RIVIERA DINING GROUP
Director of Reservation and Guest Relations - RDG
RIVIERA DINING GROUP, Miami, Florida, us, 33222
Overview
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Director of Reservation and Guest Relations - RDG
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RIVIERA DINING GROUP 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. 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. Spearheaded 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. Referrals increase your chances of interviewing at RIVIERA DINING GROUP by 2x Get notified about new Director of Reservations jobs in
Miami, FL .
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Join to apply for the
Director of Reservation and Guest Relations - RDG
role at
RIVIERA DINING GROUP 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. 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. Spearheaded 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. Referrals increase your chances of interviewing at RIVIERA DINING GROUP by 2x Get notified about new Director of Reservations jobs in
Miami, FL .
#J-18808-Ljbffr