Guest Relations Manager

4 weeks ago

Miami, United States Casa Madera Full time
Casa Madera Guest Relations Manager

Casa Madera, a high-energy fine-dining concept from hospitality group Noble 33, is seeking a skilled Guest Relations Manager to cultivate a client base, build relationships with local businesses and hotels, and track and quantify outreach efforts. As a key member of our team, you will be responsible for managing the Noble 33 program, collaborating with the marketing team, and ensuring exceptional experiences for our clients.

Key Responsibilities:
  • Cultivating Client Base:
    • Identify potential clients and develop strategies to attract them to Casa Madera.
    • 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 Casa Madera 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 Casa Madera 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 GRM reports, highlighting successful initiatives and suggesting modifications and updates as needed.
  • Managing the Noble 33 Program:
    • Oversee the Noble 33 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 Casa Madera.
    • Assist with photo shoots and social media activities to showcase the brand and engage with clients effectively.
    • Track and share notable clients and share in nightly and weekly reports with marketing for PR purposes.

In-Venue Presence and Outreach Hours:

  • All GRMs will be in the venue Thursday through Sunday, including one brunch shift, as well as weekly Noble nights.
    • During this time, GRMs will be responsible for assisting in the execution of VIP reservations, identifying new VIPs or repeat customers, and engaging with all guests.
  • Daily outreach must be completed and logged before coming into the venue each night.

Physical Abilities:

  • 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.

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