Guest Relations Manager
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Overview
Job Description
MFG is hiring an experienced Guest Relations Manager to join our team!
Reporting to the Senior Director of Guest Relations, the Guest Relations Manager oversees the day-to-day operations of the Guest Relations team and is responsible for providing the highest levels of hospitality. This role primarily supports Dallas and Boston markets but may be responsible for assisting other markets as needed and/or assigned by the Sr. Director.
Under the supervision of the Guest Relations leadership team, this position is responsible for ensuring that all procedures are being followed accordingly, meeting restaurant cover goals, and providing leadership to a team of people to improve quality, guest loyalty, productivity, and general operations.
Essential Job Duties
- Manage the reservations books to ensure restaurants meet cover goals based on latest trends, special events, holidays, and seasonal demands.
- Maintain guest book and guest profiles updated across various tools and platforms.
- Provide reports to prepare for VIP meetings including daily cover analysis, cover tracking and trend forecasting.
- Assist with the execution of guest development projects.
- Examine daily duties, assign tasks, and supervise overall performance and development.
- Report to Guest Relations leadership team overall trends that the department is facing.
- Manage house accounts and assist restaurant managers with charging accounts as needed.
- Liaise with Events Department to manage restaurant availability and ensure proper communication is met.
- Coach and motivate staff to deliver superior guest service and assist with the implementation of monthly goals.
- Assist with hiring, onboarding, and training within the department.
- Enforce company and departmental policies and procedures.
- Oversee the execution of guest reservations and experiences.
- Respond to VIP guest inquiries in a timely, friendly, and efficient manner.
- Helps fellow team members whenever necessary to maintain positive working relationships.
- Build long-term relationships with relevant stakeholders, such as dining regulars, VIPs, and employees.
- Assist Guest Relations Coordinators in answering emails and inquiries as needed.
- Ensure the Guest Relations department is staffed and efficiently delegate responsibilities.
- Analyze guest feedback and respond to guest complaints and concerns.
QUALIFICATIONS:
- 5+ years working in the hospitality industry in a manger or supervisory role.
- Extensive knowledge of various restaurant reservations software.
- Proficient in Microsoft Office & Google Workspace.
- General computer skills required.
- Demonstrate exceptional skills in customer relations, communications, and problem-solving.
- Ability to multitask, remain flexible and adjust to situations as they occur.
- Work both independently and as a team, while exercising judgement and initiative.
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