JOB DESCRIPTION
Guest Relations Officer (GRO) / Reception
DOEUN – Korean Fine Dining & Grill
Position Purpose
The Guest Relations Officer (GRO) at DOEUN is fully responsible for managing guest relations, reservation systems, and seating flow to ensure a personalized, elegant, and consistently high-standard dining experience. This role also supports the restaurant’s revenue objectives through refined, experience-driven sales practices aligned with DOEUN’s brand values.
Key Responsibilities
1. Reservation Management & Seating Strategy
Manage all reservation channels (telephone, WhatsApp, online platforms) accurately and strategically prepare and execute daily seating plans with consideration for:
Service rhythm
Kitchen capacity
Guest profiles and preferences
Handle waitlists, schedule changes, cancellations, and no-shows professionally
Coordinate closely with the Restaurant Manager, Captains, and Kitchen team regarding daily capacity and guest flow
2. Guest Experience & Relationship Management
Welcome and farewell guests with professionalism, warmth, and elegance in accordance with DOEUN standards
Build long-term relationships with guests, including regular and VIP clientele
Record and utilize guest data (preferences, allergies, celebrations, dining habits)
Proactively and discreetly handle guest inquiries, special requests, and potential concerns
3. Sales Support & Revenue Experience
Introduce and promote restaurant offerings in a natural and refined manner, including but not limited to:
Private Rooms
Weekly Promotions
Daily Specials
Chef’s Menu and seasonal offerings
Guide guests toward experiences best suited to their occasion and intent, rather than price alone
Contribute to revenue optimization without compromising guest comfort or brand integrity
4. Front-of-House Operational Coordination
Act as the primary liaison between guests, service floor, kitchen, and management
Brief service teams on VIP guests, special reservations, and key guest notes
Ensure the reception area remains composed, orderly, and reflective of DOEUN’s fine dining image
Support management in implementing operational standards and reservation policies
Candidate Qualifications & Profile
Minimum 3–4 years of experience as a GRO / Receptionist in fine dining or premium hospitality
Excellent communication skills with a confident and polished appearance
Highly organized, detail-oriented, and able to perform under pressure with composure
Strong understanding of high-standard service and experience-based sales
Fluent in Bahasa Indonesia and English proficiency.
High level of professionalism, discretion, and brand loyalty
Present and conduct yourself in a pleasantly confident manner.
Key Performance Indicators (KPIs)
Accuracy and efficiency of reservation management
Guest satisfaction and repeat visitation
Smooth seating flow and minimal guest complaints
Contribution to private room utilization and promotional programs
Consistency in professionalism and service standards