Jobs at Uleval Technology

Job Summary

• We are seeking an experienced, mature, polished and customer-focused Customer Relations Officer to manage guest interactions and support an exceptional customer experience within a hospitality and entertainment environment.
• The successful candidate must have prior experience in the hospitality sector and should demonstrate strong communication, emotional intelligence, complaint-handling ability and professional judgement.
• This is a highly customer-facing position that requires confidence, composure, excellent grooming and the ability to represent the organization professionally across physical and digital customer touchpoints.

Role Objective:

• The Customer Relations Officer is responsible for protecting and improving the overall guest experience.
• The position goes beyond answering enquiries.
• The successful candidate must build customer relationships, resolve issues professionally, protect the organization's reputation, improve guest satisfaction and contribute to repeat patronage, positive reviews and customer loyalty.

Key Responsibilities

• Welcome and attend to guests professionally and courteously.
• Handle customer enquiries through phone calls, WhatsApp, email, social media and physical interactions.
• Provide accurate information about services, facilities, reservations, pricing, promotions and customer requests.
• Manage guest complaints and service-recovery situations professionally.
• Follow up on unresolved complaints until satisfactory closure.
• Escalate serious or sensitive customer issues to the appropriate manager.
• Liaise with Front Office, Housekeeping, Restaurant, Entertainment, Accounts, Security and other departments to resolve guest concerns.
• Maintain accurate records of enquiries, complaints, follow-ups and resolutions.
• Support reservations, booking enquiries and customer confirmations.
• Follow up with guests after complaints or important service interactions.
• Collect and document customer feedback.
• Identify recurring service issues and communicate them to management.
• Support customer-retention and repeat-guest initiatives.
• Maintain strong relationships with repeat guests and important customers.
• Handle customer feedback received through online platforms and social media.
• Support selected promotional activities, guest engagement and customer-facing events.
• Protect the privacy and confidentiality of customer information.
• Maintain professional conduct and presentation at all times.

Hospitality Experience Requirement:

• Previous or current experience within the hospitality sector is mandatory.
• Applicants should have experience in one or more of the following areas:
  • Guest Relations
  • Hotel Front Office
  • Reception
  • Reservations
  • Concierge Services
  • Customer Experience
  • Restaurant Guest Relations
  • Hotel Operations
  • Resort Operations
  • Premium Customer Service
• Preference will be given to candidates with approximately 3–5 years or more of relevant hospitality experience.
• The successful candidate should already understand basic hospitality concepts including:
  • Guest expectations
  • Service recovery
  • Complaint escalation
  • Customer confidentiality
  • Reservation processes
  • Hospitality etiquette
  • Cross-department coordination
  • Premium service standards.

Customer Service Standards
The Customer Relations Officer must:

• Listen carefully before responding to customers.
• Remain calm and composed during difficult situations.
• Demonstrate empathy without making unauthorized promises.
• Communicate clearly and professionally.
• Never argue with or embarrass a guest.
• Resolve issues within approved authority levels.
• Escalate issues promptly when management intervention is required.
• Follow up on unresolved customer concerns.
• Maintain discretion when handling sensitive guest matters.
• Treat all customers professionally and respectfully.

Digital Customer Engagement
The successful candidate should be comfortable using digital communication channels and will be expected to:

• Respond to customer enquiries through WhatsApp and approved social platforms.
• Manage customer direct messages professionally.
• Identify online complaints requiring immediate operational attention.
• Escalate negative reviews or sensitive public complaints.
• Support the Social Media and Marketing teams with customer-related information.
• Communicate promotions and service information to customers where required.
• Maintain professional written communication across all digital channels.

Personal Presentation
As a highly visible representative of the organization, the successful candidate must:

• Maintain excellent personal grooming and hygiene.
• Be consistently neat, polished and professionally presented.
• Demonstrate confident and welcoming body language.
• Speak clearly and professionally.
• Be approachable and personable.
• Be comfortable interacting with executives, families, business travellers, international guests and other customer groups.
• Be confident appearing in selected customer-information or promotional content where required.
• Maintain professional behaviour both physically and online.

Required Skills and Competencies:

• Strong hospitality customer-service experience.
• Excellent verbal and written communication.
• Strong interpersonal skills.
• Excellent listening ability.
• Emotional intelligence.
• Conflict-resolution and complaint-handling skills.
• Good judgement and discretion.
• Strong customer relationship management skills.
• Ability to remain calm under pressure.
• Good organizational skills.
• Ability to multitask.
• Attention to detail.
• Basic computer literacy.
• Familiarity with CRM, hotel management, booking or customer-support systems.
• Good understanding of WhatsApp and major social-media platforms.
• Ability to work effectively across multiple departments.

Key Performance Indicators
Performance will be measured using indicators including:

• Customer satisfaction.
• Complaint-resolution rate.
• Average response time.
• Average resolution time.
• Number of unresolved complaints.
• Quality of customer communication.
• Guest feedback and review scores.
• Customer follow-up rate.
• Repeat-customer engagement.
• Reservation or enquiry conversion.
• Digital-message response time.
• Accuracy of customer records.
• Adherence to grooming and presentation standards.
• Attendance and punctuality.
• Compliance with customer-service SOPs.
• Quality of escalation and issue documentation.

Preferred Qualifications

• OND, HND, Bachelor's Degree or relevant professional qualification in Hospitality Management, Customer Service, Mass Communication, Business Administration, Marketing, Public Relations or a related discipline.
• Hospitality or customer-service professional training will be an advantage.
• Experience in hotels, resorts, serviced apartments, restaurants, lounges or hospitality facilities is strongly preferred.

Personal Attributes
The ideal candidate should be:

• Mature and emotionally intelligent.
• Calm and composed.
• Well-groomed and presentable.
• Confident and articulate.
• Friendly and approachable.
• Patient.
• Observant.
• Responsible and dependable.
• Honest and trustworthy.
• Discreet.
• Organized.
• Customer-focused.
• Able to exercise good judgement.
• Comfortable working in a premium hospitality environment.

Work Availability
Applicants must be comfortable with the operational requirements of the hospitality industry, which may include:

• Shift work.
• Weekend duties.
• Public-holiday duties.
• Evening shifts where required.
• Participation in events and promotional activities.
• Handling high customer volumes during peak periods.
• Marital status does not affect eligibility for the position.
• Applicants may be single, married, divorced or widowed, provided they can meet the operational requirements of the role.

Interview Assessment
Shortlisted candidates may be assessed using practical hospitality scenarios, including:

• Managing an angry guest.
• Handling a delayed room request.
• Responding to an incorrect reservation.
• Managing a VIP complaint.
• Handling a negative social-media complaint.
• Resolving an issue involving another department.
• Managing multiple customer requests simultaneously.
• Following up with a dissatisfied guest.

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Role Objective

• The objective of the Waiter/Waitress is to ensure that every guest receives timely, accurate, courteous and professional service while supporting efficient  restaurant operations, maintaining service standards and contributing positively to customer satisfaction, repeat patronage and revenue.

Job Summary

• We are seeking courteous, well-groomed, attentive and service-oriented Waiters and Waitresses to provide excellent dining and guest service within a hospitality and entertainment environment.
• The successful candidate will be responsible for welcoming guests, taking and serving food and beverage orders, maintaining service standards, supporting restaurant operations and ensuring every guest receives a professional, friendly and memorable experience.
• This is a highly customer-facing role that requires strong communication, good personal presentation, attention to detail and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Welcome and attend to guests professionally and courteously.
• Present menus and provide clear information about available food and beverage options.
• Take accurate food and drink orders.
• Enter orders correctly into the approved POS or restaurant management system.
• Communicate guest orders promptly and accurately to the kitchen and bar teams.
• Serve food and beverages according to established service standards.
• Confirm that guests receive the correct orders.
• Check on guests during service without being intrusive.
• Respond professionally to guest requests, concerns or complaints.
• Escalate unresolved guest issues to the Supervisor or Restaurant Manager.
• Prepare tables before service and reset tables promptly after guests leave.
• Maintain cleanliness and orderliness of tables, chairs and surrounding service areas.
• Ensure cutlery, glassware, napkins and other service materials are properly arranged.
• Assist with restaurant opening and closing procedures.
• Maintain knowledge of menu items, prices, promotions and unavailable items.
• Recommend suitable meals, drinks or add-ons when appropriate.
• Support upselling and cross-selling initiatives without pressuring guests.
• Handle bills and payments according to approved procedures.
• Ensure cash, POS and payment transactions are properly processed.
• Issue receipts to customers when required.
• Immediately report payment discrepancies or system issues.
• Support event, banquet, restaurant and special-function service when assigned.
• Work closely with kitchen, bar, cashier, restaurant supervisor and other service staff.
• Follow all food-safety, hygiene and operational procedures.
• Report damaged equipment, shortages, spills or safety hazards immediately.
• Protect the company's property, equipment and service materials.

Guest Service Standards:
The Waiter/Waitress is expected to:

• Greet guests warmly and respectfully.
• Maintain a friendly and professional attitude throughout service.
• Listen carefully to guests and communicate clearly.
• Avoid unnecessary arguments or confrontation with customers.
• Maintain appropriate eye contact and positive body language.
• Never ignore a guest requiring assistance.
• Maintain confidentiality and respect guest privacy.
• Treat all customers fairly and professionally.
• Demonstrate patience when dealing with difficult or demanding guests.
• Maintain composure during busy service periods.

Personal Presentation and Grooming Standards:
Because this is a front-of-house hospitality role, the successful candidate must:

• Maintain excellent personal hygiene.
• Be consistently neat and professionally groomed.
• Wear the approved uniform correctly and keep it clean.
• Maintain clean footwear, hair, hands and fingernails.
• Avoid excessive jewellery, fragrances or accessories while on duty.
• Maintain a professional and welcoming appearance.
• Be confident interacting directly with guests.
• Maintain good posture and professional body language.
• Be physically capable of standing and moving for extended periods during service.
• Maintain an energetic and positive appearance during working hours.

Key Performance Indicators
Performance will be assessed using indicators such as:

• Guest satisfaction.
• Accuracy of orders.
• Speed of service.
• Customer complaints attributable to service.
• Table turnaround time.
• Upselling performance.
• Attendance and punctuality.
• Adherence to grooming standards.
• Cleanliness of assigned service areas.
• Compliance with POS and payment procedures.
• Teamwork and cooperation.
• Knowledge of menu items.
• Compliance with operational and hygiene procedures.

Preferred Qualifications

• Minimum of secondary-school education or equivalent.
• Hospitality, catering or customer-service training is an advantage.
• Previous experience in a restaurant, hotel, lounge, café, bar or similar hospitality environment is preferred.
• Prior experience using a restaurant POS system is an advantage.
• Candidates without extensive experience may be considered where they demonstrate strong attitude, communication and willingness to learn.

Required Skills and Competencies:

• Strong customer-service skills.
• Good verbal communication skills.
• Ability to listen and follow instructions.
• Basic numeracy skills.
• Ability to use a POS or  restaurant management system.
• Good attention to detail.
• Ability to remember menu items and  customer requests.
• Ability to multitask during busy periods.
• Strong teamwork skills.
• Ability to remain calm under pressure.
• Good personal organization.
• Ability to work quickly without sacrificing service quality.
• Basic understanding of food hygiene and  restaurant service procedures.

Personal Attributes:
The ideal candidate should be:

• Courteous and respectful.
• Well-groomed and presentable.
• Friendly and approachable.
• Honest and trustworthy.
• Energetic and hardworking.
• Patient with customers.
• Observant and attentive.
• Punctual and dependable.
• Disciplined.
• Able to follow instructions.
• Comfortable working as part of a team.
• Willing to learn and improve.

Conduct and Ethics
The Waiter/Waitress must:

• Never request tips from guests.
• Never alter customer bills or transactions.
• Never consume customer food or beverages.
• Never remove company property without authorization.
• Never disclose guest information.
• Never engage in inappropriate conversations with guests.
• Never report to work under the influence of alcohol or prohibited substances.
• Avoid the use of personal mobile phones during active service except when authorized for work purposes.
• Immediately report suspected fraud, theft or misconduct.
• Follow all company policies, SOPs and instructions from authorized supervisors.

Working Conditions
The role may require:

• Shift work.
• Weekend and public-holiday duties.
• Evening or night shifts.
• Standing for extended periods.
• Moving between restaurant, bar, event and guest-service areas.
• Supporting high-volume service during events and peak periods.