Guest Experience Manager

Seagar’s Event & Guest Experience Manager Why Hilton Sandestin Beach? At Hilton Sandestin Beach, we believe that exceptional service begins with an exceptional team. To deliver the best experiences for our guests, we seek out talented individuals who share our passion and vision. Our team members are the driving force behind everything we do, and their dedication is what allows us to create memorable moments for every guest. By joining Hilton Sandestin Beach, you become part of a community of leaders focused on your personal growth and long-term success. What We Offer: 401(k) 401(k) matching Free daily meal service (lunch or dinner) Health insurance Paid time off Vision insurance Why Hilton Sandestin Beach? At Hilton Sandestin Beach, we believe that exceptional service begins with an exceptional team. To deliver the best experiences for our guests, we seek out talented individuals who share our passion and vision. Our team members are the driving force behind everything we do, and their dedication is what allows us to create memorable moments for every guest. By joining Hilton Sandestin Beach, you become part of a community of leaders focused on your personal growth and long-term success. What We Offer: 401(k) 401(k) matching Dental insurance Employee discount Free daily meal service (lunch or dinner) Health insurance Paid time off Vision insurance About the Role: This position is responsible for overseeing the flow of the dining room from the front door, managing reservations and VIP guest experiences, coordinating private dining and special events, generating group and event business, and ensuring seamless communication between the kitchen, service team, and guests. This role is designed to elevate the guest arrival experience, strengthen operational communication, support revenue growth, and reinforce Seagar’s continued evolution as a luxury dining destination. Essential Functions: Serves as the primary point of contact for guest arrivals and departures. Creates a polished, warm, luxury-level first impression for all guests. Recognizes and manages VIPs, repeat guests, and special occasions. Manages reservation pacing and seating flow to support service standards. Handles guest concerns and service recovery with professionalism and urgency. Oversees and maintains OpenTable reservations, notes, and table assignments. Coordinates table plotting and dining room pacing with managers and captains. Participates in pre-shift meetings and operational planning discussions. Communicates reservation trends, VIP notes, and large-party details during pre-shift meetings. Assists in maximizing covers while protecting service standards and kitchen flow. Responds to event and private dining inquiries in a timely and professional manner. Coordinates event details including menus, timing, floor plans, décor, and guest preferences. Ensures all event details and BEOs are accurate and clearly communicated to the service and culinary teams. Serves as the operational liaison between clients and the restaurant team . Oversees event execution to ensure a seamless guest experience. Pursues contacts actively through groups, individual guests, and corporate networking opportunities to capture large-party and private dining business. Generates special event sales through proactive outreach to businesses, organizations, and community groups. Utilizes the Sales Department and maintain follow up communication with past groups and clientele to encourage repeat business. Works alongside the Marketing Director on Seagar’s premium sales and promotional collateral. Represents Seagar’s professionally within the local community and hospitality market. Maintains consistent communication with culinary leadership, managers, captains, and service staff . Assists in managing restaurant operations in the absence of the General Manager. Maintains consistent availability to perform job duties during the designated afternoon and nighttime shift hours, as scheduled. Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, at the discretion of the manager based on the particular requirements of the hotel. Supports daily operational organization and flow of service. Assists leadership in maintaining Seagar’s hospitality and presentation standards. Coordinates and participates in Seagar’s involvement in onsite and offsite community events. Promotes restaurant, events, and private dining opportunities actively during community and networking events. Job Knowledge, Skills, and Abilities: The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Knowledge of fine dining and luxury hospitality. Ability to maintain composure and hospitality during high-volume periods. Ability to remain calm and professional in high-pressure environments. Knowledge of restaurant operations, to include appropriate staffing levels, service equipment, service standards, and guest relations. Knowledge of reservation and event management platforms such as OpenTable and Tripleseat preferred. Ability to read and speak the English language to fully comprehend guest requests, memos, reservations, promotional materials, event orders, and similar written materials. Ability to remember, recite, and promote the variety of menu items. Ability to multitask and prioritize effectively during service. Ability to work a flexible schedule in order to accommodate business levels and events. Ability to move throughout a crowded room to seat guests. Ability to effectively deal with customer complaints and concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and proactive solutions. Qualifications: Education: Any combination of education, training and experience equivalent to graduation from high school that provides the required knowledge, skills and abilities. High school diploma preferred. Experience: Prior food and beverage experience required. Prior fine dining and/or luxury events experience preferred. Licenses and Certificates: Ability to obtain any government required licenses or certificates. More about the Company: Due to the seasonal and business nature of the hospitality industry, employees may be required to work varying schedules and hours to reflect the staffing needs of the hotel. This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other tasks be performed when circumstance changes in the hotel (i.e.: emergencies, changes in personnel, workload, rush jobs, or technological developments.) We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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