Guest Experience Manager
The White Lion, Hankelow (between Audlem and Nantwich)
An experienced hospitality professional looking for a long-term home
We're looking for an accomplished Guest Experience Manager to join The White Lion. You'll bring real depth of front-of-house experience and want a role where you can make a lasting contribution.
The White Lion is a unique independent luxury pub that is central to it's local community but also a destination for those looking for a unique menu or a wedding/event venue. With Friday socials for drinks and pop up pizza, Saturdays for exclusive weddings and parties and Sundays full of locals and regulars for our twist on the traditional roast! Every day is different and that's how we like it.
This position would suit someone with a strong track record of leading teams in quality hospitality, perhaps as a Supervisor, Duty Manager or Front of House Manager. You'll know what excellent service looks like and how to deliver it consistently. Above all, you'll be looking for somewhere to settle, invest your experience and grow alongside the business.
Reporting to the Assistant Manager, with a dotted line to our Operations Director, you'll work closely with the senior team and have a genuine voice in how The White Lion develops. We value commitment, and we like to see our people grow with us.
The role
At its heart, this is a leadership role built on people and standards.
You'll be the steady, visible figure guests and colleagues look to for inspiration and leadership. You'll set the tone for service, build lasting relationships with our regulars and the local community, and lead a front-of-house team that takes pride in its work. Alongside the guest experience, you'll play an important part in the smooth running of the wider business.
Your responsibilities will include:
Leading shifts and setting the standard for service
Owning the guest journey, from first enquiry to farewell
Coaching, supporting and developing the FOH team
Building strong, long-standing relationships with regular guests, local businesses and the community
Handling guest feedback with confidence and good judgement, and turning issues into loyalty
Overseeing reservations, enquiries and special requests
Helping plan and deliver weddings, private parties and events
Taking responsibility for opening and closing the venue
Working in partnership with the kitchen to create a joined-up operation
Supporting the Assistant Manager with rotas, stock and day-to-day operations
Contributing ideas to the Operations Director on how we can keep raising the bar
Who we're looking for
You'll have a substantial background in busy, quality hospitality. You'll be someone others naturally trust to lead.
We'd love to meet someone who has:
Significant front-of-house experience, including time leading shifts at supervisory or management level
Confidence and composure leading a team through busy service
High personal standards and a genuine passion for great hospitality
Excellent communication skills with guests and colleagues
The judgement to make sound decisions independently
Experience of coaching and developing others
An organised, dependable and hands-on approach
A commitment to building their career with one business over the long term
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Guest Experience/Front of House Manager in Crewe employer: The White Lion
The White Lion, as part of Vintage Inns, is an exceptional employer that prioritises a warm and inviting work culture, where team members are encouraged to grow and develop their skills. With generous employee discounts, a robust pension plan, and 28 days of paid holiday, we ensure our staff feel valued while they contribute to creating memorable guest experiences in a supportive environment.
