Maitre'D & Guest Relations Manager

• Provide leadership, guidance, and direction to the reservation team, including recruitment, training, performance management, and professional development, to foster a high-performing and motivated workforce.
• Oversee all aspects of the reservation process, including handling inquiries, managing bookings, confirming reservations, and resolving issues or discrepancies, ensuring accuracy, efficiency, and compliance with policies and procedures.
• Analyze reservation trends, booking patterns, and market demand data to forecast occupancy levels, identify opportunities for revenue growth, and make data-driven decisions to optimize pricing and inventory management strategies.
• Evaluate and implement reservation management systems, booking engines, and revenue management tools to streamline processes, enhance efficiency, and improve the guest booking experience.
• Generate reports and analytics related to reservation performance, revenue metrics, and market trends, providing insights and recommendations to senior management for strategic planning and decision-making.
• Ensure accuracy and consistency in reservation records, guest profiles, and booking details, conducting regular audits and quality checks to maintain high standards of service and compliance with industry standards.
• Oversee reputation management using a weekly review tracker, including the timely response to all online feedback & guest reviews and provide a channel of communication for both positive and negative reviews. 
• Manage relationships with concierge companies and hotels for a point of contact between Harbour Club and the concierges
• Coordinate the creation and delivery of the monthly concierge gifts for each location
• Responsible for the work flow of reservations, overseeing confirmation emails, reservations release, pre-service meetings and service at the front door.
• Keep all platforms up to date and current with hours of operation
• Responsible for reservations recap, line-up notes, and other preservice necessities
• Scheduling of reservationists and host team
• Oversee all aspects of service, including those in the dining room, bar, and private dining room
• Uphold all standards of the restaurant, service, appearance, and conduct
• The Maitre D’ is responsible for managing and leading daily front desk operations for the restaurant
• Proactively visit with and interact with restaurant guests; build loyalty and face/name recognition
• Manage host team to provide seamless guest interaction
• Maximize seating utilizing Seven Rooms
• Understand the market and surrounding areas (i.e. restaurants, businesses, hotels)
• A complete understanding of all menus, menu structure, ingredients, origins
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
• Attend employee meetings and communicate suggestions for improvement as needed
• Create daily face sheets of all members or vips/relevant guests for reservations
• Collect and input guest notes from service staff each shift to input into sevenrooms