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Client Experience Specialist

2 months ago

Miami, Florida, United States Sparrow Italia Full time
About Sparrow Italia

Sparrow Italia is a modern Italian restaurant that embodies European sophistication. With a strong presence in the London and Miami markets, Sparrow sets the tone for a chic atmosphere that honors the values belonging to generations of Italian table lovers.

Job Summary

We are seeking a highly skilled Guest Relations Manager to join our team at Sparrow Italia. As a key member of our hospitality team, you will be responsible for cultivating a client base, building relationships with local businesses and hotels, tracking and quantifying outreach efforts, managing our membership program, and collaborating with our marketing team to promote our brand effectively.

Key Responsibilities
  • Cultivating Client Base:
    • Proactively identify potential clients and develop strategies to attract them to Sparrow Italia.
    • Build, maintain and strengthen relationships with existing clients to ensure their loyalty and satisfaction.
    • Provide personalized services and experiences to enhance the overall guest experience and exceed expectations.
    • Act as a Brand Ambassador for Sparrow Italia and promote new and ongoing offerings to clients.
  • Local Business and Hotel Outreach:
    • Establish, maintain, and pursue relationships with local businesses and hotels that align with the Sparrow Italia brand.
    • Regularly visit local hotels and retail stores that are on brand to develop partnerships and drive consistent business.
    • Collaborate with local businesses to establish awareness and create mutually beneficial promotional activities and packages.
    • Stay informed about local events, attractions, and trends to offer recommendations to guests and enhance their experiences.
  • Tracking Bookings and Outreach:
    • Monitor and track booked covers (reservations) on a weekly basis to quantify the effectiveness of outreach efforts.
    • Analyze data and trends to identify areas for improvement and develop strategies to increase bookings and guest satisfaction.
    • Report findings and progress in nightly and weekly reports, highlighting successful initiatives and suggesting modifications and updates as needed.
  • Managing the Membership Program:
    • Oversee the membership program, which caters to on-brand members seeking exclusive experiences and privileges.
    • Curate and maintain the member base, ensuring that they receive seamless and exceptional services.
    • Provide upscale guest service experiences for new and current members.
    • Develop and implement strategies to attract new members and retain existing ones.
    • Continuously enhance the program by identifying opportunities for improvement and offering new benefits.
  • Collaboration with the Marketing Team:
    • Work closely with the marketing team to align messaging and branding across all channels.
    • Provide input and insights on client preferences and expectations to guide marketing campaigns.
    • Ensure that all marketing collateral, including print materials, digital content, and social media posts, meet the high standards of Sparrow Italia.
    • Assist with photo shoots and social media activities to showcase the brand and engage with clients effectively.
    • Track and share notable events and experiences with the marketing team for PR purposes.
Requirements
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
  • Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
  • Requires manual ability to use, carry, and operate all necessary equipment.