Job Description

1. Mission To ensure high customer service satisfaction (4/5) 2. Key outcomes Know Maria\'s products thoroughly, including food & beverage Read comprehensively on beef steaks and have an advance knowledge Create and complete new system(s) as per request Support all marketing & operation initiatives and ensure executed accurately Complete Reports Timely - customer service reports, service recovery reports, etc Handle all customers\' complaints Manage Customer Relations budget Build good relationship with customers Conduct minimum 1 staff-training bi-monthly per outlet, inclusive of Role Plays - Train staff to have the ability to upsell to increase average spending per head. Refer to 4 (f) Complete One Audit per month per outlet Handle and execute all large group reservations/events Remove severe complaints from online platforms Increase customer\'s spending/visits through client servicing 3. Main Responsibilities Build and improve relationships with customers and media Review company practices to ensure customers get maximum satisfaction from their experience Develop and implement programs effective for enhancing sales performance Collaborate with marketing team to develop and implement plans effective for enhancing sales and overall company performance Manage and coordinate all public relations activities together with the marketing team Manage media inquiries and interview requests together with the marketing team Identify potential opportunities that will increase sales and conduct follow up service Attend to customers\' complaints and resolve issues promptly Conduct customer satisfaction surveys and recommend ways of improving customers satisfaction Work with internal departments to ensure company meets customers\' expectations Help promote and maintain a positive company image Conduct trainings for service staffs 4. CORE COMPETENCIES Master the following skills: Training skills including Role Plays Being fantastically organized PR skills with customers Leadership skills in leading the waiters Wine appreciation courses Develop an excellent skill in upselling (Sels Script/Tone/Body Language) Problem solving skills, independently 5. JOB REQUIREMENT Diploma / Degree in Food Service / Culinary Arts / Food Management / Food Technologies / Hospitality or equivalent Required to have minimum 3 years\' experience in managing medium to large scale semi-fine dining restaurant/hotels Strong interest and passion in serving, have high interest to make a great dining experience Strong leadership skills, an enforcer and executer, planner, pro-active, resourceful, problem solving, decision making and result oriented Effective time management, delegation and decisive on action Humble, always ready to listen and learn from others Able to grow and develop others, a natural leader and motivator Good interpersonal skills, able to interact well with all levels Computer literate and proficient in Microsoft Office applications Required to work on shifts, weekends and public holidays Required to travel between outlets Possess a valid driving license Proficient in English and Bahasa Malaysia Able to work during weekends & Public Holidays. Working hours 7.5 hours for 6 days a week. Preferably Managers specializing in Food/Beverage/Restaurant Service or equivalent

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