Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

Guest Experience & Service Leadership

. Champion high standards of Guest Relations services across all outlets and touchpoints, providing mentorship and coaching to GREs and GROs.

. Ensure GREs are delivering anticipatory, personalized service, including greetings, table guidance, menu presentation, and farewell, for VIPs and regular guests.

. Manage floor operations as needed, stepping in during high-volume periods or events to ensure seamless guest experience.

. Handle escalated guest complaints and service recovery in a timely, professional manner, ensuring learning and process improvement are implemented.

. Conduct pre- and post-visit guest follow-ups, analyzing guest feedback to improve service and anticipate future preferences.

Guest Data & Analytics

Use reservation and CRM systems (Sevenrooms) to generate actionable insights on:

. Guest visit frequency, preferences, and loyalty metrics

. Spending patterns and average check values by guest segment

. Booking and cancellation trends

. Guest feedback scores

. Segment guest data for targeted engagement campaigns, promotions, and upselling initiatives.

. Develop guest persona profiles, tracking VIPs, high-spending clients, and frequent visitors for personalized service and offers.

. Monitor trends in group bookings, corporate clients, and events to inform operational planning and marketing initiatives.

. Analyze market trends, competitor activity, and compset data to optimize guest offerings and pricing strategies.

Reservations, Group Bookings & Event Management

. Act as key liaison for high-value groups and events, coordinating all F&B and operational requirements.

. Ensure flawless event execution, from table setup, menu presentation, guest management, to post-event follow-up.

. Make data-informed decisions on table allocation, staffing, and service flow to maximize guest satisfaction and operational efficiency.

. Collaborate with Outlet Managers to monitor event profitability and revenue performance, identifying upsell and repeat business opportunities.

Team Leadership & Development

. Directly supervise GREs and GROs, including scheduling, performance reviews, coaching, and mentoring.

. Identify and implement training and development plans for junior team members to ensure consistent service standards.

. Monitor team adherence to SOPs, brand standards, and Forbes service requirements.

. Foster a motivating, inclusive, and professional work environment, promoting accountability, recognition, and continuous improvement.

Financial & Business Performance (Data-Driven)

. Analyze guest data to identify revenue opportunities, high-value segments, and potential repeat business.

. Work with Outlet Managers to optimize menu offerings, upselling, promotions, and loyalty programs based on guest behavior.

. Monitor and report on average spend per guest, booking trends, group/event profitability, and CRM KPIs.

. Provide actionable insights for top-line growth, aligning operational decisions with guest data intelligence

Standards, Compliance & Professional Conduct

. Maintain exemplary grooming, etiquette, and professional presentation at all times

. Adhere strictly to hotel SOPs, hygiene, safety, and operational standards

. Ensure confidentiality, integrity, and accuracy in handling guest data and financial transactions

. Promote a safe, respectful, and inclusive work environment

. Promote a positive, professional, and service-driven bar environment

. Lead by example in grooming, appearance, punctuality, and professionalism

. Encourage teamwork, accountability, and pride in beverage service excellence

. Support a respectful, inclusive, and safe workplace culture

Requirements:
. Minimum 4-6 years experience in guest relations, F&B operations, or supervisory luxury hospitality roles, with exposure to high-volume or multi-outlet operations.

. Proven experience in team leadership, data-driven guest management, and events coordination.

. Familiarity with CRM and reservation systems (e.g., SevenRooms, Infrasys) for guest analysis, revenue insights, and database management.