Guest Experience Manager

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

Our client, a premium hospitality and dining establishment in Trinidad & Tobago, is seeking an experienced and energetic Guest Experience Manager (GEM) to lead front-of-house operations and elevate the overall guest experience.

This role is ideal for a hospitality professional who thrives in a fast-paced environment, leads by example, and is passionate about exceptional service, team leadership, and operational excellence.

About the Role

The Guest Experience Manager plays a key leadership role in overseeing daily restaurant and bar operations while ensuring an outstanding customer experience. The successful candidate will supervise service teams, support operational efficiency, maintain brand standards, and actively engage with guests to ensure satisfaction at all levels.

This is a hands-on leadership role requiring strong hospitality knowledge, people management skills, and the ability to seamlessly transition between operational oversight and direct guest interaction.

Key Responsibilities

Guest Experience & Service Excellence

• Deliver and maintain exceptional guest experiences
• Resolve customer concerns professionally and efficiently
• Maintain ambiance, cleanliness, and service standards
• Coach staff on hospitality, upselling, and guest engagement
• Enforce professional appearance and service standards

Operations & Shift Leadership

• Lead front-of-house and bar operations during shifts
• Ensure seamless coordination between service, bar, and kitchen teams
• Conduct pre-shift meetings and communicate daily goals
• Monitor service quality, staffing needs, and safety compliance
• Step into operational support roles when required

POS & Financial Oversight

• Operate and manage POS systems effectively
• Monitor transaction accuracy and cash handling procedures
• Assist with reports, inventory updates, and closing procedures
• Ensure compliance with company policies regarding discounts, comps, and remakes

Staff Leadership & Development

• Assist with recruitment, onboarding, and training
• Provide coaching, performance feedback, and corrective guidance
• Promote teamwork, accountability, and positive workplace culture
• Support conflict resolution and employee engagement

Inventory & Scheduling

• Assist with inventory control and stock management
• Monitor stock levels and minimize wastage
• Support roster preparation and shift scheduling
• Assign staff based on operational needs and competencies

Events & Promotions

• Support the execution of events and special promotions
• Assist in driving guest engagement and sales initiatives

Qualifications & Experience

• Proven supervisory or management experience within hospitality, restaurant, lounge, or bar environments
• Diploma or Degree in Hospitality Management or related field preferred
• Strong knowledge of food & beverage service operations
• Excellent leadership, communication, and organizational skills
• Experience with POS systems and inventory management
• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong problem-solving skills and ability to work under pressure

What’s Offered

• Competitive salary plus tips and performance incentives
• Career growth and advancement opportunities
• Staff meal discounts while on shift
• Paid vacation and sick leave in accordance with Trinidad & Tobago labour laws
• Uniforms provided

Job Ref: RM