What are the responsibilities and job description for the Guest Relations Manager position at Riviera Dining Group Inc?

Job Description

RDG introduces its first restaurant-concept brand, MILA, which offers guests a culinary journey through exquisite MediterrAsian cuisine, opened in January 2020 in Miami Beach. Combining genuine hospitality, fine dining, and a sophisticated nightlife atmosphere, MILA has quickly become a premier destination within Miami's upscale social scene.

At RDG, we are a collective of individuals dedicated to excellence and the art of sensory engagement. We embrace the rhythms of life and are motivated by the thrill of adventure. Our core principles focus on providing customers with immersive experiences, organic design, and a refined culinary journey.

DREAM IT

MILA has exceeded expectations in its initial two years, achieving remarkable success despite pandemic-related challenges, and securing the #5 spot in The Restaurant Business Top 100 ranking. Building on this success, RDG has expanded into new concepts including AVA MediterrAegean in Winter Park, Florida, CASA NEOS on the Miami River (opened June 2024), and MM, a Membership Community. Upcoming projects include NOORA and Claudie (scheduled for fall 2024), AVA’s second location in Coconut Grove (2025), and HONŌ Japanese Steakhouse (2026).

BUILD IT

RDG's distinguished brand portfolio and exclusive membership program aim to create a network of venues and experiences that offer a unique lifestyle to guests and members in Florida. Our goal is to establish RDG as a leader in the luxury restaurant industry in the United States.

GROW IT

RDG has demonstrated rapid growth and is poised for significant economic expansion globally. We are actively exploring national markets such as New York City, Los Angeles, and Las Vegas, and international markets including Paris, London, Dubai, and Mexico City for potential expansion opportunities.

Summary :

The Guest Relations Manager is responsible for gathering and providing the operations team with essential feedback from all negative reviews. This includes collecting insights from guests and analyzing data from in-house systems such as Toast, OpenTable, SevenRooms, and Radar. The manager will generate a daily log report, ensuring that both the management team and NSR have a clear understanding of the previous evening’s operations each morning. Additionally, all reviews must be responded to within 24 hours, with weekend reviews addressed first thing on Monday morning.

RESPONSIBILITIES :

Guest Relations Management : Monitor and respond to guest reviews, ensuring timely follow-ups. Investigate feedback to assess food, beverage, and service quality while identifying any staff-related concerns.
Collaboration with Leadership : Work closely with the GM, chefs, and corporate chefs by providing insights on guest satisfaction to enhance overall operations.
Maintain High Review Scores : Ensure all accounts maintain a rating of 4.8 or higher.
Timely Review Responses : Address all negative reviews within 24 hours.
Service Recovery Coordination : Partner with the operations team to handle guest recovery efforts effectively.
Compensation Management : Issue gift cards ranging from $50 to $150 based on the validity of complaints.
Staff Monitoring : Oversee servers and managers' guest interactions and disclosures.
Proactive Guest Outreach : Call guests who experienced wait times exceeding 40 minutes the following day to confirm issue resolution, ensuring proper reporting in the NSR as part of weekly tracking.
Late Seating Reporting : Utilize late seating data from AVA, MILA, all MM, and any new venues as needed.
Weekly Reporting : Ensure the Guest Satisfaction Log report is submitted every Friday by end of day to the Executive team, Corporate Culinary team, and all FOH and BOH management teams at each location.
Promoter Payments : Process weekly promoter payments.
Commission Tracking : Maintain and submit the weekly promoter commission log.

Requirements / Qualifications :

Experience & Industry Knowledge : Minimum of 3–5 years of management experience in VIP services, reservations, marketing, or nightlife operations.

Hospitality Background : Prior experience in an upscale, high-volume club, lounge, restaurant, or hospitality setting preferred.

Local Market Expertise : Must have experience in the Florida nightlife industry.

Operational Oversight : Ability to audit operational conditions and ensure both guest and employee safety.

Guest-Focused Approach : Approachable, attentive, and service-oriented with a friendly and professional demeanor.

Strong Communication Skills : Exceptional verbal and written communication abilities with clarity and professionalism.

Bilingual Advantage : Spanish fluency is preferred but not required.

Relationship Management : Ability to build and maintain strong relationships with management, employees, and guests while addressing concerns effectively.

Integrity & Professionalism : Demonstrates integrity, tact, and diplomacy while upholding Riviera Dining Group’s values and HR principles with consistency.

Independent & Strategic Thinking : Capable of working autonomously under pressure while exercising sound business judgment.

Organizational & Administrative Skills : Strong administrative abilities with the capacity to multitask and stay organized in a fast-paced environment.

Problem-Solving & Analytical Skills : Frequently applies reasoning, problem-solving, and organizational skills to operational challenges.

Financial Acumen : Proficient in basic math, profit / loss analysis, percentages, and variance calculations.

Flexible Schedule : Willing to work nights, weekends, and holidays as needed, with the ability to accommodate long hours based on business demands.

Physical Demands And Work Environment :

General office assignments-(typing), which lends itself to repetitive motion.

Sitting in a stationary position for several hours within the day.

Salary : $50 - $150

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