Guest Service Experience Manager

Job Overview
We are seeking a dedicated and dynamic Guest Experience Manager to enhance customer satisfaction and drive operational excellence within our establishment. This role is pivotal in ensuring that our guests receive exceptional service while fostering a positive and engaging environment for both customers and staff. The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to manage multiple tasks effectively.

Duties

1. Guest Experience Management

• Greet and engage with guests in a professional and welcoming manner.

2. Operational Oversight

• Supervise FOH team members including hosts, servers, EXPOs, and bussers.
• Maintain a clean, organized, and inviting atmosphere in the dining room and entry areas.
• Manage guest flow and seating using the reservation system to minimize wait times.

3. Staff Training & Development

• Train new hires on service standards, menu knowledge, and guest engagement.
• Conduct performance evaluations and provide coaching as needed.
• Foster a collaborative and respectful team environment.

4. Customer Relations

• Build relationships with regular guests and VIPs.
• Identify opportunities to improve guest satisfaction and retention.
• Collect and evaluate guest feedback to enhance service delivery.

5. Administrative & Financial Tasks

• Support scheduling, labor cost control, and shift coverage.
• Review reports on service quality, guest satisfaction, and efficiency.
• Respond promptly and effectively to guest concerns and complaints.
• Ensure attentive, efficient, and friendly service throughout the guest experience.

Requirements

• Proven hospitality or guest service experience, preferably in a supervisory or managerial role.
• Availability to work evenings, weekends, and holidays as needed.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving mindset with a strong attention to detail.
• Proficiency in restaurant software and basic computer applications.

Physical Requirements

• Ability to lift and carry up to 50 pounds.
• Ability to stand or walk for extended periods.
• Repetitive use of fingers, hands, and arms.

Benefit

401K and ER match

Medical/Dental/Vision/ Supplemental insurances

Paid time off

Paid sick leave

EAP

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching

Application Question(s):

• Are you proficient in restaurant software?

Experience:

• Guest services: 2 years (Required)

Ability to Commute:

• Denver, CO 80210 (Required)

Work Location: In person