Guest Experience

Job Description:

The Guest Experience Coordinator at our Specialty Coffee Shop and Brunch plays a pivotal role in creating a welcoming atmosphere that aligns with our commitment to exceptional customer service and a high-quality dining experience. The ideal candidate will possess an in-depth understanding of hospitality etiquette and exhibit exceptional communication skills to engage with guests effectively. This role requires a proactive approach to managing reservations, accommodating guests, and coordinating with front-of-house staff to ensure seamless dining operations. The Guest Experience Coordinator will also embody our brand’s values by demonstrating a passion for specialty coffee and brunch offerings, educating customers about our menu, and maintaining a tidy and inviting entrance. A keen eye for detail, the ability to handle customer feedback with professionalism, and a collaborative spirit are essential to uphold our mission of providing an extraordinary customer experience.

Job Requirements:

• A minimum of 5 years of experience in a customer-facing role within the food and beverage industry, preferably in a high-volume environment.
• Proven track record of implementing best practices for guest seating management and reservation systems.
• Strong understanding of hospitality etiquette, including familiarity with table settings, menu descriptions, and staff coordination.
• Ability to handle various customer scenarios, including complaints and inquiries with poise and tact.
• Experience in training and mentoring junior staff in exceptional customer service principles.
• Familiarity with health and safety regulations within the food and beverage sector.
• Capability to work flexible hours, including weekends and holidays, to accommodate peak service times.

Job Responsibilities:

• Greet guests promptly and warmly upon arrival to create a lasting first impression while adhering to brand hospitality standards.
• Manage the reservation system efficiently to optimize seating arrangements and minimize wait times without compromising service quality.
• Communicate effectively with kitchen and waitstaff to coordinate guest seating, special requests, and dietary restrictions.
• Monitor dining areas to ensure cleanliness, proper setup, and an inviting atmosphere throughout service periods.
• Handle guest inquiries, complaints, and feedback promptly, utilizing a calm and positive demeanor to resolve issues satisfactorily.
• Assist in training new team members on customer service protocols, the importance of ambiance, and brand ethos.
• Participate in daily briefings with the front-of-house team to discuss menu specials and service updates.

Required Skills:

• Exceptional verbal communication skills, with a focus on polite and clear guest interactions.
• Strong organizational abilities, capable of managing multiple priorities in a dynamic and fast-paced environment.
• A keen eye for detail, ensuring the presentation of the restaurant aligns with brand standards.
• Proficient in using reservation management software and other related tools.
• Deep knowledge of specialty coffee varieties and brunch menu items is advantageous, including preparation methods and pairings.
• Empathy and active listening skills to engage guests and respond to their needs effectively.
• Ability to maintain composure under pressure, especially during peak hours or challenging customer interactions.