Guest Relations Agent

About the role

The Guest Relations Agent is responsible for managing day‑to‑day front‑of‑house operations in a high‑end restaurant environment. You will ensure a seamless dining experience by welcoming guests, handling reservations, and supervising service staff while upholding the hotel’s service standards.

Key responsibilities

• Greet and escort guests, present menus, and manage seating allocations to optimise dining room capacity.
• Maintain the daily logbook, coordinate shift handovers and communicate special requests or VIP arrivals to the manager on duty.
• Oversee service staff grooming, station assignments and conduct daily briefings on promotions, specials and guest feedback.
• Handle telephone enquiries, take reservations, and manage special function bookings.
• Operate the Micros POS and cash system, process payments, draw up invoices and ensure accurate end‑of‑day cash‑up.
• Monitor and enforce service standards, grooming policies and Hilton operational procedures.
• Promote additional sales through upselling and knowledge of all hotel F&B outlets.
• Perform opening and closing duties, including side work such as cleaning, stocking and napkin folding.

Required profile

• Fluent reading and speaking English to understand guest requests, memos and promotional material.
• Ability to move confidently through a busy dining room, seat guests and address complaints with empathy.
• Strong memory for menu items and the capacity to promote them effectively.
• Attention to detail in record‑keeping, reservation tracking and adherence to dress‑code standards.

Required skills

• Proficiency with Micros POS and Micros cash system.
• Ability to operate restaurant technical equipment and manage transaction bookings.