Assistant Manager - CX and Ops

Role Overview: As an Assistant Manager for the Restaurant & Experiences vertical at Crew, you will be responsible for expertly curating restaurant recommendations, managing reservations flawlessly, and overseeing day-to-day operations. Your focus will be on providing highly personalized dining suggestions to premium customers, ensuring seamless bookings, and delivering outstanding service in collaboration with Captains and tech teams. Key Responsibilities: - Restaurant Curation: - Develop and maintain a strong network of top dining options across various cuisines, neighborhoods, and occasions. - Create personalized recommendations based on customer profiles, preferences, and objectives. - Stay updated on new openings, trending venues, and exclusive offers to offer current suggestions. - Reservation Management: - Manage reservations from start to finish, liaising with restaurants for priority tables and handling complex requests. - Communicate effectively with customers regarding preferences, confirmations, and special requirements. - Handle reservation issues, last-minute changes, and VIP arrangements professionally. - Operational Excellence: - Supervise mission assignments and fulfillment for restaurant requests to ensure timely and high-quality execution by Captains. - Collaborate with team leads to optimize staff schedules, balance workloads, and maintain SOPs for curation and reservation workflows. - Monitor operational KPIs like ticket turnaround and customer satisfaction, taking steps to enhance efficiency and service. - Customer Experience: - Gather and address customer feedback to improve future recommendations. - Resolve customer complaints with empathy and professionalism to achieve superior guest satisfaction. - Ensure every customer interaction is seamless and memorable, from recommendations to bookings and fulfillment. - Technology & Process Improvement: - Collaborate with product and tech teams to enhance AI-powered curation and automate routine booking tasks while focusing on premium requests. - Contribute to managing databases for restaurant profiles, reviews, and customer preferences. Qualification Required: - 4-8 years of experience in restaurant curation, concierge services, or hospitality operations, preferably in the premium segment. - In-depth knowledge of the food and beverage landscape, restaurant ratings, and customer dining preferences. - Strong communication, negotiation, and relationship-building skills for engaging with restaurants and customers. - Proficiency in reservation platforms and tech-enabled booking workflows. - Proven operational and team management skills with the ability to prioritize effectively. - Analytical mindset and attention to detail in suggestion processes and operational execution. - Willingness to work evenings, weekends, and holidays as per business rotation. Company Additional Details: Crew is Swiggy's newest venture, an always-on personal concierge app designed to simplify everyday tasks. It serves as a problem solver, surprise planner, and life-simplifier all in one sleek application. Join the team in shaping the future of effortless living by handling tasks with precision and care.,