VIP Hospitality - New Orleans, United States - Vintage Rock Club

Description

Job Description

POSITION: VIP Hospitality & Events manager

LOCATION: Vintage Rock Club

REPORTS TO: GENERAL MANAGER & DIRECTOR OF SALES & MARKETING

Job Description

The VIP Hospitality & Events Manager coordinates the VIP reservations and event production for Vintage Rock Club. This position handles customer inquiries for VIP reservations and is the point-of-contact for all event details from the point of turnover from the Sales department. The VIP Hospitality & Events Manager oversees the collective coordination of all event information and resources and is responsible for account management and hospitality for VIP reservations and private events. They ensure compliance with all F&B policies, standards, and procedures, and assist the team in position during hours of operation as appropriate. They strive to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility (i.e. selling VIP reservations, upselling events.) The VIP Hospitality & Events Manager also determines training needs to accomplish hospitality goals based on daily observation and feedback and reports any training needs to the General Manager and Director of Sales & Marketing. They continuously uphold the Brand Standards as they build and maintain working relationships with internal and external partners, and leverage those relationships to deliver innovative and memorable experiences.

General Responsibilities

The below listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

Director of Show / Events

Proactive Hospitality

Guest Relationship Management

Logistics Planning & Oversight

Brand Ambassador

Communication

Event Detailing & Management

Inventory Management (Event Supplies)

Performance Management

Labor Management / Productivity

Communications and Guest Relationship Management
The VIP Hospitality & Events Manager must have excellent customer relationship management and communication skills, be polished and articulate, and use their skills to manage guest relationships in person, via phone and email. They are an active Brand Ambassador at all times and pursue opportunities to increase visitation and build relationships with all guests. The VIP Sales & Events Manager provides accurate and timely information to patrons, employees, leadership, and vendors and continuously focuses on improving customer satisfaction to drive loyalty and deliver a positive guest experience. The expected response time to new sales leads is 4 hours, and new turnovers is 24 hours (after event is contracted and assigned to the VIP Sales & Events Manager.) All other communication (calls and emails) should be responded to on the same day as received, and no later than 24 hours after receipt.

Sales & Marketing, Community Engagement

The VIP Hospitality & Events Manager is responsible for comprehensive event sales to include: meeting with clients, site inspections, coordination of rentals as well as all other aspects of the event. Network and represent Vintage Rock Club at networking events such as New Orleans & Co. They must stay up to date with the Marketing and Business Drivers calendar, to be aware of all city-wide and neighborhood events affecting business at Vintage Rock Club. They are responsible for coordinating reservations to fulfill donation certificates.

Event Planning and Operations
The VIP Hospitality & Events Manager is responsible for all elements of VIP reservation & event planning and is expected to be on property during hours of operation. They work with the guest to detail VIP reservation and events specifics, including but not limited to final head count, arrival & departure times, food and beverage offerings, AV needs, etc. They lead weekly BEO meetings that inform leadership of all events that will impact property operations. They coordinate logistics with HOH Operations, proactively communicate information, and set clear expectations for delivery to the operations team before and during the event. The VIP Hospitality & Events Manager also conducts daily walk-throughs of Vintage Rock Club's space to help ensure client satisfaction and quality standards. They must work well under pressure, be able to manage multiple activities simultaneously, and re-prioritize efforts when plans change, or the need arises.

VIP Hospitality & Guest Journey

The VIP Hospitality & Events Manager is responsible for managing demand and the entrance line (via 2 separate VIP lists,) smartly enforcing dress code, walking all VIP reservations to their section, and introducing them to their server. They are also responsible for delivering radical hospitality to all guests through the effective management of the guest experience, and ensure that all VIP contacts are recorded in Tripleseat (email and phone.) The VIP Hospitality & Events Manager is the "Director of the Show" during all Events and is responsible for the consistent execution of the event. They pre-shift alongside OPS leadership to make certain that all staff members are aware of their individual responsibilities throughout the shift and consistently teach, coach & lead in the moment to guarantee a memorable experience for each guest. They ensure that no guest leaves Vintage Rock Club dissatisfied without communicating to them in an attempt deliver proactive and lasting hospitality.

Financials
The VIP Hospitality & Events Manager drives revenue through selling VIP Reservations (to ensure full sections on the weekends) and creates opportunities to upsell during event planning. They also assist in controlling expenses throughout the shift by monitoring and reporting waste and ensuring productivity. They are responsible for ensuring the accuracy of all end-of-event responsibilities including ringing in the event properly to the POS and reconciling with Tripleseat.

Administration

The VIP Hospitality & Events Manager is responsible for facility appearance, organization, and management of all tools, systems, and processes. They are responsible for maintaining the event supply inventory and notifying leadership and re-ordering when supplies are low. They research and analyze new products, pricing, and the services of competition for the event industry. They are trained to execute all end-of-day responsibilities and effectively manage multiple projects, meet deadlines, and work well under pressure and within budget, consistently and efficiently.

Qualifications

· Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

· Excellent written and verbal communication skills

· Able to operate, Tripleseat, Toast, and Open Table operating systems

· Flexibility to work nights, weekends, and holidays as business warrants

· Ability to work independently as well as a member of a team, with emphasis on ability to be a team leader

· Ability to establish and maintain effective and efficient relationships with all levels of staff, guests and vendors

· Ability to act with discretion and good judgement regarding confidential matters

· Demonstrate use of sound judgement and discretion in making decisions, which comply with established procedures as well as the ability to handle new situations