Guest Experience Manager

8 months ago

Toronto, Canada Nobu Hotel Toronto Full time

We are currently seeking a passionate, detail-oriented and customer-focused individual to join our restaurant team as a full-time Guest Experience Manager at Nobu Hotel Toronto.

As the Guest Experience Manager, you will play a pivotal role in curating unforgettable dining experiences for our guests. You will be entrusted with ensuring that every aspect of their visit, from reservation to farewell, surpasses expectations. Your leadership will guide the reservations and host team in delivering the renowned Nobu hospitality and upholding our standards of excellence in guest service.

**Responsibilities**
- Guest Relations:_
- Craft and execute strategies to elevate the overall dining experience at Nobu, from reservation management to post-meal feedback.
- Monitor guest feedback channels, proactively addressing any concerns or opportunities for enhancement.
- Analyze guest satisfaction data to identify trends and areas for improvement, driving continuous enhancement of the guest experience.
- Anticipate guest preferences and provide personalized service to enhance the dining experience.
- Handle guest inquiries, requests, and complaints in a professional and courteous manner, resolving issues promptly and effectively.
- Maintain a visible presence in the dining areas, engaging with guests to gather feedback and provide personalized assistance.
- Reservations Management:_
- Manage reservation systems and databases, ensuring accurate and efficient booking of tables.
- Work closely with kitchen, bar, and service staff to ensure seamless coordination and execution of guest requests.
- Maintain a waitlist during peak dining hours, keeping guests informed of wait times and managing expectations.
- Manage guest recognition initiatives and programs in collaboration with the Sales & Marketing team to foster lasting relationships and repeat business.
- Seating Arrangements:_
- Strategically seat guests according to reservation preferences, group size, and server sections, optimizing table occupancy and flow.
- Maintain a visually appealing and organized seating plan, ensuring proper spacing between tables and adherence to safety protocols.
- Team Leadership:_
- Lead and mentor the reservations and host team, empowering them to deliver personalized and attentive service.
- Conduct regular training sessions to reinforce Nobu's service standards and cultivate a culture of hospitality excellence.
- Ensure compliance with all operational standards, health and safety regulations, and brand guidelines.
- Lead by example and fostering a positive work environment.

**Requirements**:

- Proven experience in a similar guest-facing role in a high-end restaurant or hospitality establishment.
- Exceptional interpersonal and communication skills, with the ability to interact confidently and diplomatically with guests and staff.
- Strong organizational and multitasking abilities, with the capacity to manage reservations, seating arrangements, and guest inquiries effectively.
- Attention to detail and a commitment to delivering impeccable service, with a focus on exceeding guest expectations.
- Leadership qualities and the ability to inspire and motivate front-of-house staff to deliver outstanding performance.
- Flexibility to work evenings, weekends, and holidays as required in a fast-paced dining environment.
- Must be legally eligible to work in Canada.

Nobu Hotel Toronto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

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