Guest Experience Manager - Boston

Guest Experience Manager 'GEM'

Job Title: Guest Experience Manager 'GEM'

Location: Boston

Reporting to: Deputy General Manager

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.

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.

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.

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.

• 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.

• 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…