About Mamas Dining Group

MAMAS Dining Group, a leading restaurant group in Melbourne (Hochi Mama, Hochi Mama Richmond, Straight Outta Saigon, Kiss & Tell, Suzie Q & Windsor Wine Room. Mamas Dining Group is renowned for exceptional service, innovative concepts, and unforgettable guest experiences.

As part of our continued growth, we are seeking an enthusiastic and service-driven Reservations and Guest Services Manager to join our dynamic team.

About The Opportunity

The Reservations, Fucntions & Guest Services Manager at Mamas Dining Group is responsible for securing and managing booking requests for our restaurants while ensuring exceptional guest experience and driving group booking sales. This role involves managing guest reviews and complaints, proactively engaging with guests, and resolving issues efficiently to maintain high levels of satisfaction and loyalty.

Key Responsibilities:

Guest Experience and Management

• Oversee and manage guest reviews and feedback on platforms such as OpenTable, Google, and TripAdvisor to maintain a positive online presence.
• Respond promptly and professionally to guest inquiries and complaints, ensuring timely resolution and enhancing guest satisfaction.
• Engage proactively with guests to understand their concerns and work towards effective resolutions, maintaining high levels of customer satisfaction.
• Manage and coordinate guest feedback programs to continually improve service standards.
• Oversee the occasional hosting of functions, including meeting and greeting guests, and building rapport with customers and VIPs to ensure a memorable experience.

Reservations and Group Booking Management

• Proactively secure large bookings and functions through targeted outreach, including phone calls and emails.
• Manage all booking inquiries with diligent follow-ups to convert leads into confirmed bookings.
• Customise and optimise OpenTable settings to maximise booking potential and improve guest experiences.
• Focus on securing end-of-year functions, including financial year events, Christmas parties, and other seasonal promotions and activities to drive sales.
• Promote Private Dining Room (PDR) bookings and work towards exceeding sales targets through strategic sales initiatives.
• Collaborate with the Marketing team on email activations and promotional strategies to drive function sales.
• Establish and nurture relationships with local businesses for potential partnerships and collaborations.
• Regularly review and update function packs to ensure optimal sales strategies and competitive positioning

Operational Support

• Provide operational support as needed to ensure smooth and efficient venue operations.

Administration

• Handle administrative tasks to support business operations.
• Utilise Microsoft Office Suite for various administrative functions and reporting.
• Perform general office duties to maintain an organised and efficient work environment.

What We’re Looking For

• Experience in a reservations, guest service, or sales within the hospitality industry.
• Strong communication skills with a natural ability to build rapport with guests and resolve issues effectively.
• A sales-focused mindset with a passion for driving bookings and revenue growth.
• Excellent organisation and multitasking abilities to manage multiple reservations and guest requests.
• Proficiency in reservation systems such as OpenTable, and competency in Microsoft Office.
• A proactive, guest-first attitude with a passion for delivering exceptional service.

What We Offer:

• Competitive salary and benefits.
• Opportunity to work with a leading hospitality group.
• A dynamic and supportive work environment.
• Opportunities for professional growth and development.
• Employee Discounts across the group for dining