Guest Services Assistant

At O&B our guests are extremely important to us! Our Guest Advocate acts as a liaison between our guests and our restaurants and event venues ensuring all guest inquiries receive a timely and thoughtful response. From assisting with a special reservation to resolving concerns they act as an extension of the hospitality we provide in our restaurants and venues. The GA is also responsible for tracking and reporting on trends in the feedback received and will assist with donations sponsorship and other marketingrelated requests. As the guestfacing arm of the marketing department they will also have the opportunity to work on a variety of marketing projects and have the chance to learn about various marketing tactics from the ground up. This position is based out of our midtown head office with visits to Toronto restaurants that are accessible by the TTC. 

Primary Duties and Responsibilities

• Receive analyze and take appropriate action in response to guest inquiries and requests via telephone email social media and other platforms
• Manage the investigation resolution and reporting of all guest feedback and concerns
• Manage feedback database accurately while reporting and seeing guest suggestions and comments through to completion/resolution
• Escalate all unresolved issues to the proper Restaurant Manager and/or Chef de Cuisine keeping District level management informed as needed 
• Ensure all O&B policies and procedures relating to guest service and service recovery are followed
• Be the main point of guest contact liaising with operational colleagues ensuring that guests are kept fully informed of progress at all times
• Recognize ongoing feedback trends and assist in developing and implementing solutions 
• Monitor and track feedback trends across all online review/guest experience platforms (OpenTable Google Tripadvisor etc.)
• Identify track and resolve exceptions to guest procedures and communicate anomalies in processes products or timing that could impact guest service
• Update current guest database with notes and comments regarding guest suggestions and outcomes
• Receive and track all donation sponsorship and public appearance requests
• Ensure timely processing tracking and response of donation sponsorship and public appearance requests to all parties involved
• Other administrative duties as assigned

Qualifications :

The ideal candidate will possess:

• Bachelors degree in business marketing or communications preferred 
• Superior communication skills both verbal and written ensuring inquiries are addressed in a professional and courteous manner
• Compassion and an ability to view a singular situation form multiple perspectives 
• Two to three years previous guest service and feedback handling experience in a similar environment
• Two years of previous administrative experience
• Proficiency with Microsoft Office Suite (including Excel) and Google Workspace
• Strong organizational skills with the ability to efficiently multitask and adapt to shifting priorities in a dynamic environment
• Meticulous attention to detail ensuring reliable and consistent integrity of information
• Decisive decision making skills and sound judgment
• Effective problem solving skills
• A selfstarter attitude and the willingness and ability to learn specific software applications
• Creativity flexibility and a sense of humour!

Please note: as this is a communications role cover letters are strongly encouraged!

Additional Information :

O&B values diversity and inclusion and we encourage all people qualified for this role to apply.

In addition to competitive compensation we offer:

• A comprehensive group benefits program
• Training and development opportunities
• Staff dining discount
• RRSP matching program

**We thank all applicants for their interest; however only suitable candidates will be contacted to continue the application process. **

Remote Work :

No

Employment Type :

Fulltime