Guest Relations Manager
Full-time
Nammos New York
Desired Qualifications
- Minimum 3–5 years’ experience in reservations, guest relations, or front-of-house management within luxury hospitality.
- Strong knowledge of guest relations, reception operations, floor management, and guest service standards.
- Experience with reservation and POS systems, scheduling, and basic cost or inventory control.
- High school diploma or equivalent qualification; hospitality management qualification is an advantage.
- Ability to work flexible schedules including evenings, weekends, and holidays.
- Strong leadership, people management, and decision-making skills.
- Excellent communication, interpersonal, and guest service abilities.
- High attention to detail and consistency across reception and all floor operations.
- Ability to manage busy service periods and a high-volume reception desk calmly and efficiently.
- Strong problem-solving and conflict-resolution skills.
- Ability to stand for extended periods and move between floors, including frequent use of stairs, throughout service.
- Professional appearance, good hygiene, and adherence to grooming standards.
- Deliver consistently high levels of guest satisfaction and service quality, from arrival at reception through the entire floor experience. An Increase on all reviews across all online platforms to be tracked and monitored monthly by the Guest Relations Manager.
- Ensure smooth, efficient coordination of the reception and floor teams – update guest profiles with preferences, allergies, special occasions, birthdays, seating preferences etc.
- Maintain cleanliness, organization, and presentation of the reception area and all dining areas.
- Ensure compliance with service, health, and safety standards, and meet guest experience and revenue targets.
- Drive incremental revenue through guest relations initiatives, including upselling, repeat visit generation, and new clients. Reports to be submitted on a monthly basis to the General Manager for review.
- Oversee the reception desk, guest arrivals and welcome, reservations, and table assignments to optimize guest flow. Engage with guests throughout the dining experience, in particular VIP guests.
- Manage the reception area to ensure a professional, warm, and well-organized first point of contact for all guests.
- Manage daily VIP and special-occasion briefing and ensure all relevant departments are fully informed before service.
- Coordinate with Reservations, Events, Marketing, and Management regarding VIP arrivals, special requests, events, and key guest information.
- Build and maintain strong relationships with regulars, VIPs and Celebrities to ensure a personalized experience.
- Oversee the dining areas to ensure cleanliness, organization, and a welcoming ambiance.
- Handle guest inquiries, special requests, VIP arrangements, and escalated service concerns.
- Monitor service timing across reception and all floor sections to ensure prompt delivery of food and beverages.
- Liaise with kitchen and management to ensure accurate and timely order preparation.
- Maintain comprehensive knowledge of menus, ingredients, daily specials, and the reservation system.
- Oversee payment handling, cash-handling procedures, and daily revenue reporting.
- Lead staff briefings and meetings to communicate updates and reinforce standards.
- Resolve complex guest complaints professionally and efficiently. All online platforms to be managed and updated.
- Enforce health, safety, and sanitation standards across reception and the floor.
- Oversee inventory control, stock ordering, and cost management for reception.
- Maintain accurate guest records and reservation/guest database management.
- Lead by example, maintaining professionalism and a positive work environment.
Vacancy posted 13 days ago
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