What are the responsibilities and job description for the Guest service manager position at Saddlehill Cellars?
Do you crave creating unforgettable farm-to-table experiences? Are you passionate about ensuring guest satisfaction and driving positive feedback for a cherished local winery?
If so, we want you on our team here at Saddlehill Winery & Farmhouse Kitchen!
The Restaurant :
Saddlehill Winery & Farmhouse Kitchen is a leading restaurant in City / Area , renowned for its Unique Selling Proposition - delicious farm-fresh cuisine, award-winning wines, warm ambience, etc.
We are committed to providing exceptional service and creating lasting memories for our guests, all while showcasing the bounty of our region.
The Role :
The Guest Services Manager plays a pivotal role in ensuring every guest's experience at Saddlehill Winery & Farmhouse Kitchen, from initial reservation to post-dinner feedback, is seamless and unforgettable.
You will lead and oversee the guest services team, championing guest satisfaction and driving positive word-of-mouth.
Responsibilities :
Reservations Management : Lead and oversee the reservations team, ensuring efficient and accurate processing of all online and offline reservations (phone, email).
This includes managing modifications, cancellations, and waitlists.
Guest Communication : Serve as the central point of contact for all guest inquiries and requests. This includes responding to phone calls, emails, and online messages in a timely and courteous manner.
Large Party Bookings : Manage the reservation process for large parties, ensuring all details are confirmed and communicated clearly.
Guest Satisfaction Champion : Actively monitor guest feedback across platforms (online reviews, surveys, in-person interactions).
Develop and implement strategies to address concerns, resolve issues promptly and efficiently, and foster positive word-of-mouth.
Data Analysis and Reporting : Analyze guest feedback data to identify trends and areas for improvement. Generate reports to collaborate with leadership in implementing programs and initiatives that enhance the guest experience.
Team Leadership : Provide coaching, mentoring, and ongoing training to the reservations and guest services team, fostering a positive and motivated work environment.
Qualifications :
Minimum 3-5 years of experience in a hospitality environment, ideally in a restaurant setting.
Proven track record of exceeding guest expectations and resolving customer concerns effectively.
Strong communication, interpersonal, and organizational skills.
Proficiency ina leading reservation management system.
Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
Passion for the hospitality industry and a commitment to providing exceptional service.Must Possess These Traits
Customer-Centric :
Empathy and Emotional Intelligence : The ability to understand and share the feelings of guests, both positive and negative.
This allows them to build rapport and connect with guests on a personal level.
Service Orientation : A genuine desire to help others and ensure they have a positive experience. They take pride in exceeding guest expectations and resolving any issues promptly and efficiently.
Patience and Resilience : The ability to remain calm and professional under pressure, especially when dealing with frustrated or demanding guests.
Communication Skills :
Excellent Verbal and Written Communication : The ability to clearly and concisely communicate with guests verbally (phone calls) and in writing (emails, online messages).
This includes active listening skills to understand guest needs and requests.
Organizational Skills :
Time Management : The ability to effectively manage a busy schedule and prioritize multiple tasks simultaneously. They need to ensure reservations are processed accurately and efficiently, handle guest inquiries promptly, and oversee the team's performance.
Attention to Detail : A keen eye for detail to ensure reservations are accurate, guest requests are followed precisely, and all aspects of the guest experience are seamless.
Leadership and Teamwork :
Team Player : The ability to work collaboratively with the reservations and guest services team, fostering a positive and supportive work environment.
Leadership Skills : The ability to motivate and coach the team, providing training and development opportunities to ensure everyone delivers exceptional service.
Additional Traits :
Passion for Hospitality : A genuine interest in the hospitality industry and a desire to create memorable dining experiences for guests.
Positive Attitude : An optimistic and enthusiastic outlook that creates a welcoming and enjoyable atmosphere for guests.
Adaptability : The ability to adapt to changing situations and handle unexpected challenges efficiently.
Stress Management : The ability to manage stress effectively in a fast-paced environment.
By possessing this combination of personality traits and skills, a Guest Services Manager at Saddlehill Winery & Farmhouse Kitchen can ensure a smooth and enjoyable dining experience for every guest, fostering positive word-of-mouth and contributing to the continued success of Saddelhill.
Benefits :
Saddlehill Winery & Farmhouse Kitchen offers a competitive compensation package with benefits (health insurance, paid time off, etc.
and the opportunity to work in a dynamic and exciting environment, surrounded by beautiful vineyards and delicious food.
Join our team and be a part of creating cherished memories for our guest
Job Posted by ApplicantPro
Last updated : 2024-06-27