Manager, Guest Relations
Full-time
Ralph's Coffee - Madison Ave
Manager, Guest Relations: Reports To: General Manager
Role Overview: The Manager, Guest Relations is the hospitality leader of the flagship. This role is fully dedicated to owning, elevating, and protecting the guest journey from arrival to departure.
As the cultural and service standard bearer, this leader manages all guest-facing team members including hosts, servers, baristas, retail coffee sales and food runners — ensuring that every interaction feels polished, warm, personal, and unmistakably Ralph Lauren.
This role requires a refined hospitality background and a deep understanding of luxury service behaviors, emotional intelligence, and floor leadership in high-touch environments.
Core Responsibilities:
Guest Experience: * Serve as the constant, visible floor presence during peak business hours.
* Curate a seamless, anticipatory guest journey — from greeting to farewell.
* Lead all guest-facing associates with a hospitality-first mindset.
* Model elevated service behaviors: body language, tone, storytelling, menu fluency, and recovery.
* Manage VIP visits, special requests, and brand moments with discretion and excellence.
* Resolve guest concerns swiftly, professionally, and with brand-aligned grace.
* Conduct regular food audits to ensure standards meet flagship expectations Front-of-House Leadership & Culture:
* Set the emotional tone of the café — energized, polished, welcoming, confident.
* Coach in real time to refine service technique and guest connection skills.
* Drive hospitality training focused on presence, personalization, and luxury standards.
* Conduct formal performance conversations including quarterly reviews, performance improvement discussions and recognition conversations Brand & Ambiance Stewardship: * Ensure the café environment — music, lighting, cleanliness, table presentation — supports a premium hospitality experience.
* Partner with Marketing and Brand teams to flawlessly execute events and activations from a guest-experience perspective.
Administrative & Business Ownership:
* Create front of house schedules aligned with service expectations and corresponding S&B rates
* Input and manage schedules within the payroll scheduling system accurately and in a timely manner
* Oversee Ralph’s Coffee merchandise ordering; maintaining appropriate par levels and monitoring sales trends to prevent out of stock items while minimizing excess inventory
* Review and reconcile timecards to ensure payroll accuracy and labor compliance
* Recruit, interview and staff all front of house positions in partnership with the General Manager
* Assist the General Manager with administrative responsibilities including reporting, communication and special projects as needed Experience, Skills & Qualifications: * 5+ years experience leadership experience in luxury hospitality or premium food & beverage environment
* Highly polished communicator with exceptional emotional intelligence.
* Deep appreciation for luxury, brand storytelling and elevated service standards
* Passionate about service rituals, storytelling, and brand immersion.
* Flexible schedule, including weekends, evenings and special events as required by the business
* Exceptional communication, coaching and interpersonal skills
Role Overview: The Manager, Guest Relations is the hospitality leader of the flagship. This role is fully dedicated to owning, elevating, and protecting the guest journey from arrival to departure.
As the cultural and service standard bearer, this leader manages all guest-facing team members including hosts, servers, baristas, retail coffee sales and food runners — ensuring that every interaction feels polished, warm, personal, and unmistakably Ralph Lauren.
This role requires a refined hospitality background and a deep understanding of luxury service behaviors, emotional intelligence, and floor leadership in high-touch environments.
Core Responsibilities:
Guest Experience: * Serve as the constant, visible floor presence during peak business hours.
* Curate a seamless, anticipatory guest journey — from greeting to farewell.
* Lead all guest-facing associates with a hospitality-first mindset.
* Model elevated service behaviors: body language, tone, storytelling, menu fluency, and recovery.
* Manage VIP visits, special requests, and brand moments with discretion and excellence.
* Resolve guest concerns swiftly, professionally, and with brand-aligned grace.
* Conduct regular food audits to ensure standards meet flagship expectations Front-of-House Leadership & Culture:
* Set the emotional tone of the café — energized, polished, welcoming, confident.
* Coach in real time to refine service technique and guest connection skills.
* Drive hospitality training focused on presence, personalization, and luxury standards.
* Conduct formal performance conversations including quarterly reviews, performance improvement discussions and recognition conversations Brand & Ambiance Stewardship: * Ensure the café environment — music, lighting, cleanliness, table presentation — supports a premium hospitality experience.
* Partner with Marketing and Brand teams to flawlessly execute events and activations from a guest-experience perspective.
Administrative & Business Ownership:
* Create front of house schedules aligned with service expectations and corresponding S&B rates
* Input and manage schedules within the payroll scheduling system accurately and in a timely manner
* Oversee Ralph’s Coffee merchandise ordering; maintaining appropriate par levels and monitoring sales trends to prevent out of stock items while minimizing excess inventory
* Review and reconcile timecards to ensure payroll accuracy and labor compliance
* Recruit, interview and staff all front of house positions in partnership with the General Manager
* Assist the General Manager with administrative responsibilities including reporting, communication and special projects as needed Experience, Skills & Qualifications: * 5+ years experience leadership experience in luxury hospitality or premium food & beverage environment
* Highly polished communicator with exceptional emotional intelligence.
* Deep appreciation for luxury, brand storytelling and elevated service standards
* Passionate about service rituals, storytelling, and brand immersion.
* Flexible schedule, including weekends, evenings and special events as required by the business
* Exceptional communication, coaching and interpersonal skills
Vacancy posted 27 days ago
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