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The Communications, Events Guest Experience Manager is responsible for the restaurant's brand image, guest relationship quality, and community development across both B2C (end guests) and B2B (partners, companies, conciergeries, hotels, agencies, etc.).
The role ensures a consistent guest experience before, during, and after the visit, while driving brand visibility and commercial opportunities through communication, events, and external relationships.
He/She acts as a bridge between operations, local management, the France Communication team, and relevant central teams, supporting commercial performance, reputation, and brand consistency.
Hierarchically reports to the Restaurant General Manager for all activities related to:
Functionally reports to the Communication Manager France for:
● Ensure a premium guest experience at every touchpoint (before, during, and after the visit).
● Manage special requests, VIP guests, complaints, and guest feedback with responsiveness, diplomacy, and professionalism.
● Monitor online reviews and booking platforms (Google, TripAdvisor, TheFork, etc.) and coordinate responses.
● Implement guest loyalty actions (guest database, invitations, targeted communications, events).
● Analyze guest feedback and propose continuous improvement actions for the guest journey.
● Develop and maintain relationships with local partners: hotels, conciergeries, companies, event agencies, clubs, institutions.
● Identify new B2B collaboration opportunities (groups, corporate events, privatizations).
● Manage and follow up on group, event, and privatization requests in coordination with operations teams.
● For all privatization requests, systematically coordinate with the central privatizations team to ensure alignment on processes, commercial conditions, and group standards.
● Represent the restaurant at external events, networking occasions, and local initiatives.
● Contribute to revenue growth through groups, privatizations, and corporate segments.
● Manage the restaurant's online and offline communication in coordination with the Communication Manager France, in line with brand identity.
● Coordinate content creation and publication (social media, internal materials).
● Ensure all restaurant information is accurate and updated across digital platforms.
● Roll out centrally defined campaigns, launches, and brand initiatives at local level and nurturing partnerships.
● Ensure consistency of tone, visuals, and brand positioning across all touchpoints.
● Support the organization of internal events (special evenings, collaborations, launches, thematic experiences).
● Contribute to creating attractive experiences that strengthen the restaurant's community.
● Develop local brand awareness through strategic partnerships and targeted activations.
● Coordinate between guests, partners, operations teams, and relevant central teams during events.
● Work closely with Management, Floor teams, and Kitchen to ensure operational feasibility of guest and event requests.
● Regularly share guest insights, market feedback, and business opportunities with management.
● Support floor teams during high-volume services or VIP presence when needed.
● Revenue from events, privatizations, and groups related customer satisfaction
● Conversion rate of event inquiries into confirmed bookings
● Social media growth and engagement rate
● Number of new B2B partners activated
Ti aspettiamo !
77/78 Marylebone High Street, Marylebone, Westminster, London

Italian Restaurants • More than 250 Employees
Hiring on JOB TODAY since June, 2019
At BIG MAMMA, all our products are directly sourced from small Italian producers and local suppliers in the UK, dishes are 100% homemade, served at affordable prices, in beautifully designed spaces and with a BIG BIG SMILE! :)





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