Customer Experience Representative

The Customer Experience Representative is responsible for managing guest engagement, service recovery and customer satisfaction across Katrina Holding’s F&B portfolio. The role supports reservations, customer enquiries, special requests, feedback handling and the use of digital customer systems. It contributes to stronger customer relationships, consistent service standards and continuous improvement of the overall dining experience.

Specific Responsibilities

• Manage guest reservations, seating requests and special arrangements while monitoring availability and waiting times during peak operating periods.
• Welcome and engage guests professionally, explain menu concepts, promotions and signature items, and provide suitable recommendations based on customer preferences.
• Handle customer enquiries, feedback and routine complaints in accordance with approved service-recovery procedures.
• Escalate complex, sensitive or unresolved customer matters to the Outlet Manager.
• Maintain accurate reservation, customer preference and feedback records using the company’s digital systems.
• Coordinate with service, kitchen and management teams to resolve order discrepancies, dietary requests, waiting-time concerns and other service-related issues.
• Assist guests with QR-code ordering platforms and other customer-facing digital systems where required.
• Monitor recurring customer feedback and identify opportunities to improve service quality and the overall dining experience.
• Participate in operational briefings and contribute practical recommendations to improve customer-service processes.
• Comply with food hygiene, sanitation, personal grooming and Workplace Safety and Health requirements.