Job Description

Role : Director of Events and Guest Relations 

Reports To : Director of Operations Big Sky 

Direct Reports : Reservations and Events 

Classification : Exempt 

Key Relationships: General Managers, Executive Chefs, Apres Cru 

The Director of Events and Guest Relations serves as internal and external point of contact for all events and guest reservations within Apres Cru Restaurants. All inquiries for reservation inquiries of any size flow through their department and their team works to find the best options based on the needs of the guests. 

They are responsible for running their department as a business within a business through forecasting, proactive outreach to generating inquiries, marketing the venues, cross sell venues, maximizing seating and revenue opportunities, managing waitlists, creating P&L’s, budgets, reports and analytics for their events. 

The Guest Relations department is also the first point of contact for many of our guests and through their leadership the entire team embodies a culture of hospitality and finds creative opportunities to wow our guests. They are responsible for building profiles and preferences for our guests and ensuring that the restaurants have all the necessary details to exceed the guests expectation. 

On the catering and events side, they will keep all event materials current, maintain guest databases, and ensure that triple seat and Open Table are sharing information for guests to elevate the level of hospitality. They are the liaison for guests, the kitchen and managers holding the guests hands through the planning phases, liaising with third party vendors and sharing detailed information with the venue for all events and following up with guests to ensure their complete satisfaction. 

Guest Relations 

Bring to life the Apres Cru values through every guest interaction and setting front line employees up for success in personalizing our guest experience. 
Guide the Guest Relations Teams and Events Teams to ensure teams embody the warmth and graciousness that is the Hospitality hallmark with the common goal of exceeding guest expectations in every phone or email interaction. 

• Oversee the hiring, training and developing a Reservations Department that is technically proficient in each restaurant’s reservation system . 
• Drive top line through reservations, maximization of the book, and wait lists.
• Establish a system for building out guest profiles through conversations with guests, google, and social media to help our teams find unique opportunities to connect with our guests and personalize their experience. 
• Establish systems for communicating pertinent guest information to each restaurant’s front door team so that a guest’s experience, from the phones to the front door, is seamless 
• Maintain proper staffing levels at all times to ensure restaurants are supported and the department does not incur overtime 
• Develop process of confirming reservations and actively utilize each restaurant’s waitlist to maximize our books and accommodate our guests
• Collaborate with Front Door Managers to proactively and continuously fine tune Open Table 
• Support Private Dining Room Managers in fielding event inquiries to grow private dining business 
• Share forecasts, highlight revenue driving opportunities, and best practices across restaurants. 
• Hold employees accountable to all standards and practices, coach and discipline when necessary 
• Manage creation and distribution of daily guest detail reports to restaurants 
• Assist restaurant management teams in responding to guest feedback (Open Table, Google, Yelp, Facebook, Trip Advisor) 
• Event Sales and Coordination 

Actively involved in the sales, planning, communication and execution of all catering and private events. 

• Ensure all menus, websites, marketing and promotional materials are accurate and up to date. 
• Play offense in the prospect for future clients interested in social and corporate events 
• Leverage Triple Seat as a tool for effective communication, sales and marketing 
• Negotiate final pricing, prepare contracts, secure guest signatures, deposits and final payment when applicable. 
• Coordinate menu selection, floor plans, timelines, dietary restrictions, and anticipated guest experience with client 
• Provide on-site support as needed during training, pre-opening, and opening to support the operations team 
• Create strategic outreach strategies including cold calling and networking to build brand awareness 
• Design private event and large group menus in tandem with the Head Chef and GM to maximize profit while maintaining value for the guest 
• Follow up with all clients post-event via phone and/or email to gather feedback and create lasting relationships. 
• Be proactive in exceeding client expectations and creating custom curated memorable moments within the event scope 
• Create and distribute event orders for all events and Review with GM’s on a weekly basis. 
• Plan and manage the logistics, including vendor needs, timelines, and design of all restaurant events. 
• Maintain detailed logs, files, and database of client correspondence, client event notes, signed contracts, event invoices, and new client drop offs and tastings for tracking success ratios. 
• Develop a Special Events checklist for inbound/outbound calls and execution of events. 
• Track all events, event financials and develop targets/benchmarks to lead path towards meeting goals 
• Prepare and complete accurate bill to the event host at the completion of the event and collect final payment 
• Requisition equipment and supplies needed for events including but not limited to floral arrangements, linens, business cards, table decor as necessary 

Business Acumen 

• Operate smarter, play offense with sales, build trust with guests and investors.
• Monitor accounts receivable and ensure timely collection of payment for all events.
• Create and update a weekly forecast and tracking system to monitor effectiveness of sales efforts and identify opportunities for additional sales
• Develop and maintain all necessary reporting as it pertains to event sales, a reservation to proactively drive our strategy by week, month, and season. ● Monitor impact of various outreach and marketing initiatives to shape future strategies by restaurant, company wide, and by time of year. 
• Develop an actionable monthly sales strategy based on learnings and forecast. ● Engage with 3rd party platforms to aid in lead generation for events and catering. ● Seek opportunities to maximize revenue through table management, flexible pricing of events, proactive outreach, off season promotions, seasonal strategies 

Hospitality and Leadership 

• Identify/hire great people and create memorable experiences for all stakeholders. 
• Retain talent by inspiring, teaching, and embracing a culture of development.
• Effectively lead by demonstrating a professional approach with coworkers through great leadership skills, ethics, and team development. 
• Hold all employees accountable to the MFHG cultural values, goals, and standards. 
• Properly communicate and create an environment where new company initiatives are supported and embraced by the staff. 

Additional Skills and Responsibilities: 

• Excellent communicator, time management, and problem-solving skills
• Hands on leader who possesses an ability to adapt and lead change
• Analytical and organizational skills, as well as the ability to define and effectively solve a variety of changing situations under stress. 
• Must possess strong interpersonal skills and the ability to resolve conflicting interests with the goal of obtaining cooperation. 
• Passion for exceptional hospitality, food, and beverages. 
• Ability to thrive in a fast-paced, entrepreneurial environment. 
• Self-driven, results-oriented, and possesses a solid track-record of leading high-caliber teams, upscale restaurants. 
• Flexible work schedules, including nights and weekends 
• Travel between restaurants is expected 
• May be required to lift, carry, push, or pull heavy objects up to 50 lbs.
• Kneel, bend, or stoop, ascend or descend stairs; be on feet for extended amounts of time 
• Working in an environment that may be exposed to hazardous situations and conditions that produce cuts or minor burns 

Preferred Experience: 

• Minimum 5 years’ experience selling and planning events across multiple venues 
• Knowledge and skills in analyzing P&L statements and overall financial performance 
• Culinary Arts Degree Preferred 
• High Volume Experience a plus 
• Proficient in a variety of technology systems, especially Microsoft Office (Word, Excel, Outlook, PowerPoint), G-Suite, Toast POS, Triple Seat, Open Table, etc

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