Guest Experience Manager

GUEST EXPERIENCE LEAD

Who We Are

Dùndú is an independent fast-casual Nigerian restaurant in Midtown Manhattan, minutes from Grand Central. We serve authentic Nigerian food with a focus on bold flavors, quality ingredients, warm hospitality, and consistently high standards.

We are an ambitious, growing company with strong systems, a commitment to excellence, and a belief that great restaurants are built by great people. We value integrity, consistency, respect, ownership, continuous improvement, and people who take pride in their craft.

Our mantra is simple:

EVERY ORDER. EVERY GUEST. EVERY DAY.

The Guest Experience Lead is responsible for making sure our front-of-house team delivers on that promise consistently.

What You’ll Do

• Own the guest experience. Ensure Dùndú's standards for service, hospitality, food presentation, portioning, packaging, cleanliness and order accuracy are consistently followed.
• Lead and develop the FOH team. Train team members thoroughly before they serve guests, coach in real time, give clear and respectful feedback, and follow through to ensure standards are maintained.
• Lead by example. This is a hands-on role. You will work alongside the team, step in where needed and set the standard through how you work.
• Know Dùndú inside and out. Develop deep knowledge of our menu, ingredients, allergens, dietary information, POS, payments, refund policies and guest-facing procedures so the team can rely on you as a resource.
• Lead fast, accurate service. Keep service moving efficiently without sacrificing hospitality, accuracy, food quality or presentation.
• Oversee online and catering order fulfillment. Ensure accurate portioning, plating, packaging and labeling, and that established fulfillment processes are followed.
• Maintain an immaculate FOH. Keep the dining room, pickup area, service stations, storage areas, equipment and all guest-visible spaces exceptionally clean, organized, stocked and ready for service. Work with BOH to maintain the same standard in guest-visible kitchen areas.
• Keep the operation organized. Oversee FOH inventory and par levels, including beverages and paper goods, and ensure storage, labeling, restocking and ordering are handled properly.
• Protect our food-safety standards. Ensure FOH practices consistently meet or exceed NYC Department of Health requirements.
• Solve problems and improve the operation. Don't simply point out what isn't working. Think ahead, take ownership and help find better ways to get things done.

Who You Are

• Hospitality comes naturally to you. You genuinely enjoy serving people and understand how small details shape a guest's experience.
• You have high standards and notice details. You care about cleanliness, presentation, accuracy and consistency—even during a rush.
• You take ownership. When something needs attention, your instinct is to handle it, not wait for someone else to notice.
• You are organized and think ahead. You can anticipate what the team will need, maintain order and stay composed in a fast-paced environment.
• You are a clear, respectful leader. You can set expectations, coach people, correct problems and follow up without speaking down to anyone.
• You are coachable and committed to improving. You receive feedback well, keep learning and don't assume you already have all the answers.
• You are dependable and follow through. If you say something will be handled, it gets handled.
• You are a problem-solver. You think quickly when necessary, but you also look beyond today's fix when a problem keeps happening.
• You bring a positive, can-do attitude. You work hard, lead by example and contribute to a collaborative team environment.

Experience & Requirements

• At least 3 years of experience coaching, training or developing a guest-facing restaurant team.
• Previous FOH supervisory experience in a fast-paced restaurant environment.
• NYC Food Handler’s License.
• Experience fulfilling high-volume online orders.
• Toast POS experience is a plus.
• Strong verbal communication and organizational skills.

Schedule

• Monday–Friday
• Weekends off
• Holidays off

Physical Requirements

• A ble to s tand and/or walk for an entire shift
• Ability to lift up to 40Lbs
• Must be able to maintain close to constant communication with multiple individuals.
• Must be able to work in a constant state of alertness and safe manner
• Must be able to bend and reach overhead often.
• Must possess dexterity to handle tools and equipment ranging from small to large.

Join Dùndú

This is a strong opportunity for someone who takes hospitality seriously, enjoys leading people, and gets satisfaction from making every step of the guest’s experience exceptional.

If you care about the details, take ownership of your work, welcome feedback, and believe EVERY ORDER, EVERY GUEST, EVERY DAY matters, we'd like to meet you.

Dùndú is an equal opportunity employer.

“The best way to predict the future is to create it.” — Peter Drucker