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Mattos Hospitality hiring Guest Relations Manager in New York, NY

Mattos HospitalityMore Info

Full Time • Salary ($80k)
Expires: Apr 8, 2023

151 people viewed

Required Years of Experience

3 years

Job Details
Mattos Hospitality is looking for a Guest Relations Manager!

The Guest Relations Manager oversees the reservations department for Mattos Hospitality Restaurants.  The

Guest Relations Manager oversees the Reservations team and is responsible for securing the reservations for our venues.  Working in support of the Director of Operations and collaborating with the restaurant leaders, your key responsibility will be to manage and support the day-to-day operation of the Restaurant Reservations Team, while also performing reservationist functions. You will work to accommodate client requests in a timely manner, overseeing bookings, guest database, handling large parties, and the process of taking, recording, changing, and canceling reservations and supporting various administrative and clerical functions.

At Mattos Hospitality, we create memorable and joyful experiences for our community by committing to each other’s development, creativity, and craftsmanship.

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


    • 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.

Compensation Details

Compensation: Salary ($80,000.00)

Benefits & Perks: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Commuter Benefits, Potential Bonuses, Dining Discounts

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Our Purpose

At Mattos Hospitality our purpose is to create an inspiring, sustainable and prosperous business that brings joy, takes care of others, and helps build community through craftsmanship around the table. Our company culture supports the growth and development of our employees and provides opportunities for education and advancement.

About Us

In 2013, Ignacio Mattos opened Estela on Houston Street in the space that once housed the Knitting Factory music venue. With a deep wine list and a bar serving cocktails late into every evening, Estela is a place that takes inspiration from the busy, dependable restaurants that Mattos loves to visit around the world but that is also firmly rooted in downtown New York City.

In early 2016, he opened his second restaurant on Spring Street in SoHo, the Italian restaurant Café Altro Paradiso. Since its opening, Estela has been named one of the World’s 50 Best Restaurants and has received a Michelin Star, in addition to a wide range of best-of local and national publications, and Ignacio was nominated for a James Beard Best Chef: New York award in 2017 .

Located at 1 Rockefeller Plaza, Lodi which opened in September 2021, draws inspiration from Italian aperitivo culture and the Art Deco architecture of the bakery and restaurants’ surroundings. Ignacio Mattos and his team envision Lodi as a neighborhood anchor both elegant and friendly that matches its historic address. It is a place you can visit any time of day, whether for a quick morning espresso or a leisurely late-afternoon cocktail on the plaza.

In 2022, the group will be delivering the food and beverage program for a luxury, boutique hotel in a beautiful period building on the Lower East Side. This includes: an elegant, upscale restaurant, a neighborhood bar, lounge, rooftop bar, in-room dining and a number of private event spaces.

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