Operations Manager – Dining & Culinary Experiences (Concierge)

Club Concierge; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading global concierge service in Bengaluru is seeking an Operations Manager for Dining & Culinary Experiences to oversee dining requests and ensure exclusive culinary experiences. The ideal candidate has 6-10 years in fine dining or hospitality, excellent negotiation skills, and the ability to manage vendor relationships. This full-time role emphasizes operational excellence and enhancing member satisfaction through curated dining experiences.

Qualifications

• 6–10 years in fine dining, hospitality, or concierge operations.
• Familiarity with restaurant management tools.

Responsibilities

• Manage and oversee all dining requests received via chat, WhatsApp, email, or voice channels.
• Build and maintain partnerships with premium restaurants and private dining clubs.
• Ensure service standards are consistent across countries and languages.
• Track spends, commissions, and exclusive dining package redemptions.

Skills

Deep understanding of global cuisines and restaurant ecosystems

Strong vendor negotiation and relationship management

Excellent written and spoken English

Strong organizational skills

Education

Graduate / Post-Graduate in Hospitality, Hotel Management, or Culinary Arts

Tools

OpenTable

SevenRooms

EazyDiner Pro

Job description

Overview

Operations Manager – Dining & Culinary Experiences (Concierge®)
Location: Bangalore – Global Concierge Command Centre
Type: Full-Time | 24/7 Global Coverage

Reports to: Head of Operations / Project Head

Role Overview

The Dining Operations Manager leads the culinary and restaurant arm of Concierge®, ensuring members enjoy effortless access to the world’s finest tables — from Michelin-starred restaurants in Tokyo and Paris to hidden gems in Bangalore and Mumbai. This role blends operational precision with culinary intelligence — curating and securing the most exclusive dining experiences for members while maintaining partnerships and service quality worldwide.

Core Responsibilities

1. Global Dining Fulfilment
   • Manage and oversee all dining requests received via chat, WhatsApp, email, or voice channels.
   • Handle restaurant reservations, private dining rooms, wine pairings, chef’s tables, and dietary-specific requests.
   • Coordinate across time zones to confirm bookings with local teams or international restaurant partners.
   • Maintain a real-time tracker of confirmations, cancellations, and alternate options.
2. Vendor and Partner Network
   • Build and maintain partnerships with premium restaurants, hotel F&B outlets, celebrity chefs, and private dining clubs.
   • Negotiate exclusive table guarantees, preferred rates, and reservation access for Concierge® members.
   • Develop local F&B partnerships in key cities — India, Japan, Singapore, Dubai, London, Paris, and New York.
   • Validate vendor credentials, licensing, and service quality before onboarding.
3. Culinary Curation
   • Maintain a live database of trending restaurants, cuisine launches, tasting menus, and culinary events across 51 cities.
   • Curate experiences like “Chef’s Table Evenings,” “Secret Supper Clubs,” and “Tasting Trails” for proactive member offers.
   • Collaborate with Marketing and Brand teams to create quarterly “Concierge® Dining Editions.”
4. Operational Excellence
   • Develop and document SOPs for all dining-related workflows — booking, reconfirmation, modification, and member communication.
   • Ensure service standards are consistent across countries and languages.
   • Partner with CRM team to build automated workflows and category tagging for dining requests.
   • Monitor daily SLA, response time, and confirmation rate metrics.
5. Financial and Compliance
   • Track spends, commissions, and exclusive dining package redemptions.
   • Ensure all invoicing, reimbursements, and partner settlements are processed within defined timelines.
   • Maintain compliance with data privacy, payment, and vendor contract regulations.
   • Coordinate with Finance and Legal on tax implications for international transactions (GST, cross-border TDS, etc.).
6. Quality Control & Escalation
   • Handle escalations related to service failures, no-shows, or guest dissatisfaction.
   • Audit random bookings weekly to verify accuracy, confirmation, and member feedback.
   • Gather and analyze post-dining CSAT data to enhance experience delivery.
   • Train Concierge Executives on culinary trends, global restaurant etiquette, and service tone.
   • Share dining insights weekly with the Concierge floor for proactive engagement.
   • Collaborate with Tech team to keep restaurant database and integrations (OpenTable, EazyDiner, etc.) updated.
   • Align with Marketing for social, content, and reward campaigns tied to dining themes.

Key Performance Indicators

• Reservation Success Rate — Measured by CRM Tracker
• SLA (Response + Confirmation) — Measured by Ops Report
• CSAT (Dining Requests) — Measured by Post-Service Survey
• Partner Engagement — Measured by Brand Calendar
• Onboarding: ≥ 10 new restaurants onboarded monthly
• Quality: < 1% incorrect or missed confirmations (Error Rate)
• Proactive Launches: Execution of one curated “Concierge® Dining Experience” campaign quarterly

Requirements

• Experience: 6–10 years in fine dining, hospitality, or concierge operations.
• Education: Graduate / Post-Graduate in Hospitality, Hotel Management, or Culinary Arts.
• Skills:
• Deep understanding of global cuisines and restaurant ecosystems.
• Strong vendor negotiation and relationship management.
• Excellent written and spoken English; Japanese / Hindi preferred.
• Familiarity with restaurant management tools (OpenTable, SevenRooms, EazyDiner Pro).
• Strong organizational skills and global time-zone awareness.
• Global dining network live before Concierge® launch.
• All Concierge Executives trained in dining request SOPs.
• Partner onboarding tracker with verified contacts and contracts.
• Monthly performance report on bookings, CSAT, and vendor quality.
• Execution of one curated “Concierge® Dining Experience” campaign quarterly.

Success in This Role Means

• Every Concierge® member can dine effortlessly anywhere in the world.
• Tables are guaranteed — even at last minute — through trusted networks.
• Restaurant partners see Concierge® as a valued channel, not a client.
• Dining becomes one of the brand’s strongest loyalty touchpoints, reflecting the refinement, reach, and responsiveness of Concierge®.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitality