Guest Service Manager

Ontario Trillium Foundation; Swampscott (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Ontario Trillium Foundation is seeking a Guest Service Manager to lead front-of-house operations and drive guest satisfaction. You will coach the team, optimize reservations and events, and partner with marketing to execute promotions that boost sales.

Ideal candidates will manage staffing, monitor budgets, and maintain strong vendor relationships. The role requires a hands-on leader who thrives in a fast-paced hospitality environment and is dedicated to service excellence.

Qualifications

• Experience leading hospitality teams and driving guest satisfaction.
• Proficient in managing reservations, events, and customer interactions.
• Ability to monitor budgets and optimize profitability.
• Strong communication and coaching skills.

Responsibilities

• Lead guest service operations to exceed guest expectations.
• Oversee reservations and events forecasting and coverage.
• Manage staffing and scheduling to optimize costs.
• Coordinate promotions and marketing events.
• Maintain relationships with local vendors and partners.
• Ensure compliance with company policies.
• Monitor guest feedback and drive service improvements.

Skills

Leadership

Team Management

Guest Service

Sales & Marketing

Coaching

Communication

Tools

POS system

Back office system

Inventory management system

Job description

Leadership

The Guest Service Manager focuses on eliminating “Anonymous” service through making connections with guests and exceeding their expectations. Knows and understands the product. Learns and becomes fluent in the F&B options offered at their venue. Goes above and beyond to consistently “WOW” guests through a culture of empowerment. Creates and helps execute sales building and marketing events to help drive sales.

The Guest Service Manager is expected and required to work an average of 45-55 hours per week, including weekends and Holidays.

Leadership responsibilities include:

• Monitors and confirms all reservations and sets aggressive pars on the reservation system to ensure positive sales growth over last year.
• Hosts regular in-store food meetings and seminars promoting ongoing training for team members.
• Maintaining a positive, “win- win” attitude.
• Always working to improve the restaurant
• Ensures compliance with company policy.

Team Training & Development

• Ensures pre-meals are hosted daily and of good quality.
• Regularly recognizes team members for great performance.
• Has one-on-one coaching with struggling team members to improve performance.
• Maintains staffing pars (Increases retention and decreases turnover)
• Ensures all day-to-day operations are being run to MMG standards.

Impact Sales Center

• Actively supports all promotional and marketing initiatives.
• Analyzes previous sales, upcoming-booked events, promotions, special events, local impact events and holidays to forecast the future and ensure proper coverage and preparation.
• Monitors all reservations & events follow up and implementation of goals that increase sales volume and capitalizes on all sales opportunities.
• Creates and executes special venue specific contests featuring, but not limited to, holidays & menu rollouts.

Profitability

• Manages supply costs to budget by keeping and maintaining a declining budget every month. Provides team the supplies needed to do their job and never sacrifices guest service for keeping supplies cost down.
• Confirms accurate time punches for the previous and current day in point of sales system based on scheduled in and out times.
• Reviews hourly schedules and has them approved by “GM” prior to posting. Adjusts schedules according to projections, goals, and trends and will ensure proper coverage based on volume. Makes appropriate cuts when necessary.
• Exercises discount awareness to ensure any reduction of the price set forth by the company results in positive sales growth and guest experience.
• P&L Control: Understands and contributes positively to the venues profitability by analyzing the P&L statement and creates relevant action plans to help drive more money into the EBITDA line.

Guest Satisfaction

• Conducts anonymous venue phone audits to ensure the hosts are maximizing sales and selling the MMG experience.
• Practices a “Guest Centric” mentality and works toward improving host desks and reservation processes to ensure a better guest experience.
• Uses the reservation system to monitor and identify special occasions and/or celebrations, then goes above and beyond for these reservations.
• Conducts monthly reviews of website ensuring accurate information is posted.
• Monitors review sites for trends and coaches team to ensure improvement to maintain a Snapshot score to standards and goals.
• Takes lead on special marketing and promotional events.
• Creates and maintains hotel, apartment, mall, and small business relationships within close proximity to the venue.

Technical Skills

• Possessing a working knowledge of the POS system as well as the back office system, specifically:
• Inventory Managing System
• Food knowledge.
• Beverage knowledge.