Job Description

Job Title:

Guest Experience Manager 'GEM'

Location:

Atlanta

Reporting To

Deputy General Manager

Position Overview

Crafting Exceptional, Personalised Dining Experiences

The role of the GEM is to ensure that every guest who visits F1 Aracde has a truly exceptional, personalised and unforgettable hospitality experience. This unique position exemplifies our dedication to hospitality and attention to detail, setting a new standard in the competitive socialising industry.

Creating Memorable Moments

The primary responsibility of the GEM is to go above and beyond in crafting personalised, magical moments for our guests. This involves tailoring surprises based on preferences, special occasions, or unique stories shared by the guests. For example, if a guest mentions an anniversary or a significant milestone, the GEM orchestrates a surprise that celebrates that moment in a truly unique way, this could be a custom dessert, a special message, a glass of fizz or other appropriate gesture.

Guest Interaction

Engaging with guests in a thoughtful and genuine manner is another crucial aspect of the GEM's role. This involves learning about the guest's needs, interests and reasons for visiting F1 Arcade. Through meaningful interactions, the GEM gathers valuable information that is used to enhance the guest's overall experience. This personalised approach creates a deeper connection between the guests and the brand, making each visit truly memorable.

Anticipating Needs & Personalisation

The GEM works diligently behind the scenes to anticipate guest needs before they arise, ensuring that their F1 Arcade experience feels effortless and seamless and with an added touch of personalisation. This proactive approach involves close collaboration with the rest of the venue team to ensure that every detail is meticulously planned and executed. If we have previous knowledge of the guest's preferences these are factored into the experience by the GEM this could be, preferred menu items, area within the venue or dietary requirements.

Key Areas of Responsibility

Ensuring Exceptional Service & Operational Excellence: Deliver outstanding service by planning seamless guest journeys, implementing and refining service standards, engaging proactively with guests, handling feedback professionally, and leading a well-trained, motivated team aligned with service excellence.
Operational Management: Oversee guest-facing teams, conduct regular meetings, monitor feedback through surveys and online reviews, identify trends, implement improvements, collaborate across departments, and develop solutions to address recurring service gaps.
Guest Engagement & Communication: Foster strong guest relationships to encourage loyalty, coordinate VIP experiences and personalized services, and act as the main point of contact to ensure all guest needs are met.
Data & Reporting: Track and analyze guest satisfaction metrics, compile reports with key insights and improvement strategies, and implement initiatives to enhance Net Promoter Scores (NPS) and overall guest satisfaction

Skills Required

Strong interpersonal and communication skills: The ability to interact professionally and effectively with guests, team members, and stakeholders is critical. Excellent communication skills help in building rapport, resolving conflicts, and fostering a positive environment.
Leadership and motivational skills: Leading and inspiring a team requires strong leadership abilities. The manager should be capable of motivating staff, fostering collaboration, and driving a shared commitment to exceptional service.
Analytical and problem-solving skills: Analysing guest feedback and operational data to identify improvement opportunities is essential. The manager should be adept at problem-solving and implementing effective solutions to enhance guest satisfaction.
Attention to detail: Ensuring that every aspect of the guest experience is meticulously planned and executed is crucial. The manager should have a keen eye for detail to maintain high standards of service and hospitality.
Adaptability and flexibility: The hospitality industry is dynamic, and the manager must be adaptable to changing circumstances and guest needs. Flexibility in approach and a willingness to innovate are key to success in this role.
Ability to consistently demonstrate F1 Arcade Core Values:

Pursuit of Excellence

Positive Energy

Integrity

Team Spirit

Basic Physical Requirements

When working at an F1 Arcade venue, Team Members must be able to perform the duties of that venue. The team member will frequently sit for short periods of time, talk via Cloud Based video conferencing and the phone often, and hear and manipulate objects constantly.

Additional requirements will include lifting up to 10 (ten) pounds constantly and up to 50 (fifty) pounds as required. Lifting from floor to shoulder constantly and overhead infrequently. Twisting and reaching frequently. Grasping objects to move or manipulate constantly. Working in hot then cold environments for extended periods of time. May inadvertently bump into team members in a relatively small work area. Will stand and walk for extended periods of time. FREQUENT hand washing and sanitation is required. Ability to use knives, slicing equipment, and other food preparation equipment. Team Member must be able to communicate with Guests and other Team Members and manipulate handheld and desktop devices.

F1 Arcade is an equal opportunity employer. All applicants will be considered for employment without attention to race color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Guest Experience Manager - Atlanta