Guest Experience Manager

GUEST EXPERIENCE MANAGER

In your role as the Guest Experience Manager at MANDY'S, you serve as the living embodiment of the brand's ethos, radiating positive energy, curating the VIP guest experience, and upholding the core values that define MANDY'S. Your direct reporting line to the General Manager positions you as the leader in ensuring that all front-of-house operations operate seamlessly to provide guests with unforgettable experiences. Your responsibilities extend far beyond supervision; you are tasked with cultivating a welcoming and inclusive environment, nurturing a team of front-of-house staff, and implementing MANDY'S VIP Experience Standards at every touchpoint. Your mandate is to lead the team to reach sales targets in collaboration with the General Manager. Through your leadership, you instill a commitment to excellence and a dedication to exceeding guest expectations in every interaction, inspiring a culture of hospitality that defines MANDY'S as a destination where genuine care and personalized service are at the forefront, creating lasting impressions and loyal guests.

**A DAY IN THE LIFE**

**SALES & PERFORMANCE STRATEGY**
- Own and champion front-of-house sales performance, with a strong focus on increasing Average Order Value (AOV) through effective upselling, suggestive selling, and personalized guest recommendations.
- Partner with the General Manager to set and exceed weekly sales targets, using sales data and trends to identify growth opportunities and implement impactful strategies.
- Lead daily team rallies and pre-shift briefs that highlight sales goals, menu features, and upselling priorities.
- Analyze POS reports and shift-level sales performance to identify high performers, areas of opportunity, and coachable moments that directly influence revenue.
- Roll out location-specific sales initiatives that energize the team and drive results, including promotions, contests, and incentives linked to AOV, new items, and guest feedback, google reviews.
- Ensure your FOH team possesses excellent menu & recipe knowledge, alignment to support flawless execution of new product launches, menu launches, campaigns, and limited-time offers that support sales growth.

**COACHING & DEVELOPMENT**
- Develop the front-of-house team into confident sales ambassadors through consistent coaching on menu knowledge, flavor pairings, and upselling techniques that directly impact AOV and guest satisfaction.Conduct real-time floor coaching and shadowing to correct habits, reinforce selling behaviors, and celebrate wins that contribute to location sales goals.
- Facilitate dynamic training sessions and refreshers that align with current sales strategies, new product offerings, and guest experience standards.
- Identify and nurture high performers by providing growth opportunities, mentorship, and clear development pathways tied to performance and impact.
- Set clear expectations for service excellence and sales contribution, providing honest, timely feedback and holding team members accountable for results.
- Partner with the GM to deliver performance reviews that reflect not just service standards but tangible contributions to the location’s financial performance.

**ART OF SERVICE**
- Master and promote the Art of Service to create memorable and exceptional guest experiences.
- Develop and implement service standards that emphasize warmth, charm, and personalized interactions.

**UNIQUE SERVICE DELIVERY**
- Innovate and implement unique service initiatives that differentiate us from the competition.
- Continuously seek opportunities to surprise and delight guests, creating memorable moments.

**FRONT OF HOUSE DESIGN & VISUAL PRESENTATION**
- Collaborate with the Visual & Design team to translate their merchandising strategies into actionable plans for the dining area.
- Monitor and ensure the consistent implementation of visual standards for table settings, decor, and presentation across all shifts and dining periods.
- Conduct regular inspections and provide feedback to team members to ensure strict compliance with merchandising guidelines and maintain our reputation for providing sensational spaces.
- Train and educate restaurant staff on visual merchandising principles and standards to uphold a cohesive and attractive dining experience.
- Continuously evaluate and update merchandising techniques and displays, as per company guidelines, to enhance guest experience and support overall restaurant ambiance.

EMPLOYEE MANAGEMENT
- Train and coach charmers on the sales floor to ensure they embody our service standards and delight our guests.
- Conduct regular feedback sessions and workshops to enhance charmers' skills and knowledge.
- Embody MANDY'S brand, culture, and values serving as a role model for the team
- Foster a professional, inclusive, and feedback-driven work environment
- Lead with positivity, empathy, and a commitment to excellence while inspiring others to do the same
- Ensure all front-of-h