Guest Relations & Events Manager

About Us: Gold is a neighbourhood restaurant and late-night bar in the beating heart of Portobello Road. Gold is informal and honest, with a humble menu focussed on generous, seasonal plates cooked in wood ovens and served to share. Set over four floors, Golds divers space advocates laid-back dining and drinking both indoor and out. Overview of role: This management role oversees and improves the guest experience from booking to departure, managing the reservations process, leading the host team, resolving issues, and ensuring operational efficiency and guest satisfaction throughout their experience. The role also involves converting events enquiries, and co-ordination of external agencies and key stakeholders to ensure marketing and PR plan is executed. ________________________________________ Guest Experience Act as the primary point of contact for guests, ensuring warm, professional, and personalized service. Lead and develop the host team to maintain a consistent brand presence and excellent first impressions. Manage guest communications and handle feedback promptly. Identify opportunities to enhance guest satisfaction and encourage repeat visits. Research guest preferences to deliver tailored experiences. ________________________________________ Reservations & Booking Management Oversee all reservations across booking platforms (e.g., SevenRooms). Optimize seating plans to balance guest experience and operational flow. Manage group bookings and maintain strong relationships with regulars and corporate clients. Monitor and achieve budgeted cover targets. Identify and address issues impacting reservations or guest flow. ________________________________________ Events Coordination Manage and convert private event enquiries. Collaborate with the events and restaurant management teams to ensure seamless execution. Maintain event records and provide monthly performance summaries. Conduct regular competitor analysis to identify best practices and opportunities for improvement. ________________________________________ Team Leadership Recruit, train, and motivate the host team to deliver outstanding service. Conduct regular feedback and performance reviews. Ensure clear communication between front- and back-of-house teams. Maintain high standards of presentation, professionalism, and compliance with health and safety regulations. Promote teamwork, development, and internal growth opportunities. ________________________________________ Operational Excellence Maintain accurate guest databases and reservation records. Ensure GDPR and data protection compliance. Review and refine the customer journey for efficiency and clarity. Generate monthly performance and feedback reports with improvement recommendations. We offer Competitive salary Fantastic career growth and personal development opportunities Positive workplace culture. Reward and recognition. Meal on shift 28 paid holidays per annum inclusive of bank holidays Staff events, staff discount Become part of our great team and apply now! TPBN1_UKCT

Created: 2025-11-01