Guest Experience Associate

Guest Experience Associate Location: AUREA, NUS Employment: Full-time / Part-time Reports to: Restaurant Manager / Operations Manager The Purpose of the Role You are not simply taking orders and serving food. You are the face of AUREA — responsible for making every guest feel welcomed, understood and well cared for, while helping the restaurant grow through excellent service and thoughtful recommendations. We are looking for someone who is warm, attentive, energetic and willing to learn . 1. Guest Experience • Welcome and acknowledge every guest promptly and warmly. • Guide guests through the dining experience from arrival to departure. • Understand guest needs and make appropriate recommendations. • Maintain attentive but unobtrusive table service. • Anticipate guest needs rather than waiting to be asked. • Handle guest questions, requests and complaints professionally. • Remember regular guests and their preferences where possible. • Ensure tables, dining areas and service stations are always clean and presentable. Standard: Guests should leave thinking: “They really took care of us.” 2. Food & Beverage Knowledge The staff member will progressively learn: Food • AUREA's menu and ingredients • Signature dishes • Allergens and dietary requirements • Basic food-and-wine pairing • How to describe dishes attractively Wine • Basic wine terminology • Major grape varieties • Old World vs New World • Basic Champagne knowledge • Basic wine service • AUREA's wine list • Recommended pairings Coffee & Beverages • Espresso basics • Americano • Latte • Flat white • Cappuccino • Other core beverages • Basic coffee bean knowledge Goal: Every service staff member should eventually be able to confidently answer: “What would you recommend?” 3. Sales & Revenue Service staff are expected to contribute to AUREA's revenue. They should learn to: • Recommend appropriate starters, mains, desserts and beverages. • Introduce wine naturally rather than aggressively. • Recommend wine by glass where appropriate. • Upsell through better choices , not pressure. • Introduce special events, wine talks and promotions. • Encourage repeat visits. • Identify opportunities for group dining, celebrations and private events. Important principle We don't want hard selling. We want: Good service → trust → recommendation → higher spend → repeat customer. 4. Service Operations Responsible for: • Table setup and resetting • Taking orders accurately • POS operation • Food running • Beverage service • Clearing tables • Maintaining service equipment • Coordination with kitchen and bar • Opening and closing duties • Stock replenishment • Maintaining hygiene and food-safety standards 5. Teamwork AUREA should operate as one team , not separate departments. The staff member must: • Communicate clearly with kitchen and bar. • Help colleagues during busy periods. • Never say “that's not my job” when the restaurant needs help. • Communicate problems early. • Support new staff. • Respect colleagues at every level. 6. AUREA Brand Ambassador Every employee represents the brand. The successful candidate should demonstrate: Warmth Professionalism Curiosity Discipline Confidence Attention to detail They should understand that AUREA is trying to become more than a restaurant — including food, wine education, experiences and relationships with guests. 7. Performance KPIs I would keep the KPI system simple. Guest experience Guest feedback / complaints Service Order accuracy & service standards Sales and Average spend per guest Wine & beverage know how Repeat business frequency and Returning customers Attendance & Punctuality & reliability Teamwork Learning and applying new skills Completion of food, wine & coffee training Initiative Ideas that improve revenue/service Bonus opportunity Staff who consistently exceed targets can participate in AUREA's performance/profit-sharing system , rather than receiving only a fixed salary. 8. Candidate Profile Minimum requirements • Customer-service experience preferred • Restaurant/hospitality experience preferred • Good communication skills • Basic English • Mandarin speaking is a plus • Positive attitude • Reliable and punctual • Comfortable working evenings/weekends/public holidays • Willing to learn We value attitude over experience. 9. Ideal Personality I would specifically look for someone who is: Warm — naturally friendly Observant — notices what guests need Curious — wants to learn wine, coffee and food Confident — comfortable speaking to guests Commercial — understands that sales matter Disciplined — follows standards Energetic — can handle busy service Team-oriented — helps others Ambitious — wants to progress Career Path Service Staff → Senior Service Staff → Captain → Supervisor → Assistant Manager → Restaurant Manager “We are looking for people who don't just want to serve food — we want people who want to learn, grow and create memorable experiences for our guests.”