Guest Relation & Marketing Manager

Company Overview

The client operates hospitality venues requiring expert reservation management and event coordination to deliver seamless guest experiences and maximize revenue through strategic team leadership and operational excellence.

Job Summary

As a Senior Team Member, you will lead reservation operations, train and develop team members, and collaborate with management to optimize booking forecasts and event coordination, ensuring exceptional service and profitability.

Responsibilities(Guest Relations)

• Manage and troubleshoot the restaurant’s reservation system and third-party booking platforms to ensure continuous smooth operation
• Update and maintain accurate brand website information and reservation widgets to support customer engagement
• Maintain and accurately update the client database to support operational efficiency
• Supervise reservation forecasts to anticipate bookings and plan resources effectively
• Train new team members to enhance their skills and ensure adherence to department standards
• Monitor and uphold team performance standards to improve efficiency and service quality
• Organize and maintain all ad hoc materials for easy accessibility and use
• Analyze customer feedback to develop strategic improvements that enhance overall ratings
• Develop and implement strategies to increase productivity, revenue, and profitability
• Acquire comprehensive reservation and product knowledge of FOC Group’s venues to support guest inquiries and sales
• Understand the roles and responsibilities of floor staff and event operations to foster team collaboration
• Resolve customer complaints professionally and calmly to maintain guest satisfaction
• Coordinate operations smoothly between Front Desk, Front of House, Events, and Kitchen teams to ensure seamless service delivery
• Manage communication between customers and team members, following up to resolve concerns promptly
• Conduct client site visits to assess event requirements and provide tailored proposals
• Create event proposals aligned with client needs and maintain ongoing communication to update clients on changes
• Adjust event coordination based on guest feedback and internal operations to optimize event success
• Serve as the primary contact for resolving any issues arising during events
• Perform day-to-day administrative tasks including issuing invoices and collecting payments

Key Responsibilities (Marketing)

• Strategic Planning: Develop comprehensive, long-term marketing strategies aligned with overall business goals and market trends.
• Brand Management: Safeguard the brand image, ensuring consistency across all promotional activities, channels, and customer touchpoints.
• Team Leadership: Recruit, mentor, and lead cross-functional marketing teams to achieve creative and business objectives.
• Campaign & Digital Strategy: Oversee the planning, execution, and monitoring of multi-channel marketing campaigns (SEO, SEM, social media, PR, and print).
• Budgeting & Performance Analysis: Allocate and manage the annual marketing budget, establishing Key Performance Indicators (KPIs) to optimize Return on Investment (ROI).
• Cross-Departmental Collaboration: Work closely with sales, product development, and executive stakeholders to ensure marketing directly supports commercial objectives.