Assistant Manager - CX and Ops

Mandate 3 : Employees to be located in their place of posting / respective office base location, 5 days WFO and rotational shifts, as & when needed as per business requirements.

About CREW

Crew

About the Role

Key Responsibilities

• Restaurant Curation:
• Develop and maintain a robust network of top dining options across cuisines, neighborhoods, and occasions.
• Curate tailored recommendations to match customer profiles, preferences, and mission objectives.
• Stay abreast of new openings, trending venues, and exclusive offers to provide up-to-date suggestions.
• Reservation Management:
• Proactively manage reservations end to end, interacting with restaurants to secure priority tables and handle complex requests.
• Communicate effectively with customers for preferences, confirmations, and special requirements.
• Troubleshoot reservation issues, last-minute changes, or VIP arrangements professionally.
• Operational Excellence:
• Oversee mission assignments and fulfillment for restaurant requests, ensuring timely and high-quality execution by Captains.
• Collaborate with team leads to balance workloads, optimize staff schedules, and uphold SOPs for both curation and reservation workflows.
• Track operational KPIs such as ticket turnaround and customer satisfaction, taking action to improve efficiency and service.
• Customer Experience:
• Actively solicit and respond to customer feedback to refine future suggestions.
• Resolve customer complaints with empathy and professionalism, aiming for superior guest satisfaction.
• Ensure every customer touchpoint—recommendation, booking, and fulfillment—is seamless and memorable.
• Technology & Process Improvement:
• Work with product and tech teams to enhance AI-powered curation and automate routine booking tasks, while prioritizing the human touch for premium requests.
• Contribute to database management for restaurant profiles, reviews, and customer preferences.
  

Key Requirements

• 4–8 years’ experience in restaurant curation, concierge services, or hospitality operations, preferably in a premium segment.
• Deep familiarity with the food and beverage landscape, restaurant ratings, and customer dining preferences.
• Strong communication, negotiation, and relationship-building skills for engaging with restaurants and customers alike.
• Expert knowledge of reservation platforms and tech-enabled booking workflows.
• Proven operational and team management discipline, with the ability to prioritize under pressure.
• Analytical mindset and attention to detail in both suggestion/selection processes and operational execution.
• Open to working evenings, weekends, and holidays as per business rotation.
  

Success in this Role

• Success will mean consistently delighting customers with high-value dining experiences, delivering fast and accurate reservations, and driving improvements in service efficiency, customer satisfaction, and curated recommendation quality.