Lounge Captain

• Perform all necessary tasks to service food & beverage according to hotel standards.
• Acquire in-depth knowledge of the food & beverage menu to assist and advise guests.
• Practice excellent customer relations and address complaints and queries satisfactorily.
• Ensure the Outlet is set-up for service and supervise smooth operations.
• Direct and supervise the service team to ensure duties are performed per standards.
• Ensure all colleagues have received adequate training to perform their duties.
• Organize, plan, and control supplies and maintain concise stock records to minimize wastage.
• Utilize upselling techniques to enhance guest satisfaction and increase revenue.

• Understanding the Job
• Taking Responsibility
• Recognizing Differences
• Customer Focus
• Adaptability
• Teamwork

• Perform all necessary tasks to service food & beverage according to the standard of performance manual of the hotel.
• Acquire in-depth knowledge of the food & beverage menu of the assigned outlet to assist and provide advice to guests.
• Practice good customer relations and satisfactorily attend to customer complaints and queries.
• Ensure the Outlet is set up for service and supervise for smooth operation.
• Direct and supervise the service team to ensure that all duties are performed as per standards.
• Ensure that all colleagues have received adequate training to perform their duties.
• Maintain concise record of all beverage stock and ensure proper organization, planning, and control of supplies.
• Actively use upselling techniques to exceed guest expectations and increase revenue.

• Understanding the Job
• Taking Responsibility
• Recognizing Differences
• Customer Focus
• Adaptability
• Teamwork

Job Title: Customer Service Representative

Job Purpose:
To provide excellent customer service by handling inquiries, resolving complaints, and ensuring customer satisfaction while maintaining a professional and positive company image.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.

• Handle and resolve customer complaints efficiently and effectively.

• Provide accurate information about products, services, policies, and promotions.

• Process orders, applications, forms, and requests.

• Maintain customer records by updating account information in the system.

• Escalate complex issues to the appropriate department or supervisor when necessary.

• Follow up with customers to ensure their concerns are fully resolved.

• Collect and report customer feedback to improve service quality.

• Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction scores.

Qualifications and Skills:

• High school diploma or equivalent (Bachelor’s degree preferred).

• Proven experience in customer service or related field.

• Strong communication, problem-solving, and active listening skills.

• Ability to remain calm and professional under pressure.

• Proficiency in using customer service software, CRM systems, and MS Office.

• Strong multitasking and organizational abilities.

• Fluency in [English/Arabic languages].

Working Conditions:

• Based in Riyadh.

• Night shift.

• One day off per week.

• May require weekends or public holidays depending on business ****