Guest Relations Manager

Make it Nice Hospitality, the group behind Eleven Madison Park, is set to open an exciting new, refined-casual concept, Clemente Bar in the fall of 2024. A first-of-its-kind cocktail and culinary experience.

As a Guest Relations Manager you will gain a solid understanding of our style of service and our company's culture. This position lays the groundwork for all future opportunities for growth within our team.

Summary of Position:

The Guest Relations Manager holds a pivotal position in overseeing reservations for the Clemente Bar and counter. Collaborating closely with the Director of Hospitality, they coordinate and implement systems to ensure a seamless welcome at the front door and efficient seating for both Eleven Madison Park and the Clemente Bar.

Key responsibilities include training and continuous supervision of daily service and operations to uphold an exemplary guest experience. Cultivating a positive culture, the Guest Relations Manager leads the team in curating exceptional experiences for our guests.

Moreover, this role entails close collaboration with the Director of Hospitality in coordinating, scheduling, communicating, and executing Private Events in the private event space. Effective task prioritization, clear communication with external clients and colleagues, adept problem-solving, relationship-building, and the creation of positive guest experiences are essential aspects of this role.

Reports to: General Manager & Director of Hospitality

Direct Reports:

• Hourly Employees of Clemente Bar
  
  

Duties and Responsibilities Guest Relations

• Build, oversee and maintain Clemente Bar & Counter reservation book design to maximize covers while maintaining service
• Oversee all guest correspondence regarding reservations for Clemente Bar and Counter.
• Develop and implement systems at the front door to ensure a smooth experience for guests dining at either venue.
• Assist Director of Hospitality in overseeing the work flow of reservations system including confirmation emails, reservations release, pre-service meetings and service at the front door.
• Assist in the maintaining of Make it Nice standards and cleanliness in the reservation’s office
• Liaise with team from reservations software, Resy
• Oversee all aspects of service, including those in the dining room, bar, and private dining rooms
• Maintain a focus on the front door and guest relations team
• Uphold all standards of the restaurant, service, appearance, and conduct
• Coordinate training as needed and work with management team to develop newly hired
  
  

Private Events

• Coordinate with Director of Hospitality and ensure all event inquiries are replied to within 24 hours via phone and/or email. Manage the sales cycle of an event from inception to completion, prioritizing all facets of event coordination.
• Book all events, generate and signing of contracts in Tripleseat
• Provide prospective guests with tours of all Private Dining spaces as needed.
• Prepare all BEOs with accuracy for all events, in advance, looping in the kitchen as needed.
• Provide updates to events as necessary with both Kitchen and Dining teams in order to ensure clear and constant communication.
• Maintain Tripleseat, including converting leads, maintaining all documents, guest databases, and informational materials.
• Print all menus, place cards, cocktail cards, and other materials as necessary for all events.
• Directly oversee set-up for all events and buyouts.
• Present at start of events to connect with host as needed
• Demonstrate accuracy with the POS system to ensure all deposits and payments are made in a timely and correct manner. Ensure all guest checks are accurate.
• Responsible for guest follow-up post-event to ensure guest satisfaction and to handle any outstanding billing items. Provide the guest with a copy of the receipt.
• Work with the Make it Nice Finance team to Maintain and understand department financials, including invoicing and forecasting. Maintain a strong understanding of relevant marketing strategies.
• Provide strong communication to effectively deliver accurate messaging to all guests.
• Develop and nurture client and community relationships.
  
  

Qualification Standards

• Fluent in both written and spoken English.
• Demonstrate positive leadership characteristics, which inspire team members to meet and exceed standards.
• Polished personal presentation: Grooming meets Company standards, as outlined by Employee Handbook.
• Communicate information effectively and efficiently.
• Ability to work nights, weekends, and holidays, and variable schedule, per the needs of the business.
• Ability to walk, stand, and/or bend continuously and for extended periods as required to perform essential job functions.
• Ability to perform essential job functions under pressure, maintain professionalism when working under stress.
• Ability to utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Tripleseat, and any additional systems as needed; Ability to access and accurately input information using a moderately complex computer system.
• Ability to lift 30+ lbs.
  
  

This roles is commission eligible

The job description above does not list each and every job responsibility of the Guest Relations Manager. Other duties and responsibilities may be assigned as necessary.

More detail about Clemente Bar part of Make it Nice, please visit https://culinaryagents.com/entities/712026-Clemente-Bar