Job Description

Company Description
Oliver & Bonacini is recognized as one of Canadas leading hospitality companies, operating a variety of unique and innovative restaurants, event venues and catering in Ontario, Quebec and Alberta. O&B credits its success to the development of a strong corporate culture, where excellence of food quality and service are valued above all else. The Team The marketing team at O&B is a dynamic group of creative professionals who specialize in all areas of marketing, including digital marketing, public relations, social media, graphic design, photography, guest relations and more. With a focus on collaboration and producing exceptional work, we work together to achieve company goals and objectives, while identifying new opportunities that will help set O&B apart in the food and hospitality industry.


At O&B our guests are extremely important to us! Our Guest Advocate acts as a liaison between our guests and our restaurants and event venues, ensuring all guest inquiries receive a timely and thoughtful response. From assisting with a special reservation to resolving concerns, they act as an extension of the hospitality we provide in our restaurants and venues. The GA is also responsible for tracking and reporting on trends in the feedback received, and will assist with donations, sponsorship, and other marketing-related requests. As the guest-facing arm of a growing marketing department, they will also have the opportunity to work on a variety of marketing projects, and have the chance to learn about various marketing tactics from the ground up. While we are currently working remotely, this position would eventually be based out of our midtown head office. PRIMARY DUTIES & RESPONSIBILITIES

• Receive, analyze and take appropriate action in response to guest inquiries and requests via telephone, email, social media and other platforms
• Manage the investigation, resolution and reporting of all guest feedback and concerns
• Manage feedback database accurately while reporting and seeing guest suggestions and comments through to completion/resolution
• Escalate all unresolved issues to the proper Restaurant Manager and/or Chef de Cuisine, whilst keeping District level management informed as needed
• Ensure all O&B policies and procedures relating to guest service and service recovery are followed
• Be the main point of guest contact, liaising with operational colleagues ensuring that guests are kept fully informed of progress at all times
• Recognize ongoing feedback trends and assist in developing and implementing solutions
• Monitor and track feedback trends across all online review/guest experience platforms (OpenTable, Google, Tripadvisor, etc.)
• Identify, track, and resolve exceptions to guest procedures and communicate anomalies in processes, products or timing that could impact guest service
• Update current guest database with notes and comments regarding guest suggestions and outcomes
• Receive and track all donation, sponsorship and public appearance requests
• Ensure timely processing, tracking and response of donation, sponsorship and public appearance requests to all parties involved
• Book meetings and other administrative duties as assigned

Qualifications
The ideal candidate will possess:

• Bachelors degree in business, marketing or communications preferred
• Superior communication skills, both verbal and written, ensuring inquiries are addressed in a professional and courteous manner
• Compassion and an ability to view a singular situation form multiple perspectives
• Two to three years previous guest service and feedback handling experience in a similar environment
• Two years of previous administrative experience
• Proficient with Microsoft Office Suite (including Excel) and Google Workspace
• Ability to multitask, and change priorities constantly as needed in a dynamic environment
• Meticulous attention to detail, ensuring reliable and consistent integrity of information
• Exercises decisive decision making and sound judgment
• Effective problem solving skills
• Self starter, flexible and the willingness and ability to learn specific software applications
• Creativity, flexibility and a sense of humour!

Additional Information
** We thank all applicants for their interest in Oliver & Bonacini Hospitality; however, only suitable candidates will be contacted to continue the application process. ** Oliver & Bonacini's Diversity Commitment At Oliver & Bonacini Hospitality, we are committed to treating every employee with dignity and respect. We strive to be fair and just, and create working environments where our employees can be at their best.