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VIP Guest Relations Manager

1 month ago

Central London, United Kingdom JKS Restaurants Full time
VIP Guest Relations Manager - JKS Restaurants
Salary - Up to £50,000 per annum. Dependant on experience

Schedule - Full Time

Experience - A minimum of 5 years of proven experience in guest relations

JKS Restaurants is on the lookout for a dedicated and dynamic VIP Guest Relations Manager to become an integral part of our esteemed team at 2 Michelin starred Gymkhana.

This vital position is focused on providing an unparalleled dining experience for our VIP guests and members, ensuring they feel valued and catered to at every visit. The ideal candidate will have exceptional interpersonal skills, a deep passion for hospitality, and a proven track record of building enduring relationships with High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) individuals.

The Restaurant

Operating in Mayfair for over a decade, Gymkhana is inspired by the bars, social, sports, and members clubs of the British Raj in India. It serves contemporary Indian cuisine using seasonal British ingredients, with a strong focus on the tandoori oven. Since its opening in 2013, Gymkhana has garnered numerous accolades, including its first Michelin star and, in 2024, a second Michelin star, making it the first Indian restaurant in London to hold two.The restaurant was also named Restaurant of the Year by Restaurant Magazine and BMW Square Meal in 2014.

As Giles Coren of The Times remarked, "Gymkhana is the best restaurant I have ever been to."

The Role

As Guest Relations Manager, you will play a crucial role in ensuring that every guest enjoys a memorable and seamless experience. You will be responsible for managing guests and creating an inviting atmosphere that reflects the unique charm of the venue.

Core Responsibilities:

Guest Interaction

  • Actively engage with VIP guests and members prior to, during, and after their dining experiences. Take the time to understand their preferences, dietary restrictions, and special occasions to personally tailor their visits and enhance overall satisfaction.

Networking

  • Cultivate and maintain a comprehensive database of HNW and UHNW clientele. This includes identifying key influencers within this demographic, networking effectively, and establishing relationships that encourage loyalty and repeat visits to our restaurant.

Communication

  • Oversee all VIP guest communications, ensuring that enquiries and requests are addressed with the utmost urgency and efficiency. This includes regular follow-ups and personalised outreach to maintain a proactive approach in guest relations.

VIP/Concierge Phone Management

  • Operate the dedicated VIP/Concierge phone line, providing timely and accurate assistance to guests seeking reservations, inquiries, or special requests. Ensure that this line is manned during peak hours for immediate guest support.

Response Time Management

  • Uphold exceptional communication standards by guaranteeing that all VIP enquiries receive responses within a maximum of 15 minutes.
  • Implement procedures to monitor response times and address any delays immediately.

On-Site Presence

  • Maintain an active on-site presence during VIP dining experiences. This involves greeting guests personally, overseeing service, and ensuring that every detail is handled to maximize enjoyment and satisfaction.

Reporting

  • Compile and analyse regular reports on VIP guest visits, spends, feedback and overall experience metrics. Use this data to inform continuous improvements.

Profile Maintenance

  • Regularly update and ensure accuracy in guest profiles on Seven Rooms, ensuring each profile reflects the most current preferences, special requests, and contact information.

Local Outreach

  • Participate in and spearhead local outreach initiatives aimed at enhancing the restaurant's reputation and influence within the community.
  • Network with local businesses and organisations to build relationships that can benefit both the restaurant and its VIP guests.

Requirements:

  • Proven experience in a similar role within the hospitality industry, preferably in a high-end restaurant setting.
  • Previous experience with Mayfair guests (preferred)
  • Exceptional communication and interpersonal skills.
  • Strong organizational and multitasking abilities.
  • A passion for delivering exceptional customer service.
  • Knowledge of reservation systems and hospitality software.
  • Ability to work evenings, weekends, and public holidays as needed.
Benefits & Culture

Our team is the most important part of our business, translating our passion for genuine hospitality to our guests every day. We are proud to work with industry-leading talent and recognise the importance of offering our teams the tools, guidance and experience necessary to build confidence and grow.

We encourage you to bring your whole self to work and celebrate the skills and characteristics that make you unique. Your commitment to be kind and work hard comes with a range of benefits such as:

Treat Yourself

  • Up to 50% off dining across JKS Restaurants
  • Retail & Takeaway Discounts
  • Code App Membership

Look After Yourself

  • Discounted Gym Membership
  • Wagestream stream your pay earlier
  • Company Donations for your involvement with Charities
  • Employee Assistance Program
  • Access to Financial Advice
  • Wedding Gift & New-born Care Package " Celebrating your big occasions
  • Season Ticket Loan

Progress Yourself

  • Access to our fantastic L&D Calendar
  • A personalised learning & development plan to develop your skills and knowledge
  • Career progression with a fast-growing, critically acclaimed restaurant group.

Be Yourself

  • Additional holiday for every year with us (rising to 30 days)
  • Employee referral scheme - paying up to £600 per referral
  • Staff parties & long service awards
The Group

JKS Restaurants was founded by siblings Jyotin, Karam, and Sunaina Sethi in November 2008. Since its inception, the group has received critical acclaim and industry recognition, including 7 Michelin stars, 4 Michelin Bib Gourmands, a restaurant ranked among the Worlds 100 Best Restaurants, and a spot in the Sunday Times Best 100 Places to Work 2024.

The JKS portfolio currently features Michelin-starred restaurants such as Trishna, Gymkhana, Kitchen Table, Sabor, and Lyles, along with cult favourites Hoppers, BAO, Brigadiers, Berenjak, Plaza Khao Gaeng, Speedboat Bar, Bibi, and Ambassadors Clubhouse. Pubs include The Cadogan Arms, The George and The Hound.

JKS Restaurants offers a unique opportunity to pursue a career in fine dining or to develop within trend-focused casual cuisine, with opportunities across all disciplines for those looking to advance their careers within a people-focused, collaborative hospitality group.


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