Guest Experience Manager

Ballyhoo Hospitality is currently seeking an experienced Guest Experience Manager to join our talented team at Sophia Steak.

About Ballyhoo Hospitality:  About Ballyhoo Hospitality: Founded in 2009 by Ryan and Anna O'Donnell, Ballyhoo Hospitality is a Chicago-based restaurant group operating 15 neighborhood-driven concepts across Chicago and the suburbs. Led today by Ryan O'Donnell and Partner Jon Farrer, Ballyhoo is built on warm, personal hospitality, honest cuisine, and deep community investment. The group expands intentionally, preserving the individuality of each concept while staying rooted in the belief that great hospitality is shaped by passionate teams, loyal guests, and the neighborhoods they serve.

Job Summary:

Guest Experience Manager is instrumental in cultivating genuine, memorable guest connections and serves as the primary liaison for VIPs, investors, and restaurant partners. This leadership role is pivotal to our operational success, requiring a hands-on approach to recruiting, training, and mentoring a high-performing host team. By providing real-time coaching and expert oversight of front-door operations, the Guest Experience Manager empowers staff to deliver exceptional hospitality. Leveraging deep expertise in Resy, this individual ensures a seamless service flow and maintains the highest standards of excellence throughout the dining experience.

ESSENTIAL JOB FUNCTIONS:

These job functions include, but are not limited to, the following duties; additional duties may be assigned.

• Champion a culture of genuine hospitality by ensuring every guest interaction exceeds expectations.
• Lead the host team in delivering exceptional guest experience
• Manage VIP reservations, special occasions, large parties, and guest preferences to create personalized dining experiences.
• Resolve guest concerns professionally and proactively while maintaining the highest level of hospitality.
• Partner with restaurant management to anticipate guest needs and ensure seamless service from reservation through departure.
• Develop reservation strategies that optimize seating capacity, guest flow, and operational efficiency while maintaining service standards.
• Collaborate daily with General Managers, Executive Chefs, and Front of House leaders to balance reservations, walk-in traffic, private dining, and special events.
• Monitor reservation pacing, table availability, waitlists, and seating efficiency throughout service.
• Analyze reservation trends, peak dining periods, cancellations, and guest demand to make operational recommendations.
• Participate in restaurants opening and closing responsibilities
• Assist leadership team in supporting service on the floor

QUALIFICATIONS:

To perform this job successfully, the Reservations Manager  must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Minimum of 3 years’ experience in the restaurant/hospitality industry
• Must have a working knowledge of restaurant management and operations.
• Preferred Maitre D and Front of The House Management experience
• Excellent communication and organization skills
• Experience in InDesign, Resy and Toast is preferred
• Demonstrated leadership qualities and the drive to cultivate a hospitality-focused service culture
• Ability to maintain a standing position for a minimum of eight hours per day
• Ability to work weekends, nights and holidays
• Ability to reach, bend, and frequently lift up to 50 pounds

Why Join Us?

• Opportunity to work in a dynamic and friendly environment.
• Gain valuable experience in the hospitality industry.
• Be part of a team that values growth and development.

Benefits & Perks: Health, Dental, and Voluntary Benefits Package, 401(k) program, paid parental leave, paid vacation, career mentorship and growth potential, and dining incentives across our 12+ establishments!

How to Apply:

Interested candidates should submit their resume and a brief cover letter outlining their relevant experience.

Ballyhoo Hospitality Group & Big Mamma Group are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.