Guest Relations Manager

Role Summary - Strategic management of all Group online reservation platforms

Guest Relations:

• Ensure an exceptional guest experience in our restaurants.
• Train and lead our team of hostesses to maintain high service standards, including social media training on how to reshare content and reply to guest messages.
• Gather and analyze customer feedback to help improve services, including review analysis and follow ups (Tripadvisor, Google etc.)
• Handle and resolve guest complaints or concerns promptly and professionally.
• Follow up on all loyalty programs that would enhance guest retention.
• Manage all reservation system (OpenTable, Seven Rooms, etc ) and ensure its efficient use by hostesses with training.
• Maintain websites back of the house (menu changes, accuracy of info, etc).
• To monitor social media guest posts/stories to ensure whatever is being captured is as per standards.
• Guest experience walk throughs in restaurants – to go round restaurants and ensure all is as per standards:
  • Cleaning standards
  • Uniform standards
  • Ensure proper Organisation in guests’ areas
  • Lighting as per set standards
  • Music as per set standards (including DJ sets)
  • Dancers (style of performances, costumes to standard and interaction with guests)
  • Replacements / upkeep of furniture needed
  • Maintenance requirements
  • Scent
• Support during special creative events (50 Best Bars, Valentines, Halloween, Christmas and NYE) to ensure that all guests’ experience is as per standard and according to the vision/ plan of head of creative, including;
  • Ensuring all team members are aware of the plan and special promotions
  • Decorations
  • Music
  • Entertainment/ Dancers
  • Promotional materials on site

Yield Management:

• Optimize revenue through effective yield management.
  • Monitor and analyze reservation patterns, pricing vs our compset, to maximize seating capacity.
• Collaborate with the marketing team to design promotions and packages that drive revenue during off-peak times.
• Conduct regular market research to stay informed about industry pricing trends. Regularly review and adjust pricing accordingly.
• Monitor online reviews and comments.
• Emailing using our database:
  • Building and managing our email lists
  • Guest acquisition of data base by collecting email addresses through sign-up forms, reservations
  • Create website newsletter
  • Keep separate lists according to guests profile and preference (wine lovers , VIP, spenders, etc.)
  • Manage database emailing (promotions, newsletters, information on upcoming events, etc)

Influencer Management:

• Work with head of creative when influencers are needed.
• Be the point person on site for influencers.
• Collaborate and “manage” influencers to create engaging content that promotes our F&B offerings according to our strategy.
• Track and analyze the impact of influencer collaborations on sales.
• Be present during photoshoots to ensure the image being presented is as per standards

Reports:

• Reports on revenue performance vs influencer collaboration.
• Reports on converted guests after emailing (impact on pertinence of info)

Job Requirements

• Customer service experience.
• Food and beverage (F&B) would be an asset
• Written and verbal communication in English and if possible Maltese.
• Good command of Microsoft Office.
• Management skills.
• Strong leadership, motivational, and people skills.
• Financial management skills. 
• Flexible hours working during weekends and public holidays.
• Skills Pass: www.skillspass.org.mt

About you

• Interpersonal Skills.
• Team player