Position Summary
The Guest Relations Manager is responsible for creating and maintaining exceptional guest experiences at Blackshop Restaurant. This role serves as the primary point of contact for guest feedback, special requests, and service recovery, ensuring every guest receives personalized, attentive, and memorable hospitality. The Guest Relations Manager works closely with the management and service teams to uphold Blackshop's reputation for outstanding food, service, and customer satisfaction.
Key ResponsibilitiesGuest Experience & Hospitality
- Welcome and engage with guests to ensure a warm and memorable dining experience.
- Build strong relationships with regular guests and VIP clientele.
- Anticipate guest needs and proactively address concerns.
- Coordinate special occasions, celebrations, and personalized guest requests.
- Monitor dining room activity to ensure service standards are consistently met.
Guest Feedback & Service Recovery
- Respond professionally and promptly to guest concerns, complaints, and feedback.
- Resolve service issues effectively while maintaining guest satisfaction.
- Follow up with guests regarding concerns and service recovery initiatives.
- Monitor online reviews and guest feedback platforms and assist in developing action plans for continuous improvement.
Team Leadership & Training
- Support the training and development of front-of-house staff in hospitality and guest service excellence.
- Coach team members on communication, professionalism, and guest engagement.
- Promote a positive, guest-focused culture throughout the restaurant.
Reservations & Special Events
- Oversee reservation management and seating strategies to optimize guest flow.
- Coordinate VIP reservations, large parties, and special events.
- Collaborate with management to ensure smooth execution of private dining and promotional events.
Administrative Duties
- Maintain guest profiles and preferences within reservation systems.
- Prepare guest experience reports and identify trends or opportunities for improvement.
- Assist with marketing initiatives, loyalty programs, and guest engagement campaigns as required.
Qualifications
- Minimum 3 years of experience in hospitality, guest services, restaurant management, or a related field.
- Exceptional interpersonal and communication skills.
- Proven ability to handle guest concerns with professionalism and discretion.
- Strong organizational and multitasking abilities.
- Experience with reservation and guest management systems is considered an asset.
- Flexible schedule, including evenings, weekends, and holidays.
- Passion for hospitality and delivering exceptional customer experiences.
Skills & Competencies
- Customer Service Excellence
- Relationship Building
- Conflict Resolution
- Leadership and Team Development
- Problem Solving
- Attention to Detail
- Professional Communication
- Time Management
What We Offer
- Competitive compensation
- Opportunities for professional growth and development
- Collaborative and supportive work environment
- Employee dining and hospitality benefits
- The opportunity to be part of a respected and guest-focused restaurant team
At Blackshop Restaurant, we are committed to creating memorable experiences through exceptional food, service, and hospitality. The Guest Relations Manager plays a key role in ensuring every guest leaves with a lasting positive impression.
Pay: $24.00-$27.00 per hour
Benefits:
- Dental care
- Discounted or free food
- Flexible schedule
- On-site parking
Work Location: In person
