Guest Relation Officer

At Lola’s, we believe great guest experiences start before the guest even takes their seat. We are looking for a Guest Relation Officer (GRO) who is organized, attentive, and confident in managing reservations while ensuring a smooth guest flow throughout the restaurant.

Job Responsibilities

• Monitor and manage restaurant reservations from multiple booking channels and ensure all information is accurately updated in the reservation system.
• Handle reservation requests, modifications, cancellations, and special requests.
• Manage the waitlist during busy periods and provide clear information to guests regarding waiting times.
• Coordinate table allocation and seating arrangements based on reservations, restaurant capacity, and operational flow.
• Monitor guest arrivals, late arrivals, and no-shows to maximize table utilization.
• Coordinate closely with the Host/Hostess, Service Team, and Management to ensure smooth guest flow.
• Communicate important guest information, special occasions, and requests to the relevant team.
• Welcome and assist guests professionally and provide support for reservation-related inquiries.
• Identify potential reservation or operational issues and escalate them when necessary.
• Support the team in maintaining a positive and seamless guest experience, especially during peak hours.

Job Requirement

• Minimum 1 year of experience in Guest Relations, Host/Hostess, Restaurant Reservation, Front Office, or a similar hospitality role.
• Good understanding of restaurant operations, table management, and guest flow.
• Experience using reservation systems or booking platforms is preferred.
• Strong communication and interpersonal skills.
• Good command of English, both spoken and written.
• Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
• Friendly, confident, presentable, and service-oriented.
• Able to work well with different teams and remain calm during busy periods.