At a Glance
- Tasks: Be the face of Soul Mama, ensuring guests have an unforgettable experience from start to finish.
- Company: Join a vibrant venue blending live music, Caribbean food, and exceptional hospitality.
- Benefits: Exciting growth opportunities, dynamic work environment, and a chance to be part of something special.
- Other info: Join a fast-growing team with future sites and endless possibilities for career advancement.
- Why this job: If you love music and hospitality, this is your chance to shine in a lively setting.
- Qualifications: Experience in hospitality or admin roles, with strong communication and organisational skills.
The predicted salary is between 25000 - 30000 £ per year.
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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Guest Experience Representative in London employer: Islington Working
St George’s is an exceptional employer, offering a vibrant work culture that prioritises inclusive education and professional development. As a tutor in Tooting, you will not only engage with enthusiastic first-year medical students but also benefit from a sector-leading salary and comprehensive training opportunities, ensuring your growth within the educational field.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Representative in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Islington Working. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Islington Working
Don't be shy about reaching out to Islington Working directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience Representative in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Islington Working and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Islington Working
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
