Communications and Guest Relationship Management 
The Guest Relations Manager must have excellent customer relationship management and communication skills, be polished and articulate, and use their skills to manage guest relationships in person and on the phone. They are always an active Brand Ambassador and pursue opportunities to increase visitation and build relationships with all guests. The Guest Relations Manager provides accurate and timely information to patrons, employees, leadership, and vendors and continuously focuses on improving customer satisfaction to drive loyalty and deliver a genuinely memorable guest experience.  

Community Engagement 

The Guest Relations Manager is responsible for comprehensive Front Desk readiness including pre-opening site inspections, event site visits, and coordination of resources to ensure seamless execution.  They must stay up to date with the Marketing and Business Drivers calendar, to be aware of all city-wide and neighborhood events affecting business at Fulton Alley and ensure the Front Desk team is prepares to answer any and all questions from guests.  

 
Reservation & Event Planning and Operations 
The Guest Relations Manager is responsible for all elements of reservations & event planning.  They attend weekly BEO meetings that inform leadership of all events that will impact property operations and update the team on reservation demands and their forecasted impact on food and beverage sales. They coordinate logistics with HOH Operations, proactively communicate information, and set clear expectations for delivery to the operations team before and during the shift. The Guest Relations Manager also conducts daily walk-throughs of Fulton Alley’s space to help ensure client satisfaction and quality standards. They must work well under pressure, be able to manage multiple activities simultaneously, and re-prioritize efforts when plans change, or the need arises. 

Hospitality & Guest Journey 

The Guest Relations Manager is responsible for managing demand at the front desk (smartly enforcing dress code, walking all reservations to their section, and introducing them to their server. They are also responsible for delivering radical hospitality to all guests through the effective management of the guest experience.  The Guest Relations Manager is the “Director of the Show” when acting as the manager on duty and is responsible for the consistent execution of the shift and private events. They pre-shift alongside OPS leadership to make certain that all staff members are aware of their individual responsibilities throughout the shift and consistently teach, coach & lead in the moment to guarantee a genuinely memorable experience for each guest. They ensure that no guest leaves Fulton Alley dissatisfied without communicating to them in an attempt deliver proactive and lasting hospitality.  

Administration  

The Guest Relations Manager is responsible for facility appearance, organization, and management of all tools, systems, and processes.  They are responsible for maintaining the front desk and event supply inventory and notifying leadership and re-ordering when supplies are low. They also assist in controlling expenses throughout the shift by monitoring and reporting waste and ensuring productivity. They are responsible for ensuring the accuracy of all end-of-event responsibilities including ringing in the event properly to the POS and reconciling with Tripleseat.  They are trained to execute all end-of-day responsibilities and effectively manage multiple projects, meet deadlines, and work well under pressure and within budget, consistently and efficiently. 

Qualifications 

Communications and Guest Relationship Management 
The Guest Relations Manager must have excellent customer relationship management and communication skills, be polished and articulate, and use their skills to manage guest relationships in person and on the phone. They are always an active Brand Ambassador and pursue opportunities to increase visitation and build relationships with all guests. The Guest Relations Manager provides accurate and timely information to patrons, employees, leadership, and vendors and continuously focuses on improving customer satisfaction to drive loyalty and deliver a genuinely memorable guest experience.  

Community Engagement 

The Guest Relations Manager is responsible for comprehensive Front Desk readiness including pre-opening site inspections, event site visits, and coordination of resources to ensure seamless execution.  They must stay up to date with the Marketing and Business Drivers calendar, to be aware of all city-wide and neighborhood events affecting business at Fulton Alley and ensure the Front Desk team is prepares to answer any and all questions from guests.  

 
Reservation & Event Planning and Operations 
The Guest Relations Manager is responsible for all elements of reservations & event planning.  They attend weekly BEO meetings that inform leadership of all events that will impact property operations and update the team on reservation demands and their forecasted impact on food and beverage sales. They coordinate logistics with HOH Operations, proactively communicate information, and set clear expectations for delivery to the operations team before and during the shift. The Guest Relations Manager also conducts daily walk-throughs of Fulton Alley’s space to help ensure client satisfaction and quality standards. They must work well under pressure, be able to manage multiple activities simultaneously, and re-prioritize efforts when plans change, or the need arises. 

Hospitality & Guest Journey 

The Guest Relations Manager is responsible for managing demand at the front desk (smartly enforcing dress code, walking all reservations to their section, and introducing them to their server. They are also responsible for delivering radical hospitality to all guests through the effective management of the guest experience.  The Guest Relations Manager is the “Director of the Show” when acting as the manager on duty and is responsible for the consistent execution of the shift and private events. They pre-shift alongside OPS leadership to make certain that all staff members are aware of their individual responsibilities throughout the shift and consistently teach, coach & lead in the moment to guarantee a genuinely memorable experience for each guest. They ensure that no guest leaves Fulton Alley dissatisfied without communicating to them in an attempt deliver proactive and lasting hospitality.  

Administration  

The Guest Relations Manager is responsible for facility appearance, organization, and management of all tools, systems, and processes.  They are responsible for maintaining the front desk and event supply inventory and notifying leadership and re-ordering when supplies are low. They also assist in controlling expenses throughout the shift by monitoring and reporting waste and ensuring productivity. They are responsible for ensuring the accuracy of all end-of-event responsibilities including ringing in the event properly to the POS and reconciling with Tripleseat.  They are trained to execute all end-of-day responsibilities and effectively manage multiple projects, meet deadlines, and work well under pressure and within budget, consistently and efficiently. 

Qualifications