
Guest Experience Manager
4 weeks ago
Westaward-winning**Guest Experience Manager**
**About the business**
We are a fast-growing winery, a fine dining establishment & an award-winning world-class day spa. We have a history spanning 30 years and had made a name as one of the premier destinations for fine dining in the Gippsland region.
Spanning across 10 acres of land with mesmerising views overlooking the Mt Baw Baw ranges, our Estate boasts the ideal location to “Wine down” with a relaxing massage followed up by a delicious meal with award winning cool climate wines.
We have experienced exponential growth as west Gippsland’s premier weddings, functions, and events destination. Our venue is licensed to accommodate 325 patrons, and we have an exquisitely designed Spanish themed function hall overlooking the enchanting views of Gippsland Mountain region, giving it a unique identity. We have our close-knit restaurant & day spa team, with a strong focus on customer service, innovation, and delivering events with flawless execution.
**Guest experience** is paramount to our restaurant business. We would like our diners to feel appreciated and given the **highest level of customer service** once they come to dine with us.
We are now searching for a dynamic individual to join our restaurant division to enhance the customer experience provided to our diners.
- **Key roles & Responsibilities includes (but not limited to)**:_
**Providing Superior Customer Experience**
- Ability work under pressure in peak service times.
- Thriving personality, enjoy contact with customers, have a love for wine & food and be a team player.
- Able to diffuse customer complaints and disagreements resulting in winning the customer back
- Provide exceptional customer service to our diners.
- Visit dining tables to check on guests and make sure they are satisfied with food choices and service.
- Ensure customer satisfaction through promoting excellent service; respond to customer complaints tactfully and professionally.
- Ability to handle high volume of diners during busy times.
- Oversee food presentation, ensure restaurant cleanliness, manage restaurant decor, and review customer survey responses.
- Working closely and cooperatively with other managers including Head Chef & Managing Director
- Ensuring a clean, safe, and well-presented restaurant at all times
**Events Management**
- Engage in initial function discussion **with a view to winning the client**
- Following up with clients who had done functions discussion **to secure a booking with a deposit**
- Manage the expectations of the clients who had booked in an event leading up to event day and post event questions, and feedback.
- Work closely with **events reservations team** and the client in delivering high quality flaw less evets.
- Obtains **clear guidance** from the client with regards to the **run sheet**.
- Work as a team to **understand the event run sheet** and planning identifying all necessary requirements.
- Making sure the staff is appropriately rostered for the event.
- Seeks post function feedback from the client, making sure any concerns are swiftly addressed
**Promote Wines & Wine club to Estate Clients**
- Being a Winery, Customer Experience officer actively gives a briefing of the BC wines to customers
- Engage with the customer in explaining our history, the wines we sell.
- Encourages & promotes the clients to join the wine club
- Undertake ad hoc duties with regards to the wine club customer inquiries
**Key Skills & Experience Need for the position**
Must have skills, not negotiable
- Exceptionally developed skills on customer relationship management. Remain calm in handling difficult customers & situations.
- Past experience as an event manager
- Experience in managing Banquet events, such as weddings, corporate events and birthday parties, family get together. Client engagement, and before and after function service
- **Resilience, ability to handle high levels of pressure**, heavy work weeks during summer
Other skills
- Superior Knowledge about wines, ability to explain the properties of various wines to diners. WSET qualification is a must have
- Experience in fast phased restaurant environment managing the FOH floor service
- Experience In managing the Bar.
- Knowledge of Australian alcoholic beverages
- Training in Responsible Service of Alcohol (RSA)
- Top tier attention to detail and ability to work under pressure.
- Availability in weekends
- Experience in Vineyard operations will be highly regarded.
**Job Types**: Part-time, Casual
Part-time hours: 30 per week
**Salary**: $35.00 - $40.00 per hour
**Benefits**:
- Employee discount
- Professional development assistance
- Travel reimbursement
Schedule:
- Afternoon shift
- Day shift
- Evening shift
- Night shift
Supplemental pay types:
- Commission
- Performance bonus
- Tips
Ability to commute/relocate:
- Drouin, VIC 3818: Reliably commute or planning to relocate before starting work (required)
Application Ques
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