Experience Manager, Smith

The Experience Manageris responsible for overseeing and enhancing the overall guest experience. Your primary objective will be to ensure that every guest interaction reflects our commitment to exceptional hospitality and fosters a positive and memorable dining experience. You will work closely with the management team and staff to uphold our standards of service excellence while identifying opportunities for improvement and innovation.

The Experience Manager will be obligated to work the high-volume shifts, and holidays as well as be present on the floor for the entirety of each shift, spending most of the time at the host stand greeting our guests and building a strong team of hospitable leaders at the door.

Commitment, enthusiasm, integrity, humility, and grace under pressure are required.

Ideal Skills and Attributes

· Proven experience in hospitality management or related field.

· Proven track record of delivering exceptional guest experiences and driving customer. Satisfaction.

· Strong leadership skills with the ability to motivate and inspire a diverse team.

· Detail-oriented with a focus on delivering consistent quality and exceeding guest expectations.

· Excellent communication and collaboration skills.

· Professional and complete communication, highly encouraged through email, or Teams, not through text.

· Social Awareness, always understanding what is appropriate and not appropriate at work.

· Time management: able to be present, and thoroughly complete tasks in a well-designed and organized timeline.

Accountabilities Include

Lead by example by embodying our commitment to outstanding hospitality and fostering a culture of excellence among staff.

Conduct regular training sessions for front of house staff on service standards, hospitality best practices, product, and brand knowledge.

Develop and implement strategies to enhance the guest experience and improve service.

Maintain the integrity and impeccability of everything in and outside of the space, including staff appearance.

Monitor guest feedback and reviews across various platforms, responding promptly and effectively to address concerns and capitalize on positive feedback.

Establish and maintain relationships with regular guests, VIPs, and local businesses to foster a sense of community and loyalty.

Manage guest relations during peak dining hours, resolving any issues or conflicts that may arise with professionalism and efficiency.

Collaborate with the culinary team to ensure seamless coordination between front of house and back of house operations, optimizing guest satisfaction.

Work closely with the brand and marketing team to develop promotional campaigns and initiatives that drive guest engagement and loyalty.

Stay up to date on industry trends, emerging technologies, and best practices in design and creative marketing, and apply relevant insights to drive innovation and differentiation.

Obligated to be an expert in tock, using it to our advantage to sit as many guests as possible, push our events, experiences, accurate information and track special note and visits to make each guest feel special.

Track and analyze projects and goals that are being worked on and accomplished.

Establish metrics to track the progress and success of programming,

Maintain comprehensive and organized information on each project for Smith’s records.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 4 years (Preferred)

Work Location: In person