POSITION SUMMARY: The guest service manager is accountable and responsible for assisting the general manager ensuring total guest satisfaction with each experience. The guest service manager reports to the general manager.
KEY RESPONSIBILITIES:
- Build and maintain a positive, fun environment focused on building a loyal team and happy guests
- Ensure team members are serving, assisting and escorting guests properly to ensure complete guest satisfaction
- Oversee and assist team members in providing great guest service and assist in resolving guest complaints as well as attend to special requests as needed
- Consistently perform table touches and guest check-ins to understand if the needs of the guests are being met
- Delegate tasks to team to run great shifts, provide support and coaching as needed
- Hold team accountable for their performance; provide coaching and counseling as needed
- Provide effective and open communication on goals during team meetings; recognize positive contributions
- Ensure product quality, venue cleanliness, maintenance, and security standards are met
- Assist in creating employee schedules that maintain financial responsibility and ensure an exceptional guest experience
- Ensure proper cash handling and deposit procedures are followed
- Maintain confidentiality on sensitive business matters, human resources issues, or other information restricted by the business
- May perform other responsibilities as assigned by the general manager
QUALIFICATIONS/SKILLS/EDUCATION:
- Excellent communication skills to connect effectively with guests and team members
- Possess the ethics and positive attitude that support our values and culture
- Problem solver with the ability to manage a fast-paced, high-volume, clean, guest-focused venue
- A relationship builder and comfortable handling conflict
- Displays self-confidence and humility simultaneously
- Cares about people and show empathy and kindness
- Ability to use a computer and a variety of restaurant software systems
- Strong time-management skills and ability to multi-task, prioritize, and organize
- Minimum of 2 years’ experience as a restaurant manager and/or a restaurant, hospitality, or business degree
- Must be at least 21 years of age
