Customer Experience Manager - Leicester

Haute Dolci Leicester is an upscale and luxurious fine dining restaurant that offers an exquisite dining experience, blending culinary excellence with exceptional service. Our commitment to providing a unique and memorable experience sets us apart, making Haute Dolci Leicester a sought-after destination for connoisseurs of fine dining.

Position Overview: Customer Experience Manager

We are seeking a dedicated and experienced Customer Experience Manager to join our team at Haute Dolci Leicester. The ideal candidate will have a strong background in fine dining and possess excellent leadership and interpersonal skills to ensure our guests receive unparalleled service.

Key Responsibilities:

• Guest Satisfaction: Ensure a consistently high level of customer satisfaction by overseeing the entire dining experience, from reservation to departure.
• Floor Management: Lead and inspire a team of FOH staff to efficiently and effectively manage the floor as per the business needs to maintain the highest standards of service during peak hours.
• Fine Dining Expertise: Utilize your extensive knowledge of fine dining etiquette, service standards, and menu details to enhance the overall guest experience.
• Reservation Management: Efficiently manage reservation systems, ensuring optimal table turnover and guest satisfaction.
• Problem Resolution: Address and resolve customer concerns or issues promptly, ensuring a positive resolution and maintaining the restaurant's reputation.
• Quality Control: Monitor and uphold the quality of food, beverage, and service, ensuring consistency with the restaurant's standards.
• Collaboration: Work closely with kitchen and front-of-house staff to ensure seamless communication and coordination for a flawless dining experience.
• Training and Development: Implement ongoing training programs to enhance the skills and knowledge of the service team, ensuring continuous improvement.
• Feedback Analysis: Collect and analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall dining experience.
• Budget Management: Assist in the management of budgetary targets related to customer service, including labor costs and operational expenses.

Qualifications and Requirements:

• Minimum of 1 year of experience in a similar role within the fine dining or upscale hospitality industry.
• Strong understanding of fine dining service standards, etiquette, and customer expectations.
• Proven floor management skills with the ability to inspire and motivate a team.
• Good communication and interpersonal skills.
• Good problem-solving and conflict resolution abilities.
• Proficient in reservation management systems and basic computer skills.
• Flexibility to work evenings, weekends, and holidays as required.
• A passion for delivering exceptional customer experiences.

Additional pay:

• Performance bonus
• Tips

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Store discount

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Application question(s):

• Are you able to provide two referees to verify your experience?
• Are you authorised to work for more than 20 hours per week and not on a student visa?

Experience:

• floor management: 1 year (required)
• fine dining: 1 year (required)

Licence/Certification:

• food safety certification (preferred)

Work authorisation:

• United Kingdom (required)

Location:

• Leicester (required)

Reference ID: HDW - CSE001