Director of Reservation and Guest Relations
Apply NowCompany: Riviera Dining Group
Location: Miami, FL 33186
Description:
RDG introduces its first restaurant-concept brand, MILA, which offers guests a culinary journey through exquisite MediterrAsian cuisine, opened in January 2020 in Miami Beach. Combining genuine hospitality, fine dining, and a sophisticated nightlife atmosphere, MILA has quickly become a premier destination within Miami's upscale social scene.
At RDG, we are a collective of individuals dedicated to excellence and the art of sensory engagement. We embrace the rhythms of life and are motivated by the thrill of adventure. Our core principles focus on providing customers with immersive experiences, organic design, and a refined culinary journey.
DREAM IT
MILA has exceeded expectations in its initial two years, achieving remarkable success despite pandemic-related challenges, and securing the #5 spot in The Restaurant Business Top 100 ranking. Building on this success, RDG has expanded into new concepts including AVA MediterrAegean in Winter Park, Florida, CASA NEOS on the Miami River (opened June 2024), and MM, a Membership Community. Upcoming projects include NOORA and Claudie (scheduled for fall 2024), AVA's second location in Coconut Grove (2025), and HON Japanese Steakhouse (2026).
BUILD IT
RDG's distinguished brand portfolio and exclusive membership program aim to create a network of venues and experiences that offer a unique lifestyle to guests and members in Florida. Our goal is to establish RDG as a leader in the luxury restaurant industry in the United States.
GROW IT
RDG has demonstrated rapid growth and is poised for significant economic expansion globally. We are actively exploring national markets such as New York City, Los Angeles, and Las Vegas, and international markets including Paris, London, Dubai, and Mexico City for potential expansion opportunities.
Summary:
The Director of Reservation and Guest Relations will lead and oversee all aspects of the reservations and guest relations operations for the organization. This role will focus on optimizing reservation systems, enhancing guest experiences, and leveraging advanced analytics and technology to improve efficiency and guest satisfaction. The individual will be responsible for strategic planning, data analysis, implementation of AI-driven solutions, and managing a high-performing team of managers in the department.
RESPONSIBILITIES:
Reservations Management
Oversee all restaurant reservations and ensure seamless functionality and optimization of reservation software platforms, including OpenTable, Resy, and SevenRooms.
Develop and implement strategies to increase reservation numbers and maximize table occupancy rates.
Analyze key performance indicators (KPIs) and utilize data analytics to identify trends and drive decision-making to improve department efficiency and profitability.
Spearhead the development and integration of an AI-powered call center to enhance customer engagement and streamline the reservation process.
Design and implement a rewards program for top spenders, identifying the top 100 guests and enhancing their loyalty through personalized recognition and benefits.
Guest Relations Management
Lead the implementation of AI-assisted tools to improve guest support and streamline responses to inquiries, feedback, and complaints.
Establish and monitor important KPIs to track guest satisfaction and identify areas for operational improvement.
Provide actionable insights and analytics from guest feedback to guide the operations team in addressing recurring issues and enhancing overall guest experiences.
Implement robust systems for categorizing and prioritizing guest complaints for timely and effective resolution.
Team Leadership and Collaboration
Manage and mentor the reservations and guest relations managers, fostering a culture of excellence, innovation, and collaboration.
Collaborate closely with the operations, marketing, and customer service teams to align goals and ensure seamless guest experiences.
Drive cross-departmental initiatives to enhance guest loyalty and retention.
Requirements/Qualifications:
Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field (Master's degree preferred).
Experience: Minimum of 7-10 years in hospitality, with a focus on reservations, guest relations, or customer experience management, and at least 5 years in a leadership role.
Expertise in managing and optimizing reservation platforms (OpenTable, Resy, SevenRooms).
Proven experience in data analytics and KPI management to drive strategic initiatives.
Knowledge of AI technologies and their application in guest services or reservations.
Exceptional leadership and team management skills, with a track record of building high-performing teams.
Strong communication, organizational, and problem-solving abilities.
A guest-centric mindset with a focus on delivering exceptional service.
Key Performance Indicators (KPIs):
Growth in reservation numbers and table occupancy rates.
Increased retention and satisfaction rates among top-spending guests.
Reduced response time and improved resolution rates for guest complaints.
Implementation and adoption rates of AI-driven solutions across reservations and guest relations functions.
Enhanced employee performance and satisfaction within the department.
This position offers the opportunity to lead innovative initiatives and elevate the guest experience while driving strategic growth and operational excellence.
Physical Demands And Work Environment:
At RDG, we are a collective of individuals dedicated to excellence and the art of sensory engagement. We embrace the rhythms of life and are motivated by the thrill of adventure. Our core principles focus on providing customers with immersive experiences, organic design, and a refined culinary journey.
DREAM IT
MILA has exceeded expectations in its initial two years, achieving remarkable success despite pandemic-related challenges, and securing the #5 spot in The Restaurant Business Top 100 ranking. Building on this success, RDG has expanded into new concepts including AVA MediterrAegean in Winter Park, Florida, CASA NEOS on the Miami River (opened June 2024), and MM, a Membership Community. Upcoming projects include NOORA and Claudie (scheduled for fall 2024), AVA's second location in Coconut Grove (2025), and HON Japanese Steakhouse (2026).
BUILD IT
RDG's distinguished brand portfolio and exclusive membership program aim to create a network of venues and experiences that offer a unique lifestyle to guests and members in Florida. Our goal is to establish RDG as a leader in the luxury restaurant industry in the United States.
GROW IT
RDG has demonstrated rapid growth and is poised for significant economic expansion globally. We are actively exploring national markets such as New York City, Los Angeles, and Las Vegas, and international markets including Paris, London, Dubai, and Mexico City for potential expansion opportunities.
Summary:
The Director of Reservation and Guest Relations will lead and oversee all aspects of the reservations and guest relations operations for the organization. This role will focus on optimizing reservation systems, enhancing guest experiences, and leveraging advanced analytics and technology to improve efficiency and guest satisfaction. The individual will be responsible for strategic planning, data analysis, implementation of AI-driven solutions, and managing a high-performing team of managers in the department.
RESPONSIBILITIES:
Reservations Management
Oversee all restaurant reservations and ensure seamless functionality and optimization of reservation software platforms, including OpenTable, Resy, and SevenRooms.
Develop and implement strategies to increase reservation numbers and maximize table occupancy rates.
Analyze key performance indicators (KPIs) and utilize data analytics to identify trends and drive decision-making to improve department efficiency and profitability.
Spearhead the development and integration of an AI-powered call center to enhance customer engagement and streamline the reservation process.
Design and implement a rewards program for top spenders, identifying the top 100 guests and enhancing their loyalty through personalized recognition and benefits.
Guest Relations Management
Lead the implementation of AI-assisted tools to improve guest support and streamline responses to inquiries, feedback, and complaints.
Establish and monitor important KPIs to track guest satisfaction and identify areas for operational improvement.
Provide actionable insights and analytics from guest feedback to guide the operations team in addressing recurring issues and enhancing overall guest experiences.
Implement robust systems for categorizing and prioritizing guest complaints for timely and effective resolution.
Team Leadership and Collaboration
Manage and mentor the reservations and guest relations managers, fostering a culture of excellence, innovation, and collaboration.
Collaborate closely with the operations, marketing, and customer service teams to align goals and ensure seamless guest experiences.
Drive cross-departmental initiatives to enhance guest loyalty and retention.
Requirements/Qualifications:
Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field (Master's degree preferred).
Experience: Minimum of 7-10 years in hospitality, with a focus on reservations, guest relations, or customer experience management, and at least 5 years in a leadership role.
Expertise in managing and optimizing reservation platforms (OpenTable, Resy, SevenRooms).
Proven experience in data analytics and KPI management to drive strategic initiatives.
Knowledge of AI technologies and their application in guest services or reservations.
Exceptional leadership and team management skills, with a track record of building high-performing teams.
Strong communication, organizational, and problem-solving abilities.
A guest-centric mindset with a focus on delivering exceptional service.
Key Performance Indicators (KPIs):
Growth in reservation numbers and table occupancy rates.
Increased retention and satisfaction rates among top-spending guests.
Reduced response time and improved resolution rates for guest complaints.
Implementation and adoption rates of AI-driven solutions across reservations and guest relations functions.
Enhanced employee performance and satisfaction within the department.
This position offers the opportunity to lead innovative initiatives and elevate the guest experience while driving strategic growth and operational excellence.
Physical Demands And Work Environment:
- General office assignments-(typing), which lends itself to repetitive motion.
- Sitting in a stationary position for several hours within the day.