F&B Guest Relations Manager

Ennismore, the fastest-growing lifestyle and leisure hospitality company, is bringing the iconic Delano brand to the UAE for the first time. When Delano South Beach arrived on the Miami scene in 1995, it introduced an entirely fresh take on 5-star luxury and marked the inception of lifestyle hospitality. Delano was celebrated for its blend of timeless elegance, modern design, and vibrant energy; it became the social hub, bringing together the who’s who of the fashion and entertainment world. Guided by the same principles that propelled the original Delano to icon status, Delano Dubai will usher in a new era of sophisticated style and elevated service to the UAE.

Located on the pristine shores of Bluewaters Island, the Delano Dubai resort will boast an array of luxury rooms and suites, four exceptional culinary and mixology experiences, an ocean front swimming pool and a wellness studio. 

Summary:
As the F&B Guest Relations Manager, you will be responsible for overseeing and enhancing guest satisfaction across all food and beverage outlets within the hotel. You will work closely with the F&B team, ensuring exceptional service standards, addressing guest concerns, and ensuring memorable dining experiences. Your role will be pivotal in strengthening guest relationships, promoting loyalty, and ensuring that service meets both guest expectations and operational goals.

Responsibilities:

Guest Relations & Service Excellence:

• Foster a positive and welcoming atmosphere for all guests visiting food and beverage outlets.
• Personally interact with guests to gather feedback, resolve complaints, and ensure a personalized and memorable dining experience.
• Lead initiatives to improve guest satisfaction and address any guest issues promptly.
• Develop and implement strategies to enhance the guest experience and build lasting relationships.

Team Collaboration & Leadership:

• Work closely with the F&B team, including servers, chefs, and management, to ensure seamless communication and excellent service.
• Provide ongoing training, support, and guidance to the team to maintain the highest standards of service.
• Act as a liaison between the F&B team and guests, ensuring that any concerns or requests are addressed efficiently.
• Promote a culture of teamwork, professionalism, and guest-first mentality within the department.

Operational Support:

• Ensure smooth operations within the F&B outlets by monitoring service levels and guest satisfaction during peak times.
• Assist with restaurant reservations, ensuring proper seating arrangements and prompt service.
• Oversee the quality and presentation of food and beverage offerings to meet brand standards.
• Work closely with the restaurant managers to coordinate daily activities and staffing requirements.

Guest Feedback & Reporting:

• Gather and analyze guest feedback from multiple sources, including direct interactions, online reviews, and comment cards.
• Prepare reports for management, highlighting areas for improvement and guest satisfaction trends.
• Develop action plans to address feedback and continuously enhance the guest experience.

Event Coordination:

• Support and assist with the organization of special events, private dining, and group bookings.
• Ensure that all special requests and guest preferences are met, providing personalized service and attention to detail.

Requirements:

• Proven experience as a Guest Relations Manager in a luxury hotel or high-end restaurant. Minimum 3 years of progressive international leadership experience in an upscale luxury F&B / hotel environment, with experience in key cities / resort destinations globally.
• Previous experience in a diverse, global work environment is essential.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Exceptional communication and interpersonal skills, with a focus on customer service excellence.
• Strong problem-solving abilities with a customer-centric mindset.
• Ability to work under pressure in a fast-paced, high-volume environment.
• A keen eye for detail and a passion for delivering exceptional dining experiences.
• Knowledge of current food and beverage trends and industry best practices.
• Relevant qualifications in hospitality management, F&B, or business preferred.
• Flexibility to work weekends, holidays, and evenings as required.

As the F&B Guest Relations Manager, you will play a critical role in maintaining our brand's reputation for excellence and ensuring every guest has an unforgettable dining experience.

What’s In It for You

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture.