As F&B Guest Relations Executive (Supervisor), you will be responsible for the following duties:
Ensure all guests receive a warm and gracious welcome upon arrival and a sincere farewell upon departure.
Maintain detailed guest profiles, including preferences, dietary requirements, and special occasions, to support personalized service.
Recognize VIPs, repeat guests, and distinguished clientele to ensure a memorable dining experience.
Handle guest inquiries, feedback, and service recovery situations with professionalism, discretion, and efficiency.
Support restaurant management in continuously enhancing guest satisfaction and loyalty.
Supervise the restaurant reservation system to ensure all bookings are handled accurately and professionally.
Monitor reservation trends, guest flow, waitlists, and walk-in guests to optimize seating arrangements and restaurant capacity, maximizing business opportunities while preserving the highest standards of dining experience.
Ensure all guest preferences and special requests are accurately recorded and communicated to the service and kitchen teams.
Strategically allocate tables to balance operational efficiency with guest comfort and service quality.
Monitor the dining area to ensure guests are seated according to their reservations and preferences.
Coordinate special events including birthdays, anniversaries, corporate gatherings, and private dining experiences.
Liaise with guests to understand event requirements, including seating arrangements, dietary needs, and special requests.
Communicate event details clearly with the culinary and service teams to ensure smooth and seamless execution.
Coordinate with the Guest Service Centre and Food & Beverage Reservations team to ensure guest preferences and special requests are properly captured and communicated.
Ensure private dining rooms are properly prepared in accordance with event requirements and the Pillars and Legendary Quality Experiences.
Supervise, train, and guide the hostess team to ensure consistent service excellence.
Conduct pre-service briefings to communicate reservation updates, VIP arrivals, and special event requirements.
Ensure team members maintain impeccable grooming, professionalism, and service etiquette.
Support restaurant management in training new hostesses and developing team capabilities.
Attend daily pre-service briefings and provide updates on reservations, events, and VIP guests.
Ensure menus are maintained in excellent condition and that all menu content is accurate and grammatically correct.
Maintain effective communication between the hostess desk, service team, and kitchen to ensure smooth restaurant operations.
Assist in organizing menus and ensure they are clean, presentable, and in good condition.
Ensure guests are seated efficiently while maintaining the smooth flow of service.
Maintain and update guest databases and reservation records.
Prepare daily reservation reports and assist with operational planning.
Conduct competitor checks and assist with administrative duties as required.
Ensure all restaurant assets and equipment are properly maintained and safeguarded.
Support the company's philosophy and culture through the Pillars and Legendary Quality Experiences.
Ensure compliance with Fire Life Health Safety and Security standards and HACCP requirements.
Act as a professional brand ambassador representing the luxury hospitality standards of Mandarin Oriental, Taipei at all times.
As F&B Guest Relations Executive (Supervisor), we expect from you:
Degree or Higher National Diploma in Hospitality/Hotel/Business/ Food & Beverage Management is preferred
A minimum of 5 years of experience working in a 5-star hotel environment, including 2 years in Food & Beverage Division
Chinese language proficiency is required
Our commitment to you
Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
