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.