Guest Relations Manager

1 month ago

New York, United States José Andrés Group Full time
Job DescriptionJob Description

GUEST RELATIONS MANAGER - NYC

Salary Range: $85K-$90K

Company Overview:

José Andrés Group restaurants have always been centered around our original mission, Change the World through the Power of Food From fast-casual to fine dining and everything in between, JAG’ers know they all play a critical role in the overall success of our brands.

Position Summary
The Guest Relations Manager is responsible for establishing and maintaining standards for José Andrés Group’s processes for communication with guests through phone, email and digital platforms, and liaising with operations teams with a focus on maximizing revenue and up-leveling hospitality.

Reports to: Senior Director of Events & Guest Relations
Direct Reports: Guest Relations Supervisor(s), Guest Relations Associates

Job Functions/Responsibilities

Manage Guest Relations Team

  • Responsible for the employee life cycle of a team of 4-6 hourly team members, including hiring for best-in-class performance and growth potential, scheduling and on-going feedback.

  • Provide training and coaching for team’s verbal and written communication.

  • Hold employees accountable for adherence to policies and processes.

  • Establish and maintain high standards of excellence and consistency.

Guest Relationship Management

  • Responsible for workflow of reservations including confirmation emails, reservations release, waitlists and other daily tasks through effective management of guest relations hourly team members.

  • Manage day-to-day processes of no-show fees, charge-backs, and pre-pays.

  • Oversee guest relationship management on digital platforms including OpenTable, SevenRooms and consumer review sites such as TripAdvisor, and ensure prompt follow-up to negative feedback.

  • Champion complete and accurate information to develop a clean and robust database including contact information, guest tags, notes, preferences and post-visit follow-ups.

  • Manage communication channels for internal and external VIPs, partners, media, etc.

  • Maintain relationships with all JAG operating partners (i.e. Gibsons Restaurant Group, Conrad, etc.) for a seamless guest experience.

Hospitality & Service

  • Identify opportunities and implement SOPs to operationalize hospitality.

  • Develop and nurture relationships with “front door” and front-of-house teams, and lead trainings to ensure first-class service and hospitality.

  • Regularly participate in pre-shift meetings to share notable guest details and promote the culture of “finding the yes”.

  • Ensure front door and operations team awareness of and follow through on recognition of and appropriate attention to notable guests.

  • Uphold Forbes five-star standards for personalized service.

Revenue Management & Business Development

  • Connect dots and cultivate relationships with VIPs, utilizing networks of JAG senior leaders to actively build relationships.

  • Develop cross-selling protocols so that they become second-nature for all team members.

  • Work with operations teams to optimize reservations, books and floorplans.

  • Manage relationships with concierge to drive business to JAG restaurants.

  • Ensure successful relationships with corporate partners such as Capital One and hotels.

  • Engage in community organizations and B.I.D.s

Systems & Technology

  • Manage phone system (TalkDesk) and utilize data to inform decision-making and scheduling.

  • Partner with IT team and other stakeholders on management of proprietary applications for exclusive reservations access (PX app).

  • Train guest relations and host teams on company-wide best practices for OpenTable.

Special Programming and Groups

  • Lead processes for experiences such as “Tour de José”, ticketed events, VIP tours, etc.

  • Partner with events and marketing teams to support processes for group dining and special events.

  • Manage workflow for gift cards and corporate donations.

Office Management

  • Set and maintain standards for organization.

  • Ensure supplies are maintained with appropriate par levels.

  • Oversee menu printing, maintaining strong attention to detail.

Knowledge, Skills and Experience

  • Three to five years of hospitality operations experience.

  • Hospitality degree preferred.

  • Strong food and beverage knowledge.

  • High comfort level actively engaging guests and colleagues across the organization.

  • Exhibits strong telephone, email, and interpersonal communication skills, as well as exceptional organizational and time management skills.

  • Consistently demonstrates a positive and team-oriented attitude.

  • Ability to analyze and report data accurately.

  • Comfortable working independently, taking initiative to identify and accomplish tasks.

  • Ability to creatively problem solve and overcome obstacles to achieve goals.

  • Excel in a fast-paced, ever-changing, and high growth company.

  • Continuous desire for learning and self-improvement by maintaining a student mentality and asking questions.

  • Actively solicit and accept feedback on performance.

  • Embraces JAG’s Mission and Service Values to be able to represent the company to the public.

  • Consistently demonstrates positive, professional demeanor to both guests and team.

  • Knowledge and comfort level with Google Workplace, OpenTable, and POS Systems (Micros, Toast). Tripleseat experience is a plus.

JOSÉ ANDRÉS GROUP restaurants span across the world including Miami, Orlando, Las Vegas, NYC, Chicago, LA, Dubai, Bahamas and of course our original home, Washington, DC. Since 1993, our restaurants reflect the authentic roots of each concept and showcase José's passion for telling the stories of a culture through food. José Andrés Group is an equal opportunity employer.

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