Guest Relations Manager

Job Description

Job Description

As a Guest Relations Manager (GRM) for Toca Madera West Hollywood your role and responsibilities will revolve around cultivating a client base, building and maintaining relationships with local businesses and hotels, tracking and quantifying outreach efforts, managing the Noble 33 Membership program, and collaborating with the marketing team.

This is a Full-time, salaried position and the following is a summary of your position expectations and a detailed breakdown of your roles and responsibilities :

Cultivating Client Base :

Proactively identify potential clients and develop strategies to attract them to Toca Madera West Holywood and Noble 33.

Build, maintain and strengthen relationships with existing clients to ensure their loyalty and satisfaction.

Provide personalized services and experiences to enhance the overall guest experience and exceed expectations.

Act as a Brand Ambassador for Noble 33 and promote new and ongoing offerings to clients.

Local Business and Hotel Outreach :

Establish, maintain, and pursue relationships with local businesses and hotels that align with the Noble 33 brand.

Regularly visit local hotels and retail stores that are on brand to develop partnerships and drive consistent business. Establish yourself as the point of contact for entire concierge team to help drive business to venue.

Collaborate with local businesses to establish awareness and create mutually beneficial promotional activities and packages.

Stay informed about local events, attractions, and trends to offer recommendations to guests and enhance their experiences.

Tracking Bookings and Outreach :

Monitor and track booked covers (reservations) weekly basis to quantify the effectiveness of outreach efforts.

Analyze data and trends to identify areas for improvement and develop strategies to increase bookings and guest satisfaction.

Report findings and progress in nightly and weekly GRM reports, highlighting successful initiatives and suggesting modifications and updates as needed.

Managing the Noble 33 Program :

Oversee the Noble 33 program, which caters to on-brand members seeking exclusive experiences and privileges.

Curate and maintain the member base, ensuring that they receive seamless and exceptional services.

Provide upscale guest service experiences for new and current members

Develop and implement strategies to attract new members and retain existing ones.

Continuously enhance the program by identifying opportunities for improvement and offering new benefits.

Collaboration with the Marketing Team :

Work closely with the marketing team to align messaging and branding across all channels.

Provide input and insights on client preferences and expectations to guide marketing campaigns.

Ensure that all marketing collateral, including print materials, digital content, and social media posts, meet the high standards of Noble 33.

Assist with photo shoots and social media activities to showcase the brand and engage with clients effectively.

Track and share notables / celebrities and share in nightly and weekly reports with marketing for PR purposes.

In-Venue Presence and Outreach hours

All GRM’s will be in the venue Thursday thru Sunday including one brunch shift as well as weekly Noble night .

During this time GRM will be responsible for assisting in the execution of VIP reservations, identifying new VIP’s or repeat customers and engaging with ALL guests.

Daily outreach must be completed and logged before coming into venue each night

Physical Abilities :

Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity

Reach overhead and below the knees, including bending, twisting, pulling, and stooping

Requires manual ability to use, carry, and operate all necessary equipment