Job Title: Events and Guest Relations Manager
FLSA Status: Exempt
As an ambassador for Eataly, the Events and Guest Relations Manager will be an upbeat and flexible food enthusiast with a strong interest in furthering food education in Eataly consumers, who is excited to learn and grow with the Eataly team and continue his or her personal education in the restaurant private dining business.
Our Events and Guest Relations Manager will oversee the organization, supervision, and execution of both public and private events. Event formats include classes carried out at Chefs Table; group reservations in our restaurants; restaurant and store buyouts; promotional press events; producer tastings; and private dinners and receptions. He or she will be responsible for coordinating events from beginning to end and working to facilitate communication between the client and chefs, restaurant managers, and service staff. The Events and Guest Relations Manager will oversee the Events team, consisting of the Events Associates, as well as oversee the day-to-day operations of the Guest Relations department and will be the point of contact for any escalated guest incidents. He or she will have admin duties including, but not limited to, hiring, training, managing, scheduling and submitting payroll for the team. He or she will develop and train both the Events team and the Guest Relations Ambassadors on providing exceptional customer service.
The Events and Guest Relations Manager will adhere to all company and department procedures, policies, expectations and quality standards.
Essential Job Functions (Duties & Responsibilities):
1.Directly supervises Events Associates and Guest Relations Ambassadors. Performs admin duties such as hiring, training, scheduling, submitting payroll, and performing disciplinary action as required.
2.Shares responsibility with Events Associates for the organization of private events from initial inquiry through execution. This includes setting a date; selecting a menu; facilitating communication between chefs, managers and clients; drafting the contract, and accommodating any client needs.
3.Has direct contact with Eataly partners, Italian regional representatives, producers, and vendors.
4.Remains a visible presence on the floor, acts as the main point of contact for all escalated guest issues.
5.Conceives of and creates public classes, drafting class descriptions, compiling instructor biographies, and creating class registration pages online.
6.Offers thoughtful direction to leadership that is established from customer comment analysis.
7.Accountable for guiding and training the Guest Relations team to continuously enhance Eatalys reputation, the loyalty of customers, production and overall operations.
8.Manages correspondence for Chefs Table via email and over the phone including private event requests, class registrations/cancellations, and general inquiries.
9.Supervises events at Chefs Table with Events Associates; sets up, oversees, and breaks down cooking classes, wine tasting classes, communal dinners, private dinners, and private receptions.
10. Involved in organizing store events, product demonstrations, tastings, promotions, and partner events.
Minimum of 3-5 years experience of customer service management in a retail/restaurant/events/hospitality setting
Extremely strong organizational skills and the ability to be detail-oriented at all times
Excellent communication skills
Strong managerial skills
Excellent editorial skills
Must be able to handle multiple projects with a strong work ethic and effective resource management
Proficient knowledge of Italian products is highly preferred
Candidates proficient or fluent in Italian required
High School diploma or equivalent required
Associates or Bachelors degree in management, hospitality, or a related field is preferred, but not required
Must be able to exert well-paced mobility for long periods of up to eight hours in length.
Must be very outgoing and friendly. Must be comfortable in a customer service setting. Knowledgeable on various aspects of running a restaurant and marketplace. Must be able to lead and manage the Events and Guest Relations teams.
Tools or Equipment Used
Reports to Marketing Manager.
Other: Customer Service