Senior Manager, Guest Experience & Event Services

Description

The Senior Manager leads front-of-house (FOH) service across all event types, from casual gatherings to high-end weddings. This role assumes ownership of guest experience post-sale, including service design, client communication, team alignment, and on-site leadership. Works closely with culinary leadership to ensure consistent service, appearance, and professionalism.

Key Responsibilities

Service Standards & Experience Design

• Develop and enforce FOH service and presentation standards.
• Define service flow, table protocols, and guest interaction expectations.
• Standardize catering tools, uniforms, and smallwares.
  
  

Client & Event Execution

• Serve as primary client contact after sales handoff.
• Translate client vision into executable service plans.
• Build, manage, and maintain Banquet Event Orders (BEOs).
  
  

FOH Leadership & Field Execution

• Lead FOH managers, servers, bartenders, and support staff.
• Ensure service aligns with timelines and company standards.
• Resolve on-site issues and maintain guest satisfaction.
  
  

Training & Team Development

• Deliver FOH training programs and build leadership pipeline.
• Promote accountability, pride, and attention to detail across the team.
  
  

Operational Alignment

• Collaborate with culinary, logistics, and operations teams.
• Ensure compliance with safety, alcohol service, and venue standards.
• Participate in post-event reviews and continuous improvement.
  
  

Requirements

Qualifications

• 5 years in catering, events, or hospitality leadership.
• Proven ability to execute service standards and complex events.
• Strong organizational, communication, and client-facing skills.
• Ability to travel and work flexible hours; physical ability to lift up to 50 lbs.
  
  

Preferred Certifications

• ServSafe or equivalent
• Alcohol service certification (TABC or equivalent)
• Valid driver’s license