The Guest Experience Concierge is the first point of contact for guests and is responsible for setting the tone of luxury hospitality that guests will expect from their experience at Atelier Crenn and Bar Crenn. This role is skilled in listening to guests' needs and translating that information into concise reports for the Front of House (FOH) and Back of House (BOH) teams. They are essential contributors to the guest experience and overall operations of the restaurant.
What you'll do
Answer every phone call with appropriate greeting from start to end of shift
Return all voicemail messages in the same day
Respond to all incoming emails within 72 hours
Ensure all guests questions are answered or concerns are resolved in a timely manner
Offer professional guest services by assisting in guest navigation through the reservation process
Educate guests and employees on restaurant concept and philosophy
Maintain and monitor the reservation book, making sure notes are added and reservations are confirmed
Reconfirm all dietary restrictions by 72 hours prior to the reservation
Assist guests with cancellations or reschedule requests
Provide daily reports to BOH team about dietary restrictions
Accommodate VIP reservations as requested by senior management
Help guests purchase and redeem gift cards
Print daily reports, chits, menus and prepare celebration cards for service nightly
Assist in researching guests before their arrival
Provide daily sales and service log reports to team
Qualifications
1-2 years of administrative experience
1-2 years fine dining restaurant experience
Extensive knowledge of Tock, Open Table and other guest-related programs or apps
Highly developed skills in G Suite
High functioning command of the English language, as well as wide knowledge of culinary terminology
Ability to provide polished and gracious service to guests
Be able to prioritize tasks in order to meet daily, weekly and monthly deadlines
Available to work a variety of hours, days and shifts, including weekends
Ability to stand and walk for an entire shift and move safely through all areas of the restaurant, which may include stairs, uneven or slick surfaces
Able to move and lift up to 10 pounds, frequently and/or lift up to 25 pounds, and occasionally move and/or lift up to 50 pounds