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Manager, Guest Insights at Tao Group

Date Posted:

Manages the regular tracking and use of data collection and market research related to reservation maximization and guest relationship management.


  • Assists with tracking and interpreting various analyses of guest performance that allow owned and managed venues to maximize revenue and the guest experience.
  • Compiles KPI dashboards to support standardization and performance management of reservation inventory and strategy across all US markets and branded locations.
  • Provides reports of confidential findings included detailed recommendations to increase business and maximize cover capacities.
  • Assists with the set up and maintaining ongoing functionality of all branded locations website chat widgets while prioritizing company standard of verbiage and the guest experience.
  • Manages the maintenance of clean reservation system data (creation and deletions) including but not limited to guestbook information, guest auto-tagging, and POS integration mapping.
  • Regularly conducts reservations related market-based comparisons including but not limited to reservation system strategies and holiday and special day offerings.
  • Assists with project management for new reservation system implementation or adaptation as it relates to guestbook data and data transfer.
  • Assists with the reporting function of the Qualtrics experience management platform.


Training Requirements:

  • Tao Group Hospitality PCI/DSS and Gaming Registration (where applicable)



  • Minimum 5 years previous hospitality experience in FOH or HOH operations within a high-volume setting is essential.
  • Two-year associate degree (60 credit hours) in Hospitality, Business etc. or equivalent work experience preferred
  • Strong guest service foundation, ability to coach, build a team, problem solve, and leadership skills required.
  • Must be organized, self-motivated, and proactive with a strong attention to detail.
  • Proficient with computers (Microsoft Products), POS and technology.



The work environment characteristics and/or physical demands described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions

  • Must have strong problem-solving skills
  • Excellent written and verbal communication skills required
  • Ability to work under pressure and meet deadlines
  • Must have good positive energy throughout the day
  • Must be able to read the computer monitors and print legibly
  • Must be able to sit and/or stand for extended periods of time
  • Must be able to move quickly through work and set the pace in the office
  • Must be able to push and lift up to 25 lbs.
  • Small to Medium office environment
  • Office, Casino, Nightclub, Bar, Lounge, and/or Restaurant working environment
  • 5-25% Local Travel (United States)
  • Work in an environment that is subject to varying levels of noise, crowds, and smoke, the severity of which depends upon the guest volume
  • May work extended hours irregular shifts, evening and/or weekend shifts, and holiday work may be required
  • Maintain a professional, neat, and well-groomed appearance adhering to Company standards
  • Must be effective as part of a team; ability to interact with internal and external customers, managers, and co-workers in a professional, courteous manner
  • Ability to maintain a high level of confidentiality
  • Ability to handle a fast-paced, busy, and somewhat stressful environment
Tao Group

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