Guest Services Manager

Job Title: Guest Services Manager

Job Summary:

We are seeking a dedicated and professional Guest Services Manager to lead our front-of-house team and ensure an exceptional guest experience. This role involves supervising and scheduling the host team, managing reservations, handling guest complaints, and maintaining a positive atmosphere throughout service. The Guest Services Manager will act as the first point of contact for both guests and staff, ensuring smooth operations, optimal service, and overall guest satisfaction.

Key Responsibilities:

· Team Supervision: Supervise and schedule a team of 5-10 hosts, ensuring adequate coverage during service hours.

· Reservation Management: Oversee and maintain guest reservations through multiple platforms (Open Table, Triple Seat, Slang A.I.), ensuring accurate booking and timely updates.

· Guest Satisfaction: Ensure all guests have a positive experience by addressing inquiries, resolving complaints, and escalating issues to upper management when necessary.

· Guest Inquiries: Assist guests with duplicate receipt requests, ensuring quick and accurate responses.

· Monitor Online Reviews: Regularly check and analyze online reviews from platforms such as Open Table, Yelp, TripAdvisor, and Google. Address guest feedback, track staff mentions, and report trends to upper management.

· Staff Coordination: Act as the first point of contact for servers and ensure smooth communication between host and wait staff.

· Front Door Presence: Maintain a visible presence at the door during service, greeting and welcoming guests with a friendly and professional demeanor.

· Host Duty Delegation: Ensure the proper delegation of host responsibilities, such as greeting guests, managing the reception area, and seating guests promptly and comfortably.

· Guest Seating: Escort guests to their tables, ensuring they are seated promptly, comfortably, the table is level and all required menus, silverware, highchairs and/or booster seats are provided.

· Seating Coordination: Work with the host and wait staff to manage seating arrangements and provide accurate wait times to guests.

· Incoming Calls: Answer phone calls, address guest inquiries, and provide relevant information regarding reservations, wait times, and services.

· Customer Service Excellence: Maintain a high standard of customer service throughout the shift, ensuring guests feel valued and well attended to.

· Departure: Thank guests upon their departure, ensuring a lasting positive impression of their visit.

· Professional Appearance: Maintain a professional appearance and demeanor, setting the tone for the team and the guests.

· Dress Code Compliance: Ensure that the host staff adheres to the dress code policy and maintains a neat and polished appearance.

· Wait Staff Assistance: Assist wait staff as needed to ensure smooth operations during busy service periods.

· Guest Communication: Communicate with guests through direct messages on the reservation system, addressing their inquiries, confirming bookings, and providing information to ensure a seamless experience.

· Guest Inquiry Management: Direct guest inquiries to the appropriate department or person, ensuring that all requests are handled efficiently and by the right team member.

· Filter Upper Management Requests: Assess guest concerns or requests that require upper management’s attention, filtering and directing them appropriately to ensure timely and effective resolution.

· FOH Supply Coordination: Identify needs for front-of-house (FOH) supplies (e.g., menus, cleaning materials, utensils) and communicate these requirements to the designated person or department for prompt restocking.

· Process and Experience Improvement: Proactively identify opportunities to enhance existing processes and improve the overall guest experience, working with the team and management to implement changes that drive service excellence.

· Additional Duties as assigned

Qualifications:

· Previous experience in guest services, hospitality, or a similar front-of-house role.

· Strong leadership and communication skills.

· Ability to handle guest complaints professionally and resolve issues quickly.

· Proficiency in reservation management systems (e.g., Open Table, Triple Seat, Slang A.I.).

· Ability to work in a fast-paced, high-pressure environment.

· Exceptional customer service skills and a positive attitude.

· Professional appearance and demeanor at all times.

Working Conditions:

· Must be available to work evenings, weekends, and holidays.

· Ability to stand for extended periods and move quickly in a fast-paced environment.

· Must be comfortable with multi-tasking and managing multiple guest interactions simultaneously.

Benefits:

· Competitive salary.

· Medical/Dental Insurance available after meeting eligibility requirements

· Opportunities for career growth and development.

· Employee discounts and perks.

If you are passionate about guest services and leading a team dedicated to providing exceptional experiences, we would love to hear from you!

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Food provided
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• San Antonio, TX 78205 (Required)

Ability to Relocate:

• San Antonio, TX 78205: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $25