Role Overview

The Guest Experience Manager oversees daily front-of-house operations while elevating the emotional experience of every guest.

You are responsible not just for smooth service flow, but for creating meaningful, personalised moments that turn first-time visitors into regulars.

Key Responsibilities

• Lead daily front of house operations and ensure seamless service delivery
• Supervise and coach supervisors and service staff during shifts
• Uphold service standards rooted in intentional hospitality
• Manage guest relations, including service recovery and VIP hosting
• Drive personalised guest profiling and relationship building
• Empower team members to create thoughtful surprise and delight moments
• Monitor service performance, staffing deployment and productivity
• Collaborate closely with kitchen and bar teams
• Support training, onboarding and performance development
• Ensure compliance with hygiene, safety and company policies

What We Look For

• Minimum 3 years of experience in a supervisory or managerial role in a restaurant or hospitality setting
• Strong leadership and coaching ability
• High emotional intelligence and hospitality mindset
• Calm under pressure with excellent problem solving skills
• Strong communication skills
• Passion for neighbourhood driven hospitality