Guest Experience; Floor Manage

Position: Guest Experience (Floor Manage
Revolutionary gourmet hybrid store based in Midrand that combines a high-end deli, supermarket, and artisanal takeaway is looking for a Guest Experience Manager (Floor Manager).

The suitable candidate is responsible for overseeing all day-to-day floor operations while ensuring exceptional customer experience, operational excellence, team performance and store standards across the business.

This role plays a critical leadership function by driving service standards, operational flow, visual presentation, hospitality, customer satisfaction and execution across all departments on shift.

You will serve as the operational leader of the sales floor and the curator of the store experience, ensuring the store consistently delivers a premium, energetic and memorable environment.

The suitable candidate is expected to lead from the floor through visible, hands-on operational leadership. Managers are expected to spend the majority of their time actively overseeing the sales floor, customer experience, operational flow and team performance.

Duties:

Operational Leadership & Floor Management:

Oversee all live day-to-day floor operations to ensure operational efficiency, customer satisfaction and strong service flow.
Maintain a constant and visible presence on the sales floor to proactively manage operations, customer experience, standards and team accountability.
Conduct detailed floor walks at the beginning, middle and end of each shift, with hourly walkthroughs throughout trading periods.
Ensure all departments consistently maintain operational, merchandising and presentation standards.
Lead real-time operational execution during peak trading periods and high-pressure service environments.
Collaborate across all departments to ensure seamless operational flow and customer experience.
Ensure all stock available in the stockroom is represented appropriately on the sales floor.
Identify and resolve operational issues proactively before they negatively impact the customer experience.

Leadership Development & Team Performance:

Lead, motivate and support teams to achieve operational excellence and exceptional customer service standards.
Coach, mentor and develop team members through consistent leadership, guidance and operational support.
Conduct performance discussions and support talent development and succession planning.
Provide training and personalized coaching to address operational or performance gaps.
Address staff concerns, operational challenges and workplace conflict professionally and proactively.
Foster a culture of accountability, urgency, teamwork and operational excellence
Actively identify and develop employees who demonstrate initiative, commitment and leadership potential.
Take pride in building the next generation of leaders
Understand that leadership is measured not only by operational performance, but by the positive impact left on the people being developed.

Guest Experience & Vibe Creation:

Serve as the curator of the guest experience by ensuring the store consistently feels welcoming, energetic, comfortable and aligned with the brand.
Maintain constant awareness of the atmosphere within the store, customer seating areas and surrounding guest spaces.
Ensure appropriate music is always playing
Curate music selections that reflect the brand by favouring familiar favourites, uplifting content that enhances customer experience and encourages guests to stay longer.
Understand that music directly influences customer mood, behaviour and purchasing habits and actively manage music selection accordingly.
Ensure guest seating areas remain inviting, comfortable and operationally ready throughout the day.
Proactively manage environmental comfort
Create memorable moments of hospitality by encouraging thoughtful guest interactions,
Engage with customers through genuine and meaningful conversations while remaining aware of operational priorities and respecting guests' time.
Ensure every guest feels welcomed, valued and connected.
Continuously challenge operational familiarity by viewing the business through the eyes of a first-time guest and identifying opportunities to improve

Customer Experience & Hospitality:

Deliver and uphold…