Guest Relations Supervisor

About This Role

We’re looking for hospitality professionals to join our Guest Relations Department. As our company expands, we’re looking to build a team of creative, organized, and passionate leaders.

Position Summary

The Guest Relations Supervisor is responsible for all aspects of the Guest Relations team, while overseeing all aspects of VIP reservations and relations. They will work closely with the Director of Guest Relations and the Guest Relations Manager to create initiatives and procedures for all FOH guest escalations and will ensure consistency in operations and restaurant reservations in delivering an excellent service and hospitality experience for our guests, while driving cover counts and revenues.

Operations

• Works with the Director of Guest Relations, Guest Relations Manager, and management teams across businesses and departments to develop and execute strategies to achieve operational goals at the restaurant level, as well as overseeing daily operations in the Guest Relations department
• Helps recruit, hire and train all members of the Guest Relations team and ensures that operational and training standards are consistently followed and executed by the entire team
• Personally oversees VIP Guest Relations and implements streamlined and thoughtful SOPs at all restaurants.
• Assists in creating and implementing all Guest Relations procedures, ensuring that guest expectations are consistently met and exceeded across SHG
• Reviews shift notes and customer complaints and formulates creative resolution procedures
• Consistently maintains high standards, leads by example and acts as a SHG ambassador and role model
• Responsible for leading the SHG Front of House teams in delivering excellent team style service and hospitality from our guests first moment to their last
• Identifies and resolves potential safety hazards
• Promotes a culture of teamwork, ownership and excellence throughout the departments through developed presence on shift
• Resolves team member or customer conflicts through Sunday Hospitality Group’s disciplinary and grievance handling procedures policies
• Builds morale and team spirit by fostering a work environment where team members’ input is encouraged

Relevant Experience, Skills, Knowledge & Ability

• Possesses excellent strategic planning skills, with an emphasis on delivering, executing and assessing action plans
• Excellent time management, organizational and problem-solving skills
• Ability to adapt and lead change; Ability to thrive in a fast-paced, entrepreneurial environment
• Self-driven, results-oriented, and a passion for excellence
• Highly effective communicator through email, phone, video, and in person
• Ability to lift 50+lbs
• Ability to sit, walk, and stand for long periods of time
• Able to work nights, weekends and holidays, and variable schedule, per the needs of the business

Experience/Education

• Minimum 1+ years’ experience as a Guest Relations Supervisor or similar hospitality role
• Experience with operations management, team management, and team development
• Experience with Resy or similar reservations platform preferred
• A positive attitude and passion for providing exceptional hospitality service
• A strong working knowledge of various reservations software
• Flexible work schedules: the ability to work nights, weekends, and holidays

What We Offer

We offer a competitive wage, alongside a 401(k) retirement plan, PTO, and a full medical, dental, and vision insurance package.