborative mindset and ability to work effectively with diverse teams
• flexibility to adapt to changing circumstances and willingness to support team members
• knowledge of restaurant operations, table management, and dining service standards
• ability to maintain composure and resilience under pressure
• professional appearance and commitment to high hygiene standards
• familiarity with local customs and cultural practices in Riyadh, Saudi Arabia
• basic cash handling knowledge and ability to assist with cashiering procedures

Skills