Job Description – Restaurant Receptionist and Guest Experience
Key Roles & Responsibilities
1. Guest Experience: Welcome guests, manage seating and inquiries, and ensure a positive dining experience.
2. Phone & WhatsApp: Attend calls and messages promptly, handle reservations, inquiries, and customer orders.
3. Order Coordination: Accurately record phone/WhatsApp orders and coordinate with the kitchen for timely preparation.
4. Delivery Dispatch: Monitor delivery platform orders, verify order accuracy and packaging, and coordinate timely rider pickups.
5. Delivery Platform Management: Manage platform portals, cancellations, complaints, refunds, and disputes, including challenging incorrect deductions.
6. Customer Feedback: Collect and monitor customer reviews, ratings, and complaints; coordinate resolutions and escalate recurring issues.
7. Reporting & Follow-up: Maintain records of complaints, refunds, disputes, and order issues; report unresolved matters to management.
Key Expectations: Excellent customer service, prompt communication, accurate order handling, timely dispatch, and effective complaint resolution.
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