Manager of Guest Relations

At Simplevenue, we are revolutionizing the hospitality industry by transforming underutilized spaces into vibrant revenue-generating hubs. Our mission is to create, license, and operate unique micro food and beverage concepts. With 23 venues across six states, our flagship brand, Sushi By Bou, is redefining the omakase tradition with a modern twist.

Position Overview

We are seeking a highly skilled and dynamic individual to manage our Call Center Operations, Reservations System, Listings, and Reviews. This role requires a strategic thinker with a strong customer service orientation, technological proficiency, and the ability to lead cross-functional teams to enhance overall operational efficiency and customer satisfaction. This position will work remotely from the NY tri-state area and may be required to attend on-site meetings when necessary.

Key Responsibilities

• Define key performance indicators (KPIs) for call center operations, monitor performance against these metrics, and develop performance improvement plans.
• Manage and lead a team of guest service agents, including scheduling, training, and performance evaluations.
• Complete daily financial and operational tasks.
• Other duties as assigned.
  
  

Management of Reservations System:

• Manage the entire platform, including listings, experiences, promotions, and reservation tools.
• Strategically manage seat blocking to create scarcity and drive demand.
• Maintain accurate records of reservations and respond to customer feedback.
• Conduct real-time analysis of bookings for advertising needs and revenue optimization.
  
  

Management of Call Center Operations:

• Supervise integration of new call center software, including IVR and AI systems to optimize wait times, improve call routing, and improve guest interactions.
• Recruitment and training off-site reservationists to handle all inquiries and book reservations via the OpenTable system as well as text and email inquiries.
• Utilize historical data and predictive analytics to accurately forecast call volumes and staffing requirements.
• FAQ Management: Manage the ongoing evolution of our FAQs, ensuring reservationists have the latest information to share with guests.
  
  

Listings and Reviews Management:

• Serve as the main point of contact for YEXT.
• Oversee and maintain all business listings and reviews across various platforms.
• Optimize listings with high-quality images, engaging descriptions, and relevant keywords.
• Utilize CRM tools to engage with customers post-visit and encourage reviews.
• Design and implement review request campaigns and incentive programs to motivate customers to leave reviews.
• Manage crisis situations effectively to protect and enhance the restaurant’s online reputation.
  
  

Qualifications

• Minimum 2 years of experience in managing a team, reservation systems, and guest services or in a leadership role in the hospitality industry
• Strong technological proficiency with call center software, restaurant operations platforms, and reservation systems like OpenTable.
• Experience with YEXT or similar listings and review management platforms.
• Strong leadership and management skill with experience in team coaching and development.
• Excellent customer service and communication skills.
• Ability to analyze data, develop strategies, and drive operational excellence.
• Flexibility to work hospitality hours - evenings, weekends, and holidays as needed.
  
  

Perks

• Competitive salary
• Paid time off
• Medical, dental, and vision insurance
• Opportunities for growth and professional development
• Positive and supportive work environment