Guest Experience Manager

Our client in the Hospitality Sector is seeking to hire a Guest Experience Manager (GEM) for their Restaurant.

Job Summary:

The Guest Experience Manager (GEM) plays a pivotal role in ensuring an exceptional dining and bar experience for all guests. This position combines hands-on service with Operational and HR oversight, requiring a highly skilled manager who can seamlessly transition between staff leadership and direct guest interaction.

GEMs are cross-trained in both front-of-house (FOH) and bar operations, enabling them to supervise, support, and step into service roles as needed. They are responsible for maintaining high standards of hospitality, team performance, and efficiency while fostering a positive and engaging atmosphere for both guests and staff.

Core Responsibilities & Duties:

Guest Experience & Service Excellence :

• Uphold and enhance the client Trinidad’s brand reputation by ensuring an outstanding guest experience.
• Actively engage with guests, ensuring satisfaction and resolving any service issues promptly and professionally.
• Monitor dining and bar areas to maintain ambiance, cleanliness and seamless service.
• Train and reinforce best practices in hospitality, upselling and guest interaction among the service team.
• Uphold the client brand by enforcing professional dress code and appearance standards.

Supervisory & Operational Duties:

• Maintain a visible leadership presence on the floor, bar and kitchen to ensure smooth operations – Lead by Example.
• Ensure seamless coordination between the bar, kitchen, and floor staff to deliver exceptional guest experiences. Step in as an ally server or expediter as needed.
• Ensure smooth shift operations by proactively addressing staffing and guest needs.
• Monitor and enforce adherence to steps of service, quality standards and safety regulations.
• Conduct pre-shift meetings to communicate daily goals, 86 list, specials and service expectations.

POS & Operational Oversight:

• Competently operate the POS system, including running daily reports, updating products and inventory, and troubleshooting basic technical issues.
• Ensure 100% compliance with POS transactions. No unauthorized free drinks/food, remakes, discounts or comps.
• Monitor transactions for accuracy and proper cash/credit billing.
• Assist in closing duties, including cash handling and reconciliation.

Staff Development & Leadership:

• Participate in the recruitment, onboarding, and ongoing training of FOH and bar staff.
• Provide real-time coaching and corrective action as needed to maintain performance standards.
• Support conflict resolution among team members and foster a culture of teamwork and accountability.
• Maintain discipline and enforce the client’s policies while escalating major issues to upper management.

Inventory & Ordering:

• Participate in inventory management, ordering, and stock rotation for both bar and FOH supplies.
• Ensure proper stock levels and minimize waste/variance through daily checks and inventory management.
• Conduct monthly inventory on glassware, cutlery and plateware and advise of purchasing needs.

Scheduling & Roster Management:

• Create and adjust staff rosters to optimize coverage while balancing labor costs.
• Approve shift swaps and monitor attendance and punctuality to maintain a reliable team presence.
• Designate staff assignment based on competency.

Event & Special Promotions Management:

• Assist in planning and executing special events and promoting new items.
• Contribute insights to food and drink specials and service enhancements to elevate guest engagement.

HR Oversight:

• Engage in all HR functions including recruitment, onboarding, training, performance evaluation, employee relations and legal compliance to foster a high-performing team culture aligned with the client Trinidad’s brand standards.

Asset Maintenance and Upkeep:

• Regular review, cleaning, oversight and maintenance of Company assets and physical location with appropriate scheduling and systems to be adhered to.

Key Performance Indicators (KPIs):

Performance will be assessed based on:

1. Guest Satisfaction
2. Service Compliance
3. Shift Leadership
4. Upselling & Sales Contribution
5. POS Management
6. Inventory Control
7. HR Excellence – Maintain 100% compliance with labor laws, ensure all new hires complete onboarding and training, promptly resolve employee concerns, conduct performance reviews and maintain staff files.
8. Roster Efficiency
9. Event Success

Job Qualifications & Requirements:

• Proven experience in a supervisory or management role within a high-volume, upscale casual or fine-dining establishment.
• Diploma or degree in hospitality or related field from an accredited institution.
• Superior knowledge of guest service standards and brand reputation management.
• Extensive knowledge of food, beverage, and cocktail preparation, including proper use of jiggers and adherence to recipes.
• Strong leadership, team building, and conflict-resolution skills.
• Ability to multitask and remain composed under pressure in a fast-paced environment.
• Excellent communication, organizational, and problem-solving abilities.
• Familiarity with POS systems and inventory management processes.
• Knowledge of food safety, liquor laws, and workplace safety standards.
• Professional appearance and adherence to the client Trinidad’s Dress Code Policy.
• Flexible schedule, including nights, weekends, and holidays.

COMPENSATION & BENEFITS:

• Competitive salary, tips, plus performance-based incentives.
• Meal discount while on shift.
• Opportunity for career growth and advancement within the client Trinidad.
• Paid vacation and sick leave as per labor laws of Trinidad & Tobago.
• Uniforms provided.

Work Environment & Physical Requirements:

• Must be able to stand, reach, and bend for extended periods and lift for extended periods.
• Ability to lift and carry up to 50 lbs.
• Comfortable working in a dynamic, high-energy environment with fluctuating volume levels.
• Exposure to varying temperatures and service-related hazards (e.g., broken glass/dishes, spills).

Job Ref: RM