Assistant Manager - Cx & Ops (Restaurant)
Business Unit: CREWLocation: Bangalore (On-Site) About the BusinessSwiggy is building a premium lifestyle and travel service that combines AI-powered technology with a dedicated human concierge team to bring unparalleled convenience in lives for high-value customers. The business caters to use cases across travel planning, restaurant reservations, event and gifting arrangements, document assistance, hyperlocal pick-ups, and more - all fulfilled seamlessly.About the RoleAs Assistant Manager for the Restaurant & Experiences vertical, you will blend expert curation of restaurant or going-out recommendations with flawless reservation management and day-to-day operational oversight. You'll ensure premium customers enjoy highly personalized dining suggestions, seamless bookings, and outstanding service in collaboration with our Captains (agents) and tech teams. 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 RoleSuccess 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.
