Guest experience manager

Location: Hot N Juicy Shrimp LDN, West Dulwich.

Reports To: Operations Manager.

Employment Type: Full Time.

Working Pattern: Afternoon and Evening Shifts including Weekends.

About the Role

At Hot N Juicy Shrimp LDN, we believe our guests should leave with more than just a great meal. They should leave having had an experience they want to talk about and return to again and again. We are seeking an experienced and passionate Guest Experience Manager to lead our Front of House operation and champion exceptional hospitality standards throughout the restaurant. This is a hands‑on leadership role for someone who understands that guest experience goes beyond service and is about creating memorable moments, anticipating needs and building genuine relationships with guests.

Working Hours

Afternoon and evening shifts are required. Weekend working is essential. The successful candidate will be expected to work most weekends due to the nature of the business. To support work‑life balance, you will receive one weekend day off each month, subject to business requirements and agreed in advance.

Essential Experience

• Previous experience within hospitality management.
• Strong guest experience or customer experience background.
• Experience leading and developing Front of House teams.
• Experience dealing with guest complaints and service recovery.
• Excellent communication and interpersonal skills.
• A strong understanding of premium hospitality standards.
• Confidence working in a fast‑paced restaurant environment.

Hospitality Experience Required

• Greeting every guest warmly and creating a welcoming atmosphere.
• Anticipating guest needs before they ask.
• Understanding special occasions and making them memorable.
• Building rapport with returning guests.
• Creating a seamless dining journey from arrival to departure.
• Leading by example and inspiring the team to deliver exceptional service every day.

Key Responsibilities

• Lead the guest journey and ensure every guest receives outstanding service.
• Handle guest concerns professionally and effectively.
• Monitor guest feedback, reviews and implement improvements.
• Create memorable experiences that encourage repeat visits.
• Drive service standards across the restaurant.

• Lead, coach and motivate the Front of House team.
• Conduct training and regular performance conversations.
• Manage staff attendance, punctuality and standards.
• Ensure company policies and procedures are followed.
• Foster a positive and professional team culture.

• Oversee daily Front of House operations.
• Manage reservations and table management systems.
• Work closely with kitchen and bar teams to ensure smooth service.
• Ensure restaurant presentation standards are maintained at all times.
• Support rota planning and labour management where required.

What Success Looks Like

• Guests consistently receive exceptional service.
• Positive online reviews and guest feedback increase.
• Strong staff morale and low turnover.
• Smooth and efficient service periods.
• High standards are maintained every day.
• Guests leave saying, 'That was an experience, not just a meal.'

Why Join Us

Hot N Juicy Shrimp LDN is entering an exciting new chapter, focusing on elevated, adult‑centred dining experiences, memorable hospitality and continued growth. This is an opportunity to help shape the future of our guest experience and become a key part of our leadership team. If you are passionate about hospitality and believe every guest deserves an unforgettable experience, we would love to hear from you.

Experience Details

• Experience: Required
• Languages: English – Advanced
• Employment: Part‑time
• Schedule: Wednesday – Sunday
• Salary: £14 hourly
• Benefits: generous service charge
• Starting time: Immediate start!

About Hot N Juicy Shrimp LDN

Hot N Juicy Shrimp LDN is a vibrant and renowned seafood restaurant located in the heart of London. We take pride in serving delicious shrimp dishes and providing a memorable dining experience to our valued customers.