Sr Suites Sales Manager

The Guest Relations Manager is responsible for overseeing all aspects of the food and beverage ordering process, including billing, invoicing, and accounts receivable. This position plays a crucial role in building and maintaining strong relationships with clients, partners, and suite holders by delivering exceptional and professional service in a timely manner.

Collaborating closely with the culinary team, the Guest Relations Manager is involved in developing new season menus, implementing midseason menu edits, and ensuring that the system and online ordering portal are updated accordingly. This position also involves creating training guides, client profiles, and serving as the primary point of contact for Suite's managers, supervisors, and staff, offering guidance on executing successful events and fulfilling guest requests.

The ideal candidate for this role excels in the planning process, demonstrating excellent organizational skills, reliability, and efficiency in decision-making. Effective time management, the ability to multitask proficiently, and maintaining composure in high-pressure situations are essential qualities for success in this position.

ESSENTIAL FUNCTIONS

* Maintain consistent and effective communication with clients regarding menus, order deadlines, billing, private inventories, authorized signers, and special requests for all events.

* Cultivate and nurture strong client relationships throughout the coordination, execution, final payment, and evaluation stages of service.

* Ensure adherence to service standards and hold the team accountable for delivering exceptional service experiences.

* Demonstrate extensive knowledge of culinary offerings, wine, and beverages.

* Manage billing and record-keeping for 44 suites, 30 courtside lounges, and 60 theater boxes, including but not limited to:

* Handling credit card failures and payment collections.

* Managing Aging accounts by either processing payments or passing receipts to the coordinator.

* Generating monthly sales summaries and following up with clients.

* Managing GSW billing, ensuring all invoices are pulled and coordinated post-event

* Reconciling billing discrepancies

* Coordinate and provide suites occupancy details and final numbers to the operations team prior to each event. Updating OMS menus and Suite Eats platform.

* Ensuring QR codes and portal menus reflect accurate information.

* Assisting in reviewing digital menus for accuracy and consistency.

* Facilitate the transfer of all preorders from the OMS system to Square on event days.

* Lead pre-shift meeting with operational managers and supervisors to review preorders, specific notes, and special requests.

* Provide operational support throughout the event, on-site client relations/communications, address billing/closing questions as they arise.

* Develop training materials for new menus and updates to Square processes.

* Assist in the creation of the wine program and beverage menu.

* Bachelor's degree in hospitality management, business administration, or a related field.

* Demonstrated experience in guest relations or customer service roles, preferably in the hospitality or event industry.

* Comprehensive knowledge of event planning and execution, including venue logistics, setup, and service flow.

* Exceptional communication skills with the ability to effectively interact with management team, guests, and team members.

* Proficiency in utilizing Square, OMS, or other comparable POS programs.

* Strong computer literacy and proficiency in software applications related to event management, billing, and customer relationship management.

PHYSICAL REQUIREMENTS

* Must be able to perform extensive standing, seating and walking including stairs

* Possible hazards include, but are not limited to slips, trips, falls, burns, cuts, and strains

* Stamina to work 60 hours or more per week

* Must be able to work extended shifts of 10 hours or more as business dictates

WORK CONDITIONS

* Dynamic work environment driven by events, requiring flexibility to work varying hours including early mornings, late nights, weekends, and holidays.

* Thrives in a fast-paced, high-pressure environment and maintains professionalism and composure during stressful situations.

* Adapts to a deadline-driven work environment, effectively managing food order deadlines, accommodating last-minute requests, and resolving supply change issues efficiently.

IMPORTANT NOTICE

* This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to time. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the property.

* Team Member is required to sign this document in the space provided below, acknowledging receipt and comprehension of this job description.