Guest Experience Concierge

crenndininggroup; San Francisco (CA); On-site; USD 50,000 - 64,000; Full time

Job summary

Crenn Dining Group is seeking a Guest Experience Concierge to be the first point of contact, ensuring the luxury hospitality tone for Atelier Crenn and Bar Crenn. You will translate guest needs into concise reports for FOH and BOH teams, playing a key role in guest experience and daily operations.

Responsibilities include handling calls and emails, managing reservations, communicating dietary notes, and supporting VIP guests.

Qualifications

• 1–2 years administrative experience.
• 1–2 years fine dining restaurant experience.
• Extensive knowledge of Tock, OpenTable and other guest-related programs.
• Proficiency with G Suite.
• Strong command of English and culinary terminology.
• Ability to provide polished guest service.
• Ability to prioritize tasks to meet deadlines.
• Availability for varied hours, including weekends.
• Ability to stand and lift up to 50 pounds occasionally.

Responsibilities

• Answer every phone call with a professional greeting for the full shift.
• Return voicemail messages the same day.
• Respond to emails within 72 hours.
• Address guest questions and resolve concerns promptly.
• Assist guests with the reservation process and navigation.
• Educate guests and staff on restaurant concept and philosophy.
• Maintain and monitor the reservation book with notes and confirmations.
• reconfirm dietary restrictions 72 hours before reservations.
• Assist with cancellations or rescheduling requests.
• Provide daily reports to BOH about dietary restrictions.
• Accommodate VIP reservations as requested by senior management.
• Help guests purchase and redeem gift cards.
• Print daily reports, chits, menus and celebration cards for service.
• Research guests before arrival.
• Provide daily sales and service logs.

Skills

Administrative experience

Fine dining experience

Tock knowledge

OpenTable knowledge

G Suite proficiency

English communication

Guest services

Tools

Tock

OpenTable

Job description

About Crenn Dining Group

At Crenn, we are guided by our values of humanity, sustainability, artistry and equity. We create culinary experiences that challenge convention with a planet first mindset. Seeking to keep these values at the forefront of everything we do, we are committed to inclusion at all stages in our operation, from the purveyors we work with to the team we hire. We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

About the role

• The Guest Experience Concierge is the first point of contact for guests and is responsible for setting the tone of luxury hospitality that guests will expect from their experience at Atelier Crenn and Bar Crenn. This role is skilled in listening to guests' needs and translating that information into concise reports for the Front of House (FOH) and Back of House (BOH) teams. They are essential contributors to the guest experience and overall operations of the restaurant.

What you'll do

• Answer every phone call with appropriate greeting from start to end of shift
• Return all voicemail messages in the same day
• Respond to all incoming emails within 72 hours
• Ensure all guests questions are answered or concerns are resolved in a timely manner
• Offer professional guest services by assisting in guest navigation through the reservation process
• Educate guests and employees on restaurant concept and philosophy
• Maintain and monitor the reservation book, making sure notes are added and reservations are confirmed
• Reconfirm all dietary restrictions by 72 hours prior to the reservation
• Assist guests with cancellations or reschedule requests
• Provide daily reports to BOH team about dietary restrictions
• Accommodate VIP reservations as requested by senior management
• Help guests purchase and redeem gift cards
• Print daily reports, chits, menus and prepare celebration cards for service nightly
• Assist in researching guests before their arrival
• Provide daily sales and service log reports to team

Qualifications

• 1-2 years of administrative experience
• 1-2 years fine dining restaurant experience
• Extensive knowledge of Tock, Open Table and other guest-related programs or apps
• Highly developed skills in G Suite
• High functioning command of the English language, as well as wide knowledge of culinary terminology
• Ability to provide polished and gracious service to guests
• Be able to prioritize tasks in order to meet daily, weekly and monthly deadlines
• Available to work a variety of hours, days and shifts, including weekends
• Ability to stand and walk for an entire shift and move safely through all areas of the restaurant, which may include stairs, uneven or slick surfaces
• Able to move and lift up to 10 pounds, frequently and/or lift up to 25 pounds, and occasionally move and/or lift up to 50 pounds