Job Description: We are currently seeking an enthusiastic and customer-focused Guest Experience Manager to join our team in Toronto, Canada. As the Guest Experience Manager, you will be responsible for creating and maintaining a welcoming and exceptional experience for our guests, ensuring their satisfaction and loyalty. Key Responsibilities: Customer Service Excellence: Set high standards for customer service and ensure that they are consistently met or exceeded. Interact with guests, address inquiries, and handle any issues or complaints in a professional and timely manner. Foster a warm and friendly atmosphere for guests and team members. Staff Training and Development: Train and educate staff members on delivering outstanding customer service. Develop training programs to enhance communication, problem-solving, and guest interaction skills. Provide ongoing coaching and feedback to ensure a high level of service. Operational Efficiency: Monitor and optimize operational processes to streamline guest experiences. Identify opportunities for improvement and implement strategies to enhance efficiency, productivity, and guest satisfaction. Reservation and Booking Management: Oversee reservation systems, ensuring accuracy and efficiency in managing guest bookings. Coordinate with the front-of-house team to ensure smooth seating arrangements and timely table turnover. Guest Feedback and Reviews: Monitor guest feedback and reviews on various platforms (e.g., online review sites, social media). Analyze feedback to identify trends, address areas of improvement, and celebrate positive experiences. Implement strategies to actively encourage positive reviews and increase guest satisfaction. Special Events and Promotions: Collaborate with the marketing and events team to plan and execute special events, promotions, and themed evenings. Coordinate with various departments to ensure seamless execution and exceptional guest experiences. Relationship Building: Build strong relationships with regular guests and local community members. Identify opportunities to engage with guests, such as recognizing special occasions or offering personalized experiences, to foster loyalty and repeat business. Health and Safety Compliance: Ensure compliance with all health and safety regulations and industry standards. Regularly conduct inspections to maintain a clean and safe environment for guests and staff.
Job Requirement: Previous experience in a guest-focused role within the food and beverage industry, preferably in a management or supervisory capacity. Strong passion for delivering exceptional customer service and creating memorable guest experiences. Excellent interpersonal and communication skills, with the ability to engage with a diverse range of guests. Leadership qualities, with the ability to inspire and motivate a team to deliver outstanding service. Strong organizational and problem-solving skills, with attention to detail and ability to multitask in a fast-paced environment. Familiarity with reservation and booking systems. Knowledge of health and safety regulations and food handling practices. Flexibility to work evenings, weekends, and holidays as required.
