GRO Restaurant

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