At FMR Agency we have unique and creative solutions that meet the clients expectations not only by realizing the clients business objectives, but particularly by our strict adherence to the ethical principles of public relations, we always search for opportunities beyond the agreed communications and the business objectives, we address special needs in other to find unique and tailored solutions through creative approaches.About the Role
Manage all aspects of guest interactions and team supervision.
This role requires a friendly, proactive, and detail-oriented professional who can ensure a smooth dining experience for every guest while leading a small team of service staff.
Key Responsibilities
Oversee daily front-of-house customer service operations and coordinate service staff.
Serve as the first point of contact for customer inquiries, complaints, and feedback online and in-person.
Monitor customer satisfaction and resolve any service issues promptly and professionally.
Implement and maintain customer service standards and procedures.
Provide on-the-spot coaching and support to junior customer service reps.
Maintain reservation logs and ensure effective table turnaround during peak periods.
Collaborate with kitchen and operations teams to ensure a seamless service experience.
Generate weekly reports on customer feedback, issue trends, and service improvements.
Requirements
Education:
HND / BSc in any discipline; Hospitality or Communication-related fields preferred.
Experience & Skills:
Minimum of 2 years of experience in customer service, preferably in the restaurant, hospitality, or retail sector.
Strong interpersonal and communication skills.
Ability to lead a team with confidence and maintain professionalism under pressure.
Familiarity with POS systems and basic order-taking software.
Strong conflict-resolution and problem-solving skills.
Passionate about customer satisfaction and service excellence.
