Customer Relation Officer

The Customer Relation Officer & Content Creator is responsible for ensuring exceptional guest experiences through personalized service while also strengthening the brand’s digital presence through engaging content. The role requires close coordination with internal teams and proactive online engagement to enhance customer satisfaction, brand image, and guest loyalty.

Key Responsibilities 

Customer Relations

• Greet and interact with guests warmly to ensure a personalized, welcoming, and pleasant dining experience.
• Handle guest inquiries, requests, feedback, and complaints promptly, courteously, and professionally, ensuring effective resolution.
• Coordinate with the service, kitchen, and reservation teams to ensure a seamless guest experience at all times.
• Monitor online reviews and ratings on platforms such as Google, TripAdvisor, Trustpilot, and other relevant channels, and respond appropriately to maintain and enhance the brand image.
• Collect and manage customer feedback through direct communication, feedback forms, and online platforms, and share insights with management for service improvement.
• Build strong rapport with repeat guests and high-value customers to encourage loyalty, repeat visits, and positive word-of-mouth referrals.
• Maintain accurate and up-to-date records of guest preferences, special occasions, and feedback using the company’s CRM system.
• Collaborate with outlet management to identify service gaps and implement corrective actions.
• Uphold company service standards, brand values, and hospitality etiquette at all times

Content Creation & Digital Engagement

• Create engaging digital content (photos, videos, reels, and captions) showcasing food, ambience, promotions, events, and guest experiences.

•  Support the management of social media platforms by posting approved content aligned with brand guidelines.

• Capture real-time content during peak hours, events, and special promotions while respecting guest privacy and consent.

•  Coordinate with the marketing team to support campaigns, seasonal promotions, and brand storytelling initiatives.

• Track basic engagement metrics (likes, comments, shares, reviews) and provide performance insights to the management team.

• Ensure all published content reflects the brand’s tone, professionalism, and quality standards

• Prior experience in customer relations, hospitality, social media handling, or content creation is an advantage. 

•  Excellent verbal and written communication skills.

• Strong interpersonal skills with a guest-centric mindset. 

•  Familiarity with online review platforms and CRM systems is a plus. 

• Ability to multitask and work effectively in a fast-paced environment. 

• Professional appearance and positive attitude.