Guest Relations Manager

Guest Relations Manager
Based near Notting Hill
Full time permanent role
Salary: £40,000 - £50,000 per annum

Our client, a prestigious multi Michelin-starred restaurant in London, is seeking a dedicated and experienced Guest Relations Manager to join their team. As the head of department, you will play a pivotal role in managing all reservation bookings and enquiries in addition to managing the reception team. A welcoming and engaging personality coupled with exceptional telephone etiquette is essential for success in this role.

Responsibilities:

• Oversee all phone and email restaurant bookings and enquiries. Utilise the OpenTable system to efficiently manage reservations and maximise restaurant covers for every service.
• Manage and mentor the reception team, ensuring smooth coordination and communication between team members. Provide training and support to improve team performance and enhance guest satisfaction.
• Maintain a welcoming, friendly and engaging demeanour when interacting with guests. Handle face-to-face, telephone, email and OpenTable enquiries in a polite and professional manager. Address guest complaints or issues effectively and escalate when necessary.
• Collaborate with management team to maintain and enforce reservation policies and procedures. Ensure adherence to established standards to enhance the guest experience e and streamline operations.
• Assist in maintaining up to date training manuals for staff when introducing new processes. Use training materials to mentor and monitor department team members with periodic appraisals and reviews.
• Maintain accurate records of reservations and guest preferences. Utilise data to inform decision-making when dealing communicating with guests and enhance the overall guest experience.
• Collaborate with management to improve the overall reservation experience by implementing back of house operations through new software’s and tech systems.

Requirements:

• Previous experience in a similar role is essential, preferably within a fine dining or hospitality environment.
• Demonstrated leadership abilities with a proactive approach to problem-solving and team management.
• Familiarity with the OpenTable reservation system and Microsoft Office suite.
• Strong command of the English language with exceptional written and verbal communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Exceptional interpersonal and communication skills.
• Detail-oriented with a focus on providing outstanding customer service.
• Flexibility to work as necessary to meet the business requirements in order to complete the proper performance of your duties.