Assistant Manager - Cx & Ops (Restaurants)

Bangalore, Karnataka
Permanent
Full-time

21 days ago

Assistant Manager - Customer Experience & Delight (Restaurant Vertical)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.

Swiggy

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