About Us: Gold is a neighbourhood restaurant and late-night bar in the beating heart of Portobello Road. Gold is informal and honest, with a humble menu focussed on generous, seasonal plates cooked in wood ovens and served to share. Set over four floors, Golds divers space advocates laid-back dining and drinking both indoor and out. Overview of role: This management role oversees and improves the guest experience from booking to departure, managing the reservations process, leading the host team, resolving issues, and ensuring operational efficiency and guest satisfaction throughout their experience. The role also involves converting events enquiries, and co-ordination of external agencies and key stakeholders to ensure marketing and PR plan is executed. Guest Experience: Act as the first point of contact for guests, ensuring warm, professional, and personalised interactions. Oversee the team of hosts to ensure there is always a welcoming presence at the door, particular care and attention should be placed in the recruitment process to ensure brand fit. Manage guest communications before, during, and after visits, including special requests and feedback. Constantly evaluate & produce new ideas to improve guest experience. Connect with guests during service to create returning guests for the restaurant. Research guest background to deliver a customised dining experience. Reservations and Booking Management: Oversee all reservations across the restaurants booking platforms. Be the in-house expert of SevenRooms. Maximise revenue opportunities by managing table allocations and upselling premium dining experiences and maximise walk-ins. Optimising seat allocation while balancing guest experience and operational flow. Manage large group bookings, including contacting them in advance. Develop relationships with regulars, corporate clients, and local partners to generate new business. Ultimate responsibility for ensuring budgeted covers are met and exceeded. Identify and solve any problems that affect sales and profit in liaison with the management team. Events, Marketing & PR: Manage and convert private events enquiries. Analyse performance of social media and PR activity each month and make recommendations for improvements. Co-ordinate and manage external social media and PR strategy, ensuring activities are delivered on time and follow the agreed calendar. Ensure quarterly database engagement by working with content creatives and managing the external agency to send quarterly customer mailers then analysing performance and recommending improvements each time. Developing a bi-annual events focused mailer to past events bookers and future leads. Future leads development should be a focused research list of targeted local businesses. Communicating bi-annually, should also dove tail with events showcases where the guests are invited for drinks and nibbles. Co-ordinate photographers and videographers, to manage photoshoots for external marketing activities. Team Leadership and Collaborations: Ensure host team are representative of the brand, high personal hygiene standards as well as avoiding dirty shoes or dirty clothing. Lead the host team to support the restaurant operation, including checking in on the tables, showing the restaurant space, and being a part of the guest experience. Training hosts and ensuring the reception team works seamlessly at all times. Work closely with events team, restaurant managers, floor teams, and marketing to align on guest experience initiatives. Provide clear guest notes and communication to FOH and BOH teams for flawless execution. Collaborating with the Events team, owning the function sheet, and ensuring seamless and excellent service delivery of events. Manage the coordination of host on-the-job training. Liaise with the rest of the management team in order to evaluate and conduct refresher training when needed. Assist in ensuring all hosts are made available to attend appropriate training courses when provided. Develop the hosts to help them achieve their potential by assisting in effective feedback and appraisal processes. Champion internal promotions. Ensure good communication with all staff by contributing in staff meetings and managing staff on shift through effective shift meetings. Use consistent practices when managing hosts and ensure that the rest of the management team gets the appropriate feedback at all times. Manage hosts in an open and approachable manner to assist in maximising staff retention. Ensure the staff comply with all legislation regarding Health and Safety, Fire safety, Food safety and licensing law at all times. Operational Excellence: Maintain accurate guest databases, profiles, and reservation systems. Help to grow Gold Nottinghill guests database. Monitor booking trends, cancellations, and no-shows, proposing improvements to optimise performance. Ensure compliance with GDPR, data protection, and any other legal requirements. Monthly review customer journey, online standard booking and events booking and suggest areas of improvement to make it clearer and easier. Run an events booking report each month summarising, performance year on year, enquiries/leads, feedback report from clients along with recommendations. Each month carry out a competitive set analysis in the area from seating duration times, booking deposit amounts, cancellation protocols, events min spend, events service charge allocation etc. We offer Competitive salary Fantastic career growth and personal development opportunities Positive workplace culture. Reward and recognition. Meal on shift 28 paid holidays per annum inclusive of bank holidays Staff events, staff discount

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