Food & Beverage Guest Experience Manager

Highgate Hotels•San Francisco, CA

12h•$95,000 - $1,000,000

About The Position

The Food & Beverage Guest Experience Manager will manage the reservations for F&B outlets and book and assist in operations for all private events in spaces within the hotel. Assist the team in day-to-day operations on the floor. Build and strengthen relationships with key demographics, seek new business within individual booking agents, and generate revenue through high-value guest acquisition and retention.

Requirements

Displays a pleasant and cheerful disposition.
Able to communicate professionally and effectively with both guests and team members.
Must have basic math skills and be capable of operating department-specific software and applications.
Available to work late nights, holidays, and long shifts if necessary.
Must be able to stand and or walk for long periods of time without sitting.
3-4 years of restaurant experience in high volume and casual dining restaurants.
At least 2 years of experience leading a front door team in a high-volume, fine dining restaurant.

Responsibilities

Properly sets-up host stand area, performs side-work and other opening/closing procedures as directed by management.
Ensures all appropriate menus are printed and ready for service.
Actively takes and processes reservations, assists with incoming calls, and answers guest questions.
Tracks and owns end-to-end sales cycle of all F&B related Private dining inquiries for the determined spaces (Big 4, Arabella's, F&B Spa and meeting rooms on the 2nd floor) in Delphi
Works in partnership with the Sales & Catering department to facilitate planning and operations of all Hotel group-related business
Deliver YoY growth across key demographics; Lifestyle Concierge, Hotel Concierge, VIPs, Members & Local Business (categories TBD)
Be a key ambassador for The Huntington Hotel, prevalent and recognizable in the industry and a key contact for VIPs, Members, Concierges & other determined accounts
Manage The Huntington Hotel social program that delivers a trackable ROI & encourages cross-pollination of contacts
Drive pro-active outbound outreach for membership
Participates in any training sessions or departmental meetings.
Ensure all restaurant spaces are maintained in a clean and tidy manner
Encourages positive social media reviews through dynamic guest engagement and personal interaction
Monthly reporting to include covers, revenue, activities, new business and overall sales performance
Develop the F&B events calendar and strategy as an ongoing program to support commercial and operational success.
Have a strong personal and social network, using both to actively promote the HH
Manage profiling of guests, using CRM integration and reservation management systems (SevenRooms, OT, Resy), to include spending data, socials, buying habits & and engagement, and deliver actionable insights to the F&B, and sales & marketing.
Deliver selected databases from the reservation system to campaign teams for social targeting.
Develop & manage incentive programs for concierges
Deliver contacts to other managers as appropriate & cross-pollinate contacts across the group
Capture organic and conversational feedback and deliver to Outlets General Manager for sentiment tracking (NPS/ CSAT)
Develop & manage guest retention plan, specifically focusing on potential high-value and coded guests
Be constantly staying on top of trends, culture, beverage & restaurant market, bringing guest culture to the business
Interacts with guests as they arrive and as they leave the restaurant to ensure a positive dining experience.
Performs other duties as directed.