Guest Services Supervisor

2 weeks ago

New York, New York, United States José Andrés Group - NoMad Full time

GUEST RELATIONS MANAGER

Salary Range: $85K-$90K

Company Overview

At José Andrés Group, our mission is to transform the world through culinary excellence. Our diverse range of dining establishments, from casual eateries to upscale restaurants, relies on the dedication of our team members to ensure the success of our brand.

Position Summary
The Guest Relations Manager plays a pivotal role in setting and upholding the standards for communication with guests via phone, email, and digital platforms. This position collaborates closely with operational teams to enhance revenue and elevate the guest experience.

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

Key Responsibilities

Team Leadership

  • Oversee the employee lifecycle for a team of 4-6 hourly staff, focusing on recruitment, scheduling, and performance feedback.
  • Provide comprehensive training and coaching to enhance the team's communication skills.
  • Ensure adherence to company policies and processes among team members.
  • Maintain high standards of service excellence and consistency.

Guest Relationship Management

  • Manage the workflow of reservations, including confirmation communications and waitlist management.
  • Oversee daily operations related to no-show fees and pre-payment processes.
  • Supervise guest relationship management on digital platforms, ensuring timely responses to feedback.
  • Develop and maintain a comprehensive database of guest information, preferences, and follow-up communications.
  • Facilitate communication with VIPs, partners, and media to ensure a seamless guest experience.

Service Excellence

  • Identify and implement standard operating procedures to enhance hospitality.
  • Foster relationships with front-of-house teams and lead training sessions to promote exceptional service.
  • Participate in pre-shift meetings to share important guest information and encourage a culture of service.
  • Ensure recognition and appropriate service for notable guests.
  • Uphold industry standards for personalized service.

Revenue Optimization

  • Build relationships with VIPs and leverage networks to enhance guest engagement.
  • Develop cross-selling strategies that become second nature for team members.
  • Collaborate with operations to optimize reservation management and seating arrangements.
  • Maintain relationships with concierges to drive traffic to our restaurants.
  • Engage with community organizations to promote our brand.

Technology Management

  • Oversee the phone system and utilize data analytics for informed decision-making.
  • Collaborate with IT to manage proprietary applications for exclusive reservations.
  • Train teams on best practices for reservation systems.

Special Events Coordination

  • Lead initiatives for special experiences and events.
  • Work with marketing and events teams to facilitate group dining and special occasions.
  • Manage processes for gift cards and corporate contributions.

Office Administration

  • Establish and maintain organizational standards.
  • Ensure inventory levels are maintained appropriately.
  • Oversee menu production with meticulous attention to detail.

Qualifications

  • 3-5 years of experience in hospitality operations.
  • Hospitality degree is preferred.
  • Strong knowledge of food and beverage.
  • Excellent communication and organizational skills.
  • Ability to work independently and take initiative.
  • Proficient in Google Workplace and reservation systems.

José Andrés Group is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

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