Guest Relations & Events Manager
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Key skills for this role
About the Role
We are seeking a Guest Relations & Events Manager to oversee guest experience and event execution at a luxury establishment. You will manage VIP guests, coordinate events, and lead service excellence.
Key Skills for This Role
Responsibilities
- Oversee and enhance the overall guest experience, ensuring exceptional service standards are consistently delivered
- Act as the primary point of contact for guest inquiries, VIP guests, special requests, complaints, and event clients
- Build and maintain strong relationships with guests to encourage repeat business and foster guest loyalty
- Monitor guest satisfaction levels and proactively address concerns to ensure prompt and effective resolution
- Manage reservations, guest preferences, special occasions, private dining experiences, and event bookings
- Coordinate and oversee the planning, organization, and execution of corporate events, social gatherings, promotional events, and special occasions
- Liaise with clients to understand event requirements and ensure successful delivery of all event arrangements
- Work closely with Culinary, Service, Sales, and Operations teams to ensure seamless event execution and guest satisfaction
- Conduct regular floor presence during service periods and events to monitor service quality and guest engagement
- Develop and implement guest engagement initiatives to enhance guest satisfaction, loyalty, and retention
- Ensure all guests are greeted, seated, and attended to in a professional and timely manner
- Oversee table allocation, guest flow, and event setup to maximize operational efficiency and guest comfort
Requirements
- Oversee and enhance the overall guest experience, ensuring exceptional service standards are consistently delivered
- Act as the primary point of contact for guest inquiries, VIP guests, special requests, complaints, and event clients
- Build and maintain strong relationships with guests to encourage repeat business and foster guest loyalty
- Monitor guest satisfaction levels and proactively address concerns to ensure prompt and effective resolution
- Manage reservations, guest preferences, special occasions, private dining experiences, and event bookings
- Coordinate and oversee the planning, organization, and execution of corporate events, social gatherings, promotional events, and special occasions
- Liaise with clients to understand event requirements and ensure successful delivery of all event arrangements
- Work closely with Culinary, Service, Sales, and Operations teams to ensure seamless event execution and guest satisfaction
- Conduct regular floor presence during service periods and events to monitor service quality and guest engagement
- Develop and implement guest engagement initiatives to enhance guest satisfaction, loyalty, and retention
- Ensure all guests are greeted, seated, and attended to in a professional and timely manner
- Oversee table allocation, guest flow, and event setup to maximize operational efficiency and guest comfort
Full Job Posting
Key Duties and Responsibilities
- Oversee and enhance the overall guest experience, ensuring exceptional service standards are consistently delivered.
- Act as the primary point of contact for guest inquiries, VIP guests, special requests, complaints, and event clients.
- Build and maintain strong relationships with guests to encourage repeat business and foster guest loyalty.
- Monitor guest satisfaction levels and proactively address concerns to ensure prompt and effective resolution.
- Manage reservations, guest preferences, special occasions, private dining experiences, and event bookings.
- Coordinate and oversee the planning, organization, and execution of corporate events, social gatherings, promotional events, and special occasions.
- Liaise with clients to understand event requirements and ensure successful delivery of all event arrangements.
- Work closely with Culinary, Service, Sales, and Operations teams to ensure seamless event execution and guest satisfaction.
- Conduct regular floor presence during service periods and events to monitor service quality and guest engagement.
- Develop and implement guest engagement initiatives to enhance guest satisfaction, loyalty, and retention.
- Ensure all guests are greeted, seated, and attended to in a professional and timely manner.
- Oversee table allocation, guest flow, and event setup to maximize operational efficiency and guest comfort.
Additional Duties
- Coordinate VIP arrivals, celebrations, and personalized guest experiences.
- Establish and implement service recovery procedures to effectively manage guest complaints and operational challenges.
- Review guest feedback, online reviews, surveys, and event evaluations, providing recommendations for continuous improvement.
- Analyze guest and event performance metrics to identify opportunities for service enhancement and revenue growth.
- Collaborate with the marketing team to promote restaurant events, special offers, seasonal campaigns, and guest engagement initiatives.
- Prepare reports on guest satisfaction, event performance, service quality, and operational improvements for management review.
- Ensure guest profiles, preferences, and event details are accurately maintained within relevant systems.
- Conduct regular team briefings, training sessions, and coaching to maintain high service standards.
- Foster a culture of hospitality excellence, teamwork, accountability, and continuous improvement.
- Ensure compliance with company policies, health and safety regulations, hygiene standards, and brand requirements.
- Build strong relationships with corporate clients, event organizers, partners, and key stakeholders to support business growth.
- Identify opportunities to increase revenue through private dining, special events, promotions, and upselling initiatives.
Final Duties
- Support restaurant management during inspections, audits, and high profile events to ensure flawless execution.
- Act as a brand ambassador, ensuring the restaurant's values, image, and service philosophy are consistently represented.
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