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Not stated
Work mode
On-site
Experience
Experienced
About the role
You will lead the guest relations team at a hotel restaurant and bar, making sure daily service runs smoothly and every visitor feels valued. This role suits someone with supervisory experience in hospitality who enjoys coaching a team and building relationships with regulars and VIPs.
What you'll do
Keep communication flowing between the team and guests so service stays consistent
Anticipate materials and supplies needed and make sure they are on hand
Encourage teamwork and a harmonious working environment
Maintain and update the restaurant and bar guest database, including regulars, whiskey club members and VIPs
Handle enquiries and monthly reservation updates for American Whiskey Club members
Oversee menu and EDM creation for special events
Keep guest profile histories current, noting birthdays and anniversaries for reservation outreach
Track competitor promotions and pricing by monitoring the local scene and making regular calls
Take ownership of the restaurant and bar areas, including taking orders and serving food and drinks
Manage all reservations for groups, VIPs and media
Follow proper procedures for guest correspondence, enquiries and follow-ups
Maintain and update computer files such as standard letters and current menus
Discuss menu changes and daily specials with staff in advance so everyone knows the details
Report any accident immediately, however minor
Recognise and handle guests who appear intoxicated, disruptive or unwanted
Resolve guest complaints and report the situation and outcome to a manager
Respond correctly to any hotel emergency or safety situation
Carry out daily secondary duties as coordinated
Complete other tasks or projects assigned by hotel management
Set up procedures and upkeep for par-stocks of menus, beverage lists and wine lists
Follow reservation procedures and telephone techniques to Hilton standards
Make sure the telephone system is always working
Create daily, weekly and monthly hostess checklists
Compile and update the Manhattan manual training
Control stationery costs
Coordinate arrivals and departures of special guests such as VIPs
Manage communication between guests and staff
Direct, coach and manage the guest relations team to uphold standards and procedures
Appraise team performance
Build and maintain relationships with the bar industry and suppliers
Take event enquiries and bookings and handle them within a set timeline
Grow bar revenue through events, private bookings and buy-outs
Review the activities logbook, assign tasks and implement the daily schedule
Work closely with the Floor Manager on staff welfare and keeping the bar at its highest standards
Good to know
Flexible or rotating shifts, including weekends and public holidays
Travel perks including discounted hotel stays through the Go Hilton programme
Health and welfare benefits such as checkups, dental cleanings and glasses
Benefits depend on location and the te
Requirements
Shows initiative, a positive attitude and willingness to keep learning
Can adapt to changing operational needs in a dynamic environment
Works well with colleagues to achieve team goals
Supervisory or managerial experience in hospitality preferred
Communicates effectively in English, verbally and in writing
Strong leadership, coaching and team development skills
Benefits
Discounted travel with room rates from $40 USD per night for up to 110 nights through Go Hilton
Health and welfare plans covering checkups, dental cleanings and glasses
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