Experience Manager
Platform Hospitality Group Sdn Bhd
- Kuala Lumpur
- RM 6,000-7,000 per month
- Permanent
- Full-time
Good communication skills (Fluent English and Mandarin)
Good time management skills
Able to work on shift
Pleasant personality
SPM/Diploma/Degree or higher academic qualifications in any relevant fields Scopes:Under the general supervision of the Restaurant Manager. He/she oversees all aspects related to the guest’s experience from the first point of contact. monitoring vital information shared through our diverse channels of communication, booking process and follow up, “Seven Rooms” (booking system) management and coordination, table arrangement, booking deposit collection, confirmation message, training and development of front of house team (host/hostess, head hostess, assistant).· Lead, train, and motivate the team, including the host/hostess, head hostess, assistant hostess, assistant experience manager, and support personnel.Assist in developing and implementing formal training plans.
· Create and manage training schedules, taking into consideration peak hours and staffing requirements.· Organize and conduct staff meetings and training sessions to enhance skills and knowledge.· Maintain a customer-centric approach by interacting with guests, addressing concerns, and ensuring high levels of satisfaction.· Resolve customer complaints and challenges faced during the operation in a timely and professional manner, striving to exceed customer expectations, and ensuring positive resolutions.· Collaborate with kitchen staff to ensure seamless coordination between front-of-house and back-of-house operations.· Monitor the bookings, the table arrangement, the collection of deposit, the guest request through all our communication channels (social media, phone, messaging, messaging apps, emails, etc.)· Work side by side with the Hostess, Head Hostess and assistant Experience Manager to optimize the seating capacity and service flow to ensure the best experience for our guest.· Monitor inventory levels of stationery, gift box, umbrellas, menus, momentums (short version of the menu.)· Maintaining adequate stock levels while minimizing waste.· Monitor and contribute ideas for upselling and how promotional activities are communicated with guest and potential guest.· Coordinate and manage special events, parties, and private bookings, ensuring all arrangements meet guest expectations.· Coordinate with marketing team, procurement team, IT team, and financial team any activity that require their assistance to ensure a flowless operation in the best interest of our guest experience.· Be able to assist other fields (wine lounge, main dining room, test kitchen, PDR) when requested by the restaurant manager to deliver the best experience to our guests (this involves assisting in taking guest orders, clearing tables, serving food and beverages, etc.) Experience Required: Min 2 Year/s
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