Key Focus Areas

• Managing the reservations team to ensure they are warm and professional when handling guests

• Oversees all reservations platforms and ensure maximum reservations, and revenue, at each location. Ensures each system is being utilized to its potential. 

• Acts as a point of contact for VIPs and key partners to ensure exceptional experience

• Builds systems, processes and communication that efficiently and accurately handle reservations, cancellations, and a variety of inquiries received from guests. 

• Organize and execute designated administrative operations and targets.

• Communicate guest needs and necessary information including cancellations, changes, VIP reservations, and guest issues with restaurant managers

• Understand floor plan and service flow in order to maximize restaurant capacity, minimize wait times at the door, and meet guest needs

• Expedite guest experiences, special requests and prepays

• Support the Guest Relations department communications including but not limited to sending daily VIP reports, acquiring itemized receipts, escalating inquiries to management

• Build and maintain a relationship with local concierges, vendors, and other potential partners to maximize group exposure and other service partnerships.

• Ensure team exhibits professionalism and projects a positive image in telephone and email conversations while processing information and maintaining composure under stressful situations

• Have a thorough knowledge of Mattos Hospitality restaurant menus and design

• Fill in where needed to ensure guest experience is never compromised as a result of operational challenges 

People Management:

• Ensures consistent execution of company policies and procedures. 

• Demonstrate the ability to lead and build capable teams and be a steward of our culture. 

• Establishes and oversee all kitchen operations in line with company standards, as well as complying with all city, state, and federal laws and regulations.

• Accomplishes human resource objectives by recruiting, selecting, orienting, assigning, scheduling, coaching, counseling, and disciplining management and hourly staff.

• Develops and mentors the team through training, clear staff communication, reinforcement & constructive feedback, and performance review.

• Ensure team members are focused on effectively achieving top priorities. 

• Ensure that all training programs are implemented, executed and updated always.

• Responsible for day-to-day staffing, scheduling procedures and auditing of staffing attendance. Modify staffing configurations based upon increases or decreases in sales volumes. 

• Audit & approve payroll for reservations department.

Guest Service

• Ensures all guests consistently receive courteous and efficient service from all team members. Nurtures and upholds the brand when communicating with both guests and employees

• Responds positively and promptly to guest concerns and complaints.

• Acts as the point person for all VIP guests’ reservation requests

• Builds relationships with repeat guests.

• Nurtures and upholds the brand when communicating with both guests and employees

• Optimizes sales by promoting special menus and events, as well as actively maintaining guest retention

Financial

• Generate reports and analytical data through Resy other platforms to help maximize restaurant booking potential

Monitors, analyzes, and controls all reservation costs to maximize revenue goals

Maximizes location reservations potential and menu profitability.

Controls and manages department labor costs 

Manage office supplies and inventory

Team Expectations

• Understand and perform to the company's Purpose, Mission, and Values

• Maintain a clean and sanitary work environment. Keep all areas clean and organized at all times. 

• Be part of a team. Work together and be attentive to each other’s needs on a daily basis. 

• Maintain a gracious, pleasant and friendly attitude, while contributing to a teamwork-based work environment; assisting fellow team members as situations arise. Displays professionalism in all forms of communication.

• Attend all meetings required.

• Take pride in your appearance while adhering to the Dress & Appearance Policy.  

• Be actively involved and visibly present in the daily operation for not only our guests, but also your associates.

• Responsible for maintaining a Safe & Comfortable work environment for all team members. Ensure all health and safety protocols are implemented and maintained. Guarantee any health procedures are executed as needed.

• Adhere to the company policies regarding accident and incident reporting procedures. 

• All other duties assigned.