Guest Experience Manager

Job Description

We are looking for a talented and passionate Guest Experience Manager to co-create memorable experiences for our guests. You will be the first point of contact when someone gets in touch to book one of our experiences, by phone or by email. Whether they're enquiring about a ten-course Japanese tasting menu, a table at Cometa or cocktails in No. 23.

This role combines guest relations, reservations management and operational coordination to ensure that all teams are aligned and that guest experiences run smoothly from booking through to departure.

We pride ourselves on our warm, friendly and knowledgeable guest service, so being confident and engaging is a must. It also helps if you live and breathe hospitality, so an interest in food, drink (and people) goes a long way. It also means youˇll love working here, as thatˇs what our community is all about.

You will also be responsible for greeting guests on arrival, providing a warm and friendly welcome.

Key responsibilities:

• Managing the day to day reservations for the three bookable spaces within Carousel; Guest Chef; Cometa; and No. 23, ensuring efficient table allocation and seamless service flow
• Respond to booking enquiries via phone and email, providing clear information about our experiences and troubleshoot any booking issues and enquiries
• Manage guest notes, dietary requirements and special requests within the reservations system
• Ensure accurate and up-to-date guest information is recorded and communicated to the team
• Prepare and communicate daily and weekly reservation summaries to the kitchen, guest chefs and management teams
• Welcome guests and walk-ins on arrival and ensure a warm and seamless start to their experience: shift management and pacing of bookings within all areas
• Build relationships with regular guests and VIPs, maintaining detailed guest notes and preferences
• Handle guest feedback, enquiries and complaints with professionalism and empathy
• Manage large group reservations and processes
• Process and monitor guest vouchers and event tickets via TicketTailor and Lightspeed
• Supporting the WildKitchen team on our summer series maintaining communication with the guests€
• Assist the Head of People and support internal systems relating to staff and general office admin

Job Requirements

Requirements

• Strong organizational skills and ability to multitask in a fast-paced environment.
• Excellent guest relationship building
• A natural people-person who thrives on creating memorable guest experiences
• Exceptional administrative and multitasking skills with attention to detail
• Proficient and experienced in OpenTable
• Keeping calm under pressure and the ability to handle high-pressure situations with ease and professionalism
• Professional, discreet, and respectful of privacy in a high-profile environment
• Passionate about food and beverage and committed to delivering exceptional quality
• Hardworking, self-motivated, and able to work independently with minimal supervision
• You are a problem solver and strive for excellences

Job Location

19-23 Charlotte Street
London W1T 1RW