Guest Experience Leader

Key Responsibilities:
• Greet guests warmly upon arrival and establish a welcoming atmosphere.
• Act as the primary point of contact for guest inquiries, concerns, and special
requests.
• Build positive relationships with regular and new guests to foster loyalty.
• Monitor service quality throughout the guest journey, from arrival to
departure.
• Handle guest feedback professionally, resolving issues promptly and
escalating when necessary.
• Maintain high visibility in guest-facing areas to address needs proactively.
• Collaborate with front-of-house and back-of-house teams to ensure smooth
service operations.
• Provide training and support to team members on delivering outstanding
guest experiences.
• Step in to assist during high-volume periods to ensure service consistency.
• Gather customer feedback through surveys, reviews, or informal
conversations.
• Analyze feedback trends to recommend improvements in service or
operations.

Requirements:
• Previous experience in hospitality, customer service, or a related field;
leadership experience preferred.
• Exceptional verbal and written communication skills; ability to engage
effectively with diverse audiences.
• Quick thinking with the ability to resolve conflicts and handle complaints
tactfully.
• Ability to motivate and support team members in delivering top-notch
service.
• Adaptability to varied situations, including busy periods and challenging
guest interactions.
• Familiarity with POS systems, and guest feedback tools is a plus.