Food & Beverage Guest Experience Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Located in the exclusive Nob Hill neighborhood and in the process of going through a complete reimagination, The Huntington provides guests with modern amenities and conveniences within a historic space. Guests can enjoy fine dining, a three level spa, beautiful rooms and suites as well as meeting and event spaces without ever leaving the property. The Huntington provides guests with the best location and amenities San Francisco has to offer.

The Food & Beverage Guest Experience Manager will manage the reservations for F&B outlets and book and assist in operations for all private events in spaces within the hotel. Assist the team in day-to-day operations on the floor. Build and strengthen relationships with key demographics, seek new business within individual booking agents, and generate revenue through high-value guest acquisition and retention.

Properly sets-up host stand area, performs side-work and other opening/closing procedures as directed by management.
• Ensures all appropriate menus are printed and ready for service.
• Actively takes and processes reservations, assists with incoming calls, and answers guest questions.
• Tracks and owns end-to-end sales cycle of all F&B related Private dining inquiries for the determined spaces (Big 4, Arabella's, F&B Spa and meeting rooms on the 2nd floor) in Delphi
• Works in partnership with the Sales & Catering department to facilitate planning and operations of all Hotel group-related business
• Deliver YoY growth across key demographics; Lifestyle Concierge, Hotel Concierge, VIPs, Members & Local Business (categories TBD)
• Be a key ambassador for The Huntington Hotel, prevalent and recognizable in the industry and a key contact for VIPs, Members, Concierges & other determined accounts
• Manage The Huntington Hotel social program that delivers a trackable ROI & encourages cross-pollination of contacts
• Drive pro-active outbound outreach for membership
• Participates in any training sessions or departmental meetings.
• Ensure all restaurant spaces are maintained in a clean and tidy manner
• Encourages positive social media reviews through dynamic guest engagement and personal interaction
• Monthly reporting to include covers, revenue, activities, new business and overall sales performance
• Develop the F&B events calendar and strategy as an ongoing program to support commercial and operational success.
• Have a strong personal and social network, using both to actively promote the HH
• Manage profiling of guests, using CRM integration and reservation management systems (SevenRooms, OT, Resy), to include spending data, socials, buying habits & and engagement, and deliver actionable insights to the F&B, and sales & marketing.
• Deliver selected databases from the reservation system to campaign teams for social targeting.
• Develop & manage incentive programs for concierges
• Deliver contacts to other managers as appropriate & cross-pollinate contacts across the group
• Capture organic and conversational feedback and deliver to Outlets General Manager for sentiment tracking (NPS/ CSAT)
• Develop & manage guest retention plan, specifically focusing on potential high-value and coded guests
• Be constantly staying on top of trends, culture, beverage & restaurant market, bringing guest culture to the business
• Interacts with guests as they arrive and as they leave the restaurant to ensure a positive dining experience.
• Performs other duties as directed.

• Displays a pleasant and cheerful disposition.
• Able to communicate professionally and effectively with both guests and team members.
• Must have basic math skills and be capable of operating department-specific software and applications.
• Available to work late nights, holidays, and long shifts if necessary.
• Must be able to stand and or walk for long periods of time without sitting.
• 3-4 years of restaurant experience in high volume and casual dining restaurants.
• At least 2 years of experience leading a front door team in a high-volume, fine dining restaurant.

Compensation Range: $95,000 - 100,0000 plus 2% on all owned events sales booked in F&B areas