Food & Beverage Guest Experience Manager

Food & Beverage Guest Experience Manager

Location:

US-CA-San Francisco | Property:
Huntington San Francisco
Compensation Minimum: USD $95,000.00/Yr. | Compensation Maximum: USD $/Yr. | Compensation Type:
Yearly

Overview

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.

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 (Seven Rooms, OT, Resy), to include spending data, socials, buying habits & 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.

Qualifications

• 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.
• Compensation Range: $95, plus 2% on all owned events sales booked in F&B areas