Union Square Hospitality Group has created some of New York's most beloved restaurants, cafes, and bars, which offer outstanding food delivered with our signature warmth and hospitality. Founded by CEO Danny Meyer with the opening of Union Square Cafe in 1985, the company now extends beyond the walls of its eateries. In addition to creating Shake Shack, USHG offers operational consulting, runs a multifaceted catering and events business, Union Square Events, and a growth fund, Enlightened Hospitality Investments (EHI). With operations in New York, Washington, D.C., and beyond, USHG has long supported its communities through hunger relief and civic organizations. USHG holds 28 James Beard Awards and numerous accolades for its distinctive style of hospitality. Who you are: We are seeking a strategic, confident, and highly organized leader who exemplifies USHG's core Family Values of hospitality, excellence, entrepreneurial spirit, and integrity to join our leadership team as the Guest Experience Director. The ideal candidate thrives in a dynamic, fast-paced environment and is skilled at leading a team of Managers and hourly team members to ensure a consistently exceptional experience for all our guests. The ability to be strategic, flexible, proactive, calm under pressure, resourceful, and efficient is in your DNA. Strong leadership skills, superior verbal and written communication skills, strong decision-making ability, sense of urgency, empathy, and attention to detail is crucial.What you'll do:
- Lead and manage USHG's Guest Experience department comprised of 2-4 salaried leaders and 7-11 hourly team members
- Build and maintain a growing reservations department, including providing ongoing feedback for best-in-class performance and growth potential
- Enhance and build upon current SOPs to continually grow the success of the team
- Work closely with restaurant operators to ensure our reservation books are set up to drive maximum revenue while maintaining exceptional guest experience with the least amount of friction. Employ outside-the-box thinking, balancing revenue, integrity of service, and guest sentiment
- Maintain positive working relationships with USHG leaders and Event Sales Teams ensuring effective and timely communication. Keep continuous communication between restaurants and reservationists in order to deliver accurate information to guests. (menu changes, service changes, private dining room details, operating hours, walk-in/waitlist policy)
- Balance day-to-day operational and administrative responsibilities with excellence, making sound decisions for the short- and long-term health of the business
- Build and maintain strong relationships with concierges, guests, and regulars, creating space for managers to do the same
- Ensure successful relationships with corporate partners such as Capital One, hotels, and platform vendors
- Liaise with Home Office departments, operational leaders, reservation leaders, and event leaders, to ensure we are providing the most efficient performance to reach our goals
- Remain current and compliant with the correct HR practices and policies, holding employees accountable to all standards and practices, evaluating and/or following disciplinary procedure when necessary
- This position is in person only and reports directly to the Director of Events and Guest Experience
- Cultivate a culture of Enlightened Hospitality for all stakeholders that supports our business objectives and growth
What we need from you:
- 3+ years of leadership experience in the hospitality industry
- 2+ years in people management in a hospitality environment
- Possess a deep understanding of the backend functionality of reservation systems, including how they integrate with and impact service operations
- Demonstrate the ability to navigate system limitations effectively and implement creative workarounds to maintain seamless service and maximize guest satisfaction
- Strong business and financial acumen
- Superior written and verbal communication Skills
- Detail Oriented
- Proficient in Microsoft Office, SevenRooms, Toast or other comparable platforms
- The ability to stay positive and calm under pressure
- A warm, compassionate, and team-focused approach
What you'll get from us:
- Annual base salary of $85,000 - $90,000* plus bonus potential
- Comprehensive Medical, Dental, and Vision insurance
- Paid Time Off to support you with an active life outside of work
- Paid Parental Leave
- Life Insurance
- Flexible Spending Options (health care, dependent care, transit & parking)
- Employee Assistance Program to support overall mental wellbeing
- Exclusive access to primary care, mental health, and other healthcare services through Radish Health
- Annual dining credit and 51% dining discount throughout the USHG family of restaurants
- Matched 401(k) to help you invest in your future
- Access to the USHG HUGS Employee Relief Fund
Please note: This job description is not intended to be all-inclusive. This position may be required to perform other related duties to meet the ongoing needs of the restaurant. *The above represents the expected salary range for this position. Ultimately, in determining your pay, we'll consider your experience and other job-related factors.