GRO Restaurant

Guest Relations Officer (GRO) / Reception

DOEUN – Korean Fine Dining & Grill

Position Purpose

The Guest Relations Officer (GRO) at DOEUN is fully responsible for managing guest relations, reservation systems, and seating flow to ensure a personalized, elegant, and consistently high-standard dining experience. This role also supports the restaurant’s revenue objectives through refined, experience-driven sales practices aligned with DOEUN’s brand values.

---

Key Responsibilities

1. Reservation Management & Seating Strategy

Manage all reservation channels (telephone, WhatsApp, online platforms) accurately and strategically prepare and execute daily seating plans with consideration for:

• Service rhythm

• Kitchen capacity

• Guest profiles and preferences

• Handle waitlists, schedule changes, cancellations, and no-shows professionally

• Coordinate closely with the Restaurant Manager, Captains, and Kitchen team regarding daily capacity and guest flow

---

2. Guest Experience & Relationship Management

• Welcome and farewell guests with professionalism, warmth, and elegance in accordance with DOEUN standards
• Build long-term relationships with guests, including regular and VIP clientele
• Record and utilize guest data (preferences, allergies, celebrations, dining habits)
• Proactively and discreetly handle guest inquiries, special requests, and potential concerns

---

3. Sales Support & Revenue Experience

• Introduce and promote restaurant offerings in a natural and refined manner, including but not limited to:

  • Private Rooms
  • Weekly Promotions
  • Daily Specials
  • Chef’s Menu and seasonal offerings

• Guide guests toward experiences best suited to their occasion and intent, rather than price alone

• Contribute to revenue optimization without compromising guest comfort or brand integrity

---

4. Front-of-House Operational Coordination

• Act as the primary liaison between guests, service floor, kitchen, and management
• Brief service teams on VIP guests, special reservations, and key guest notes
• Ensure the reception area remains composed, orderly, and reflective of DOEUN’s fine dining image
• Support management in implementing operational standards and reservation policies

---

Candidate Qualifications & Profile

• Minimum 3–4 years of experience as a GRO / Receptionist in fine dining or premium hospitality
• Excellent communication skills with a confident and polished appearance
• Highly organized, detail-oriented, and able to perform under pressure with composure
• Strong understanding of high-standard service and experience-based sales
• Fluent in Bahasa Indonesia and English proficiency.
• High level of professionalism, discretion, and brand loyalty
• Present and conduct yourself in a pleasantly confident manner.

---

Key Performance Indicators (KPIs)

• Accuracy and efficiency of reservation management
• Guest satisfaction and repeat visitation
• Smooth seating flow and minimal guest complaints
• Contribution to private room utilization and promotional programs
• Consistency in professionalism and service standards