Guest Experience Manager - Philadelphia

Guest Experience Manager

F1 Arcade is the world's first official Formula 1 social entertainment venue, where high-octane excitement meets exceptional hospitality. Each meticulously designed venue features up to 90 state-of-the-art full-motion F1 racing simulators, a world-class food menu with an open kitchen, an expansive cocktail and champagne bar, and private and semi-private event spaces, perfect for corporate events, parties, and more.

Role Overview

The Guest Experience Manager (GEM) ensures every guest at F1 Arcade enjoys an unforgettable, personalized hospitality experience. This role embodies our commitment to hospitality and attention to detail, setting a new standard in the competitive socializing industry.

Specifics of the role

Salary: $70,000

Location: Philadelphia

Hours of work: Varied

Reporting to: General Manager

What is in it for our future Guest Experience Manager:

• Pole Position Compensation: A salary package of $70,000 , plus additional generous bonuses, commensurate with your experience and expertise.
• Pit Stop Benefits: Medical, dental, vision, short term disability, Life and AD&D, and Employee Assistance Program plans for you and your pit crew, ensuring your well-being both on and off the track.
• Work/Life Balance: We understand the importance of balance, offering generous holiday allowances, PTO, and a supportive environment where your personal and professional growth are equally valued.
• Future Opportunities: With our ambitious expansion plans, the checkered flag is just the beginning. Join us now and carve out your path to success with future 401K options, company stock, and more.

Key Responsibilities of a Guest Experience Manager:

• Crafting Memorable Moments: Go above and beyond to create personalized, unique experiences for guests. Tailor surprises for special occasions, such as custom desserts, celebratory messages, or a complimentary toast.
• Guest Interaction & Personalization: Engage guests thoughtfully to understand their needs and reasons for visiting. Gather and utilize insights to enhance each guest's experience. Collaborate with the venue team to ensure seamless, personalized service.
• Ensuring Exceptional Service: Oversee all guest touchpoints from arrival to departure, ensuring a smooth and memorable experience. Implement and refine service standards to uphold F1 Arcade's high hospitality expectations. Proactively engage with guests to assess satisfaction and resolve any issues.
• Team Leadership: Train, mentor, and motivate staff to deliver exceptional service. Oversee front-line guest service teams, including reception, hosts, and servers. Conduct team meetings and one-on-ones to review guest feedback and improve service strategies.
• Operational Excellence: Monitor guest feedback through surveys, reviews, and direct communication. Identify trends and implement improvements to enhance guest satisfaction and retention. Collaborate with departments such as Technology, Food & Beverage, and Operations to ensure seamless service. Develop and manage processes to address recurring guest concerns, improve Net Promoter Scores (NPS), and enhance social review ratings.
• Guest Engagement & Communication: Build strong relationships with guests to encourage loyalty and repeat visits. Coordinate VIP experiences and personalized services. Act as the main point of contact for guests, ensuring their needs are met.
• Data & Reporting: Track and analyze guest satisfaction metrics, online reviews, and feedback. Provide regular reports to management, highlighting key findings and improvement areas. Implement strategies to improve satisfaction benchmarks like NPS.

The ideal Guest Experience Manager will have these skills:

• Strong interpersonal and communication skills.
• Leadership and motivational abilities to inspire teams.
• Analytical and problem-solving skills to enhance guest satisfaction.
• Attention to detail to ensure a flawless experience.
• Adaptability and flexibility in a dynamic hospitality environment.
• Alignment with F1 Arcade's core values:

Pursuit of Excellence

Positive Energy

Conscious Integrity

Team Spirit

Physical Requirements:

• Frequently sitting, standing, walking, and interacting with guests.
• Ability to lift up to 10 lbs regularly and up to 50 lbs as needed.
• Working in varying temperature conditions.
• Frequent handwashing and sanitation.
• Ability to operate food preparation equipment safely.

F1 Arcade is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.