EVENTS & GUEST RELATIONS COORDINATOR

The Events & Guest Relations Coordinator is a dynamic role encompassing all of the ways that guests interact with us at Overthrow Hospitality. The primary objective of this role is to field a high volume of private event inquiries that we receive on any given day. We are looking for a driven coordinator who loves hospitality and is able to find the right space for the client across our portfolio of different restaurant locations in the East Village. 

In addition to base salary, there is commission offered for each booking -the sky is the limit for those willing to maximize booking completions! This position is perfect for both an experienced reservationist who’s looking for something new and/or a seasoned Service professional who’s looking to transition to the administrative side of Hospitality. As a member of our Guest Relations Department, you’ll be working alongside our full time reservationist and should be willing to assist in the general department responsibilities between event bookings.

In addition to booking private events, this position see’s interaction with both our Marketing Department and Front of House Operations team. The Guest Relations Coordinator will work closely with both departments in curating a seamless and magical experience for all of our guests from start to finish. 

RESPONSIBILITIES:

• Field all incoming Private Event inquiries.
• Assist Management teams in press and VIP reservations/events. Ensure they are set up to have the best experience possible. 
• Ensure that the Operations team is aware of any/all visits (or anticipated visits) from press, critics and other VIP guests. 
• Collect notes on these experiences and log accordingly in the Guest Book. 

GENERAL DEPARTMENT RESPONSIBILITIES:

• Respond swiftly to all guest inquiries from all forms of communication including email, phone call, Instagram, Facebook, Google My Business, Yelp, etc.
• Answer voicemails for all restaurants in a timely manner.
• Alert restaurant location management of any guest inquiries that may affect service. (i.e. a guest is running late.)
• Respond to reviews on Yelp and Google My Business encouraging repeat business
• Field all reservation inquiries and handle accordingly. 
• Book Large Party reservations in accordance with the Reservations SOP.
• Connect guests interested in private events with the Private Events Coordinator.
• Assist guests in utilizing the Resy platform for general reservations. 
• Relay any customer complaints, issues, or important questions to appropriate member(s) of the Operations team.
• Monitor the floor plan layout and spread of covers to maximize revenue without negatively impacting service. 
• Review Nightly Service Logs and note repeat guests and all applicable activity. 
• Build a comprehensive Guest Book within our Resy dashboard. Include all relevant notes about guest habits and what they enjoy so that we may build a record for future visits. 
• Establish "tokens of appreciation" as rewards to social media users for actually being influential -- pay attention to who's deserving of these things, whether they're highly engaged, always posting about us, or the source of further interactions).
• Assist in developing program for "top spenders"and "frequent visitors"
• Assist in "guest relations” partnerships. Including our birthday club, "black cardholders" from industry & NYC elite from companies like SELECT, & concierges.
• Send out daily Reservations Email to alert the restaurant teams of the day’s reservations in accordance with the designated email template. 
• Email is to be sent by 3PM each day.  
• Consult with GMs to ensure all restaurant news is relayed to the Marketing team, ie: new menu items, special events, change of hours,etc.
• Assist Marketing Director with smaller tasks such as research, adding contacts to Mailchimp, analyzing trends in customer satisfaction, interpreting guest pain points, building relationships with industry professionals, attending industry networking events, etc.
• Process online gift card orders.
• Deliver “pick up” orders to designated location  
• Mail out deliverable orders
• Process all orders within 24 hours of receipt

Please email  your resume for consideration.

EQUAL OPPORTUNITY EMPLOYER

Overthrow Hospitality is an Equal Opportunity Employer. We are committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status. In compliance with the Americans with Disabilities Act, Overthrow Hospitality will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer