Guest Experience Internship

At Mama Shelter, every guest should feel like they're arriving at a friend's home. Our Door Host & Guest Experience Executive is the first and last impression of our restaurants and bars, creating a warm, energetic and memorable welcome while ensuring every guest enjoys an exceptional dining experience.

Job Summary

The Door Host & Guest Experience Executive is responsible for welcoming guests, managing reservations and seating, coordinating guest flow, and delivering outstanding guest experiences throughout their visit. This role works closely with the restaurant, rooftop bar, reservations and events teams to maximise guest satisfaction and optimise table utilisation.

Job Description

Key Responsibilities

Guest Welcome & Reception

• Welcome every guest warmly and professionally.
• ****** guests to their tables and introduce the restaurant or venue.
• Manage waiting lists and accurately communicate estimated waiting times.
• Thank guests upon departure and invite them to return.
• Maintain a professional appearance and positive attitude at all times.

Reservations & Seating Management

• Manage reservations using the hotel's reservation platform.
• Optimise table allocation to maximise occupancy and revenue.
• Coordinate walk-in guests and reservation arrivals efficiently.
• Monitor table status and communicate closely with service teams.
• Handle reservation enquiries via phone, Whats App, email and online booking platforms.

Guest Experience

• Anticipate guest needs and personalise interactions whenever possible.
• Celebrate birthdays, anniversaries and special occasions with the team.
• Resolve guest concerns promptly and professionally, escalating issues where appropriate.
• Collect guest feedback and communicate improvement opportunities to management.
• Build relationships with returning guests and recognise VIPs.

Communication & Coordination

• Liaise closely with kitchen, bar and service teams to ensure smooth operations.
• Coordinate with the Events team for private functions and special occasions.
• Support Marketing by assisting with guest engagement during promotional events.
• Ensure smooth guest flow during peak service periods.

Sales & Upselling

• Promote daily specials, events and rooftop experiences.
• Encourage guests to explore other hotel facilities and dining concepts.
• Support promotional campaigns and seasonal activations.
• Contribute to increasing guest spending through personalised recommendations.

Operational Excellence

• Ensure the entrance, reception and waiting areas remain clean, organised and inviting.
• Monitor menus, promotional materials and signage to ensure they are current and presentable.
• Maintain accurate reservation records and guest preferences.
• Comply with company policies, hygiene standards and workplace safety procedures.

What We Offer

• Opportunity to work with an internationally recognised lifestyle hospitality brand.
• Dynamic and energetic working environment.
• Training and career development opportunities.
• Exposure to premium dining, rooftop events and lifestyle programming.
• Staff benefits and employee discounts.
• Opportunities for internal progression within the Accor and Mama Shelter Network.