What are the responsibilities and job description for the Guest Experience Specialist position at Casa Bonita Denver?
Casa Bonita Overview
For 50 years, Casa Bonita has been synonymous with families, fanfare and fun. Restored to its former glory in 2023, Casa transport guests back to a childlike oasis that is both magical and mysterious, with an unforgettable dining and entertainment experience that includes live music, shows, games and memories that will last a lifetime. Our team members have a shared passion for being a part of the Casa legacy and are eager to work together to define this exciting new chapter in our history.
Compensation Range:
$65,000 and $80,000 per year
Why Join Our Team:
- Great earnings potential
- Affordable Medical Insurance: Only $30 per pay period
- Employer-sponsored Dental and Vision Coverage
- Paid vacation and sick time
- Exclusive Employee Discounts at our Mercado store
- Career growth opportunities
- Complimentary Employee Family Meal
What You'll Do:
Casa Bonita is seeking a proactive and strategic Guest Experience Specialist to lead the planning and execution of group events and guest activations. Reporting into the Director of Guest Experience, this role owns key aspects of the guest experience journey, including developing new protocols, using guest feedback to drive improvements, and collaborating cross-functionally to elevate our standards. The ideal candidate brings creativity, independent judgment, and a strong sense of ownership in designing and refining memorable guest experiences.
Responsibilities:
The Guest Experience Specialist will be responsible for the following:
Guest Feedback & Experience Improvement
- Partner with the Director of Guest Experience to collect post-event feedback, independently review Voice of Customer (VoC) data, and summarize key trends to recommend improvements.
- Lead cross-functional collaboration to enhance guest-facing processes and standards, and develop new protocols, SOPs, or tools based on guest insights.
Special Experience Planning & Event Activations
- Collaborate with the culinary, operations, and guest experience teams to design and lead activations and events aligned with guest expectations and Casa Bonita’s brand experience. Use independent judgment to adapt plans to meet guest needs and business goals.
- Anticipate guest needs and preferences to create memorable, high-touch moments that go above and beyond expectations.
Reservations Management
- Oversee group booking logistics, ensuring accuracy and alignment with event needs, and managing guest itineraries and preferences to support smooth execution.
Logistics & On-Site Execution
- Working closely with operations, lead event logistics planning and make real-time decisions during on-site execution. Act as primary liaison for group organizers, ensuring issues are resolved promptly.
- Coordinate with departments to align operational support and expectations.
Administrative & Cross-Functional Support
- Manage accurate documentation of guest preferences, group itineraries, contracts, and billing, and coordinate with Legal and Finance to track contract and payment workflows for timely approvals.
- Create and refine guest-facing communications to support a consistent experience.
Qualifications/Skills:
- 2-5 years of event planning experience or project management, including on-site coordination, preferably in a restaurant, hospitality, or entertainment setting.
- Bachelor's degree in hospitality management, communications, or a related field preferred but not required.
- Experience with booking platforms such as Seven Rooms or Triple Seat
- Proven ability to design creative, guest-focused solutions.
- Demonstrated ability to manage competing priorities and use independent judgment.
- Excellent verbal and written communication skills.
- Strong ability to build and maintain relationships with guests and staff.
- Proactive in identifying potential issues and implementing solutions.
- Able to lead projects and meet deadlines in a fast-paced environment.
- Familiarity with event management software and Microsoft Office Suite (or ability to learn).
- Availability to work event hours, including evenings and weekends, and adaptability to work in both office and venue environments.
Physical and Environmental Responsibilities:
- Able to walk up inclines and stairs and down declines and stairs.
- Capable of sitting, stooping, bending, reaching, and lifting/carrying items up to 50 pounds.
- Able to work and perform job tasks in small spaces.
- Possesses fine motor skills and dexterity.
- Able to withstand temperatures typical within a commercial kitchen setting.
- Able to withstand noise levels typical of a high-volume venue.
- Able to perform job duties efficiently in lighting conditions typical of a commercial restaurant and commercial kitchen.
- Ability to work in a loud, distracting environment with flashing lights, haze machines, ongoing shows, and large numbers of guests constantly moving around you.
- Able to work calmly under pressure and at a fast pace, typical of a high-volume restaurant.
- Capable of and at ease with engaging with the public, potentially encountering challenging behavior and service animals.
- Must be able to walk a minimum of 10,000 steps during any given shift.
Benefits:
Casa Bonita also offers a benefits package that includes medical, dental and vision insurance.
Deadline to Apply:
April 30th, 2025
To apply for this role, please click on the “apply for this position” button below.
Salary : $65,000 - $80,000
