Guest Experience Manager

SALARY RANGE: $65,000 - $75,000 BOE with the possibility of bonuses based on profitability. Occasions Catering is a leader in premium catering services, specializing in delivering exceptional culinary experiences for a wide range of events. Our commitment to excellence, attention to detail, and passion for customer satisfaction set us apart in the catering industry. POSITION OVERVIEW We are seeking a dynamic and experienced hospitality leader to join our team. The ideal candidate will be a customer-focused professional with a proven track record in managing front-of-house operations for large-scale events. The Guest Experience Manager will play a crucial role in ensuring seamless and memorable experiences for our clients and their guests. This is a full-time salaried role. The schedule during the year varies with a balance of time in the office during the day and working nights at events each week. This position is meant to grow into a director role with increasing levels of duties and performance-based pay. RESPONSIBILITIES Guest Experience Management: Oversee and manage all aspects of front-of-house operations to guarantee exceptional guest experience. Leads hiring, training, and scheduling efforts to ensure high client satisfaction across all events. Review and update SOP documents, training materials as needed to continue to elevate the overall guest experience. Directs the Office Experience Coordinator to act primary scheduler for FOH and BOH event staff. Manages a team of 3-4 Guest Experience Supervisors, 20 Captains and a total event staff of 160+ Implement and maintain high service standards, ensuring that all staff members are trained and equipped to meet and exceed client expectations. Event Coordination including acting as an Event Supervisor or Captain as needed at high profile signature events Collaborate with the sales and event production teams to understand client expectations and specific event requirements. Coordinate and execute detailed plans for each event, including setup, service, and breakdown. Recruit, train, schedule and lead a team of service staff and bartenders. Foster a positive and collaborative work environment, promoting teamwork and accountability and mutual respect. Quality Assurance: Onsite at events 2-3 nights a week to ensure an elevated guest experience. Address and resolve any issues or concerns promptly to build a culture of excellence. Venue Communication Act as the operations point of contact for venues post event follow up, ensuring their needs and requests are addressed promptly in coordination with the Director of Sales and Marketing. Gather venue feedback and use it to continuously improve our services and interactions with our venue partners. Logistics and Operations: Work closely with the Warehouse Manager and the Executive Chef to coordinate logistics, including equipment setup, breakdown, and transportation. Ensure all front-of-house areas are organized and well-maintained. Other Duties Frequently walking and standing for extended periods of time, possibly extended distances; ability to bend and climb stairs when necessary. Frequently lift/carry up to 25 lbs. Occasionally lift/carry up to 50 lbs. QUALIFICATIONS AND EXPERIENCE Proven experience in front-of-house management within the catering or hospitality industry. Strong organizational and multitasking skills with attention to detail. Excellent interpersonal and communication skills. Ability to lead and motivate a diverse team in a fast-paced environment. Knowledge of food and beverage operations and industry trends. Flexibility to work evenings, weekends, and holidays as needed. Bi-lingual in English and Spanish preferred. EQUAL EMPLOYMENT OPPORTUNITY Occasions cares about merit, experience, and other job-related criteria. We recruit, hire, and manage without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity or expression, citizenship, pregnancy or veteran status.

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