Guest Experience Representative

Soul Mama is where incredible live music meets vibrant Caribbean-inspired food and unforgettable hospitality.

As a Guest Experience Representative, you will be the first point of contact for our guests, managing the full journey from initial enquiry through to in-venue experience.

This is a hybrid role combining hostess, receptionist and administrative responsibilities, supporting both guest-facing operations and senior management.

You will play a key role in ensuring reservations are managed efficiently, guest communications are handled professionally, and the overall guest experience reflects the energy and standards of Soul Mama.

This is a fast-paced, high-impact role suited to someone who is organised, confident and passionate about hospitality and live events.

Duties

Key Responsibilities

• Guest Experience & Hosting
• Act as the first point of contact for all guests entering the venue.
• Deliver a warm, professional and engaging welcome at all times.
• Manage reservations, walk-ins and seating flow efficiently.
• Support queue management and guest expectations during busy periods and live events.
• Ensure all guests are informed of live shows, timings and venue offerings.
• Maintain a clean, organised and presentable reception/host area.
• Reservations & Guest Communications
• Respond to guest enquiries via email, phone and online platforms in a timely and professional manner.
• Ensure deposits, ticketing and booking terms are clearly communicated.
• Maintain accurate guest notes, preferences and booking details.
• Coordinate large bookings, pre-orders and special requests across departments.
• Administrative Support
• Provide administrative support to the General Manager, Chief of Staff and senior team.
• Maintain booking records, event sheets, guest lists and operational documentation.
• Assist with reporting including covers, booking trends and guest feedback.
• Assist with guest database and CRM management where applicable.
• Event & Service Coordination
• Support the coordination of live events and private hires.
• Assist with guest lists, seating plans and pre-event organisation.
• Liaise with floor, bar, kitchen and events teams to ensure smooth service delivery.
• Support VIP and artist-related guest coordination where required.
• Monitor guest feedback and online reviews.
• Escalate complaints appropriately and support resolution.
• Identify trends and provide feedback to management.
• Contribute to continuous improvement of the guest experience.
• Operational Support
• Support floor operations during busy periods where required.
• Assist with light hosting, running or coordination tasks.
• Ensure the venue is always show-ready in terms of presentation and atmosphere.

Skills & Experience

• Previous experience in hospitality, reception, reservations or administrative role.
• Confident managing guest interactions in a fast-paced environment.
• Strong organisational and administrative skills.
• Excellent verbal and written communication.
• Experience using booking systems (Open Table, ticketing platforms or similar) preferred.
• Proficient in email, spreadsheets and basic reporting tools.
• Experience in live music, events or cultural venues desirable but not essential.
• Core Competencies
• Exceptional customer service and guest engagement.
• Strong organisational and time management skills.
• Attention to detail and accuracy.
• Ability to multitask and prioritise effectively.
• Problem-solving and conflict resolution.
• Commercial awareness and upselling ability.
• Team collaboration and cross-department communication.
• Calm and composed under pressure.
• Positive attitude and adaptability.
• Experience working in a live music venue, theatre bar, or cultural space.
• Confidence engaging with performers, sound engineers, and creatives.
• Additional information

Why Join Soul Mama?

You’ll be joining one of London’s most exciting cultural venues, a bold fusion of music, food, and community.

We’re growing fast, with future sites in Westfield and Newcastle, and there are huge opportunities to grow with us.

At Soul Mama, we don’t just serve food and music, we serve moments.

If you’ve got the energy, creativity and ambition to help build a venue that’s full of heart, rhythm and soul, we’d love to hear from you.

How to apply

To apply for this vacancy, please provide an updated copy of your CV along with a cover letter explaining how you fit the criteria and what interests you about the role.

• Documents
• No documents available

Interested in this vacancy?

You can apply for it online by clicking the apply button below.

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