Company: Oliver & Bonacini

Location: Toronto, ON

Expected salary:

Job date: Thu, 13 Feb 2025 00:27:03 GMT

Job description: Company DescriptionOliver & Bonacini is recognized as one of Canada’s 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 TeamThe 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.Job DescriptionAt 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 the 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. This position is based out of our midtown head office, with visits to Toronto restaurants that are accessible by the TTC.Primary Duties and 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, 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
• Other administrative duties as assigned

QualificationsThe ideal candidate will possess:

• Bachelor’s 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
• Proficiency with Microsoft Office Suite (including Excel) and Google Workspace
• Strong organizational skills with the ability to efficiently multitask and adapt to shifting priorities in a dynamic environment
• Meticulous attention to detail, ensuring reliable and consistent integrity of information
• Decisive decision making skills and sound judgment
• Effective problem solving skills
• A self-starter attitude and the willingness and ability to learn specific software applications
• Creativity, flexibility and a sense of humour!

Please note: as this is a communications role, cover letters are strongly encouraged!Additional InformationO&B values diversity and inclusion, and we encourage all people qualified for this role to apply.In addition to competitive compensation, we offer:

• A comprehensive group benefits program
• Training and development opportunities
• Staff dining discount
• RRSP matching program

**We thank all applicants for their interest; however, only suitable candidates will be contacted to continue the application process. **

Oliver & Bonacini is a leading hospitality company in Canada, known for its innovative restaurants, event venues, and catering services. The marketing team is a dynamic group of professionals focused on collaboration and producing exceptional work. The Guest Advocate role involves responding to guest inquiries and feedback, managing guest databases, and assisting with marketing projects. The ideal candidate will have a bachelor’s degree, excellent communication skills, previous experience in guest service, and strong organizational abilities. Benefits include a comprehensive benefits program, training opportunities, dining discounts, and an RRSP matching program. The company values diversity and inclusion in the workplace.