Guest Experience Officer at Domeo Resources International

Main Function

• The Guest Experience Officer is responsible for delivering a seamless, personalised, and memorable dining experience for all guests in a luxury restaurant setting.
• The role focuses on guest engagement, reservations coordination, service recovery, and ensuring that every touchpoint reflects the restaurant’s brand, elegance, and service standards.

Role Responsibilities
Guest Experience & Relations:

• Welcome guests warmly on arrival, ensuring a polished and personalised first impression.
• Manage guest seating in coordination with the host and service team to optimise flow and comfort.
• Identify and attend to VIP guests, repeat diners, and special occasions (birthdays, anniversaries, proposals).
• Proactively engage guests during their dining experience to anticipate needs and preferences.
• Handle guest feedback, complaints, and service recovery professionally to ensure satisfaction.

Reservations & Pre-Arrival Coordination;

• Manage table reservations via phone, email, walk-ins, and online reservation platforms.
• Ensure accuracy of guest details, dining preferences, special requests, and seating requirements.
• Coordinate pre-arrival arrangements such as special décor, menu preferences, dietary requirements, and celebrations.
• Communicate reservation details clearly to the floor, kitchen, and management teams.

Communication & Coordination:

• Liaise closely with service staff, kitchen and management to ensure seamless guest experiences.
• Communicate guest preferences, VIP notes, and special instructions effectively.
• Support the front-of-house team during peak periods to maintain service excellence.

Administration & Reporting:

• Maintain accurate guest records, reservation logs, and preference profiles.
• Update guest history to support personalised future visits.
• Assist with basic reporting on guest feedback, dining trends, and special events when required.

Front-of-House Presence & Ambience:

• Maintain an elegant, organised, and welcoming front-of-house area at all times.
• Ensure brand standards, ambience, music levels, and guest flow align with luxury dining expectations.
• Act as a visible brand ambassador on the floor, especially during peak service hours.

Brand Standards, Grooming & Compliance;

• Uphold luxury service standards, professional etiquette, and grooming expectations at all times.
• Maintain strict guest confidentiality and data privacy.
• Adhere to restaurant health, safety, and emergency procedures.

Qualifications and Requirements
Education and Certifications:

• Degree in Hospitality, Tourism, Business Administration, or related field.
• Additional certifications in customer service or reservations management are an advantage.

Experience:

• 2–3 years’ experience in guest relations, front-of-house, or customer experience roles.
• Prior experience in a restaurant or hospitality environment is highly preferred.
• Experience with reservation systems and guest management tools is an advantage.

Skills
Guest-Centric Service

• Exceptional communication, interpersonal, and relationship-building skills.
• Strong ability to personalise guest experiences and anticipate needs.

Professionalism & Problem-Solving

• Calm, polished, and solution-oriented demeanour.
• Strong decision-making skills and ability to handle guest concerns discreetly.

Organisational & Coordination Skills

• Strong attention to detail and multitasking ability in a fast-paced environment.
• Excellent planning, follow-up, and coordination skills.

Teamwork & Brand Representation

• Strong collaboration skills with service, kitchen, and management teams.
• * Ability to represent the restaurant brand with confidence, warmth, and professionalism.