Communications, Events & Guest Experience Manager (H/F)

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Role Purpose: 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. Reporting Line Hierarchically reports to the Restaurant General Manager for all activities related to: • Guest experience B2C • B2B relationships and partnerships • Groups, events, and privatizations • Complaints and sensitive guest situations • Revenue development through events and corporate segments Functionally reports to the Communication Manager France for: • Communication strategy • Brand image and positioning • Content, social media, and communication materials • Campaigns, launches, and marketing initiatives • Brand tone of voice and visual consistency Key Responsibilities 1. Guest Experience & Relationship (B2C) ● 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. 2. Guest Relationship, Events & Business Development (B2B) ● 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. 3. Communication & Brand Image ● 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. 4. Events & Community Engagement ● 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. 5. Internal Coordination ● 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. Key Performance Indicators (KPIs) ● 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 NOTRE OFFRE : • Poste basé à Bruxelles • CDI • Remboursement 50% pass Navigo + mutuelle ALAN (on en parle parce qu'elle est top!) 🩺 • Carte restaurant Swile 🍕 • Un abonnement Gymlib pour profiter d'un accès flexible à des milliers de salles de sport 🏋️ Ti aspettiamo ! Les candidats qualifiés seront considérés pour un emploi sans égard à leur sexe, leur identité de genre, leur orientation sexuelle, leur couleur, leur religion, leur origine nationale, leur handicap, leur âge ou toute autre caractéristique protégée par la loi.

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