What are the responsibilities and job description for the Maitre'D & Guest Relations Manager position at Harbour Club?
○ Provide leadership, guidance, and direction to the reservation team, including recruitment, training, performance management, and professional development, to foster a high-performing and motivated workforce.
○ Oversee all aspects of the reservation process, including handling inquiries, managing bookings, confirming reservations, and resolving issues or discrepancies, ensuring accuracy, efficiency, and compliance with policies and procedures.
○ Analyze reservation trends, booking patterns, and market demand data to forecast occupancy levels, identify opportunities for revenue growth, and make data-driven decisions to optimize pricing and inventory management strategies.
○ Evaluate and implement reservation management systems, booking engines, and revenue management tools to streamline processes, enhance efficiency, and improve the guest booking experience.
○ Generate reports and analytics related to reservation performance, revenue metrics, and market trends, providing insights and recommendations to senior management for strategic planning and decision-making.
○ Ensure accuracy and consistency in reservation records, guest profiles, and booking details, conducting regular audits and quality checks to maintain high standards of service and compliance with industry standards.
○ Oversee reputation management using a weekly review tracker, including the timely response to all online feedback & guest reviews and provide a channel of communication for both positive and negative reviews.
○ Manage relationships with concierge companies and hotels for a point of contact between Harbour Club and the concierges
○ Coordinate the creation and delivery of the monthly concierge gifts for each location
○ Responsible for the work flow of reservations, overseeing confirmation emails, reservations release, pre-service meetings and service at the front door.
○ Keep all platforms up to date and current with hours of operation
○ Responsible for reservations recap, line-up notes, and other preservice necessities
○ Scheduling of reservationists and host team
○ Oversee all aspects of service, including those in the dining room, bar, and private dining room
○ Uphold all standards of the restaurant, service, appearance, and conduct
○ The Maitre D’ is responsible for managing and leading daily front desk operations for the restaurant
○ Proactively visit with and interact with restaurant guests; build loyalty and face/name recognition
○ Manage host team to provide seamless guest interaction
○ Maximize seating utilizing Seven Rooms
○ Understand the market and surrounding areas (i.e. restaurants, businesses, hotels)
○ A complete understanding of all menus, menu structure, ingredients, origins
○ Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
○ Attend employee meetings and communicate suggestions for improvement as needed
○ Create daily face sheets of all members or vips/relevant guests for reservations
○ Collect and input guest notes from service staff each shift to input into sevenrooms