Senior Manager, Guest Performance

Job Classification: Exempt

Directly Reports to: Director of Operations, VP of Operations

Licenses / Certifications: PCI/DSS, Gaming Registration (where required)

Supervises: Guest Success Supervisor, Guest Success Coordinator

Position Summary: Executes the use of reservation system strategies and oversight of Guest Success team functions to maximize and drive revenue performance in all New York restaurants.

Duties and Responsibilities: including but not limited to:

• Implements cross-venue selling techniques.
• Manages the development and relevancy of ongoing training for Guest Success teams with regards to managing reservation inventory, review sentiments, and guest relations.
• Responsible for Guest Success team’s payroll.
• Conducts regular analyses of reservation performance and operating procedures that allow all venues to maximize revenue, business, and the guest experience.
• Responsible for hiring, training, developing, coaching, and scheduling all Guest Success teams.
• Regularly conducts operational meetings with General Managers and maître ds to manage the output of reservation functions during service.
• Drives the standardization of reservations policies and practices across venues, where applicable.
• Regularly visits Restaurants during service to oversee, coach, and maintain the performance of maître ds.
• Assists with the successful execution of all VIP reservation requests including important notes and special direction.
• Regularly participates in local outreach programs to enhance our guest base and make lasting guest connections.
• Manages day to day performance and regularly conducts operational meetings with Guest Success teams to manage the output of reservation functions and guest interactions.
• Works closely with the Sales teams to properly allocate all private event bookings and drive event performance in restaurants.

Training Requirements:

• Tao Group Hospitality PCI/DSS and Gaming Registration (where applicable)

Minimum Education and Qualifications:

• Strong guest service foundation, ability to coach, build a team, problem solve, and leadership skills required.
• Must be organized, self-motivated, and proactive with a strong attention to detail.
• Proficient with computers (Microsoft Products), POS and technology.
• Two-year associate degree (60 credit hours) in Hospitality, Business etc. or equivalent work experience preferred
• Minimum 5 years previous hospitality experience in FOH or HOH operations within a high-volume setting is essential.

Physical Demands and Work Environment:

• Ability to work a flexible schedule inclusive of varying shifts such as days, evenings, weekends and holidays.
• Must be able to bend and lift to 50 lbs.
• Exposure to hot kitchen elements or cleaning materials.
• Role may include job duties or tasks requiring repetitive motion.
• Must be able to stand, lift and bend for extended periods of time.
• Must be able to work and remain focused in a fast-paced and ever-changing environment.

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Tao Group Hospitality reserves the right to make changes in the above job description and all other duties assigned. Nothing herein shall restrict Tao Group Hospitality management’s right to assign or reassign tasks, duties, or responsibilities to this job at any time.