Guest Experience and Events Manager

Location: Julia & Henry’s 200 E Flagler, Miami FL 33131

About Us: Named after the founders of Miami, Julia Tuttle and Henry Flagler, the redeveloped historic landmark pays homage to both the city and building’s history, while paving the way for a new social scene in Downtown. With 26 culinary concepts to choose from visitors will experience an unparalleled gastronomic journey, along with unforgettable live entertainment and curated experiences every day of the week.

As a Guest Experience and Events Manager, you will be the heartbeat of Julia & Henry’s, orchestrating unforgettable experiences that go beyond gastronomy. This entry-level position offers a unique opportunity to be the face of the venue, connecting with guests on a personal level, introducing entertainment, and ensuring every visit is unforgettable. If you're ready to step into the spotlight and infuse Julia & Henry’s with your energy and charisma, this is the role for you!

POSITION TITLE: GUEST EXPERIENCE & ENTERTAINMENT MANAGER

REPORTS TO: OPERATIONS MANAGER

POSITION SUMMARY

As the Guest Experience & Entertainment Manager at Julia & Henry’s, you'll be at the forefront of creating unforgettable moments that transcend mere dining. This pivotal role offers you the chance to embody the spirit of our venue, engaging guests on a personal level, introducing captivating entertainment, and ensuring each visit leaves an indelible mark. From curating experiences to connecting with patrons, you'll infuse Julia & Henry’s with your vibrant energy and charisma. As the Guest Experience & Entertainment Manager you will be responsible for training and will ensure that all employees and vendor staff consistently deliver professional, warm, friendly, and personalized hospitality to all guests. This role is the heartbeat of our establishment, where every interaction is an opportunity to create lasting memories while also ensuring operational excellence and team management.

PRIMARY JOB DUTIES

Guest Engagement and Education:

• Act as a welcoming and knowledgeable host, greeting guests with warmth and enthusiasm.
• Provide personalized recommendations on culinary concepts, upcoming events, and venue offerings.
• Conduct tours of the venue, sharing insights about its history, architecture, and unique features.

Entertainment Facilitation:

• Serve as the master of ceremonies (MC) during events, engaging with guests and introducing performers.
• Coordinate interactive activities and games to enhance the guest experience and foster community spirit.
• Work closely with the operations team to ensure seamless transitions between acts and maintain the energy of the event.

Creating Memorable Moments:

• Anticipate and respond to guests' needs and preferences with genuine care and attention.
• Surprise and delight guests with thoughtful gestures, such as giving a crying child a balloon or presenting a flower to a grandmother.
• Capture special moments by taking photos or facilitating guest interactions with performers.

Venue Promotion and Connection:

• Act as a brand ambassador, promoting upcoming events and special promotions to guests.
• Build meaningful connections with guests, fostering loyalty and creating a welcoming atmosphere.
• Collaborate with marketing and social media teams to share guest experiences and testimonials online.

Curating the Venue Atmosphere:

• Ensure the ambiance of the venue aligns with the desired guest experience.
• Curate the vibe by adjusting lighting to create the appropriate atmosphere for the time of day (e.g., lowered lighting at night for a cozy ambiance).
• Monitor sound quality throughout the venue, adjusting levels as needed to maintain an optimal auditory experience for guests.
• Assist operations and marketing in organizing the venue space, including seating arrangements and decor, to enhance guest comfort and enjoyment.

Operational and Team Management:

• Supervise and manage guest service employees, including hiring, training, and disciplinary actions.
• Direct and work with employees to successfully execute all common area operations, including guest arrival and departure procedures.
• Interviews, hires, trains, and disciplines guest service team members
• Observe service behaviors of employees and provide feedback to individuals and/or managers.
• Identify the developmental needs of others and coach, mentor, or otherwise help them improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Ensure all customer touchpoint areas have an atmosphere conducive to the overall guest experience.
• Use active and passive hospitality skills to proactively approach guests, engage them in conversation, inquire about their experience, and discover special preferences and needs.
• Drive repeat business by creating a personalized experience.
• Provide services that are above and beyond for customer satisfaction and retention.
• Personally follow up with guests after issues or complaints to ensure satisfaction.
• Communicate any guest opportunities in a timely manner to relevant departments for appropriate action.
• Conduct department meetings and continually communicate a clear and consistent message regarding Guest Service goals to produce desired results.
• Liaise with operations and marketing to review findings and improve experiences.
• Work closely with the events department to curate and assist with the execution of events.
• Maintain effective communication, including daily log notes, emails, and verbal and written forms.
• Ensure company documents and sensitive information are confidential and secure.
• Track customer experiences across online and offline channels, devices, and touchpoints.
• Develop personal concierge contacts and other outreach for business.
• Create a comment sheet to track the results of each guest experience.
• Attend required meetings and ensure timely responses to company communications.

Additional Duties

• Maintain a thorough knowledge of all vendors, menu offerings, and beverage offerings within the eatery.
• Ensure space is free of debris and inviting.
• Adhere to all state and federal requirements regarding the sale of alcohol and Health Department requirements.
• Adhere to all work rules, procedures, and policies established by the company.
• Perform any other duties as assigned by the company to operate the business most efficiently

Minimum Qualifications:

• High school diploma or equivalent; hospitality or entertainment experience is a plus.
• At least 2 years' experience as a customer experience specialist or a similar customer support role, preferably in a leadership role.
• Passion for creating exceptional guest experiences and fostering connections with individuals.
• Good understanding of useful computer programs (MS Office, restaurant management software, payroll software, POS, UberEats, Bbot, Spendgo).
• Excellent communication and interpersonal skills, with a friendly and outgoing personality.
• Ability to multitask and thrive in a fast-paced, dynamic environment.
• Flexibility to work evenings, weekends, and holidays as required.
• Bilingual preferred.
• Understanding of Food & Beverage, Restaurant, Bar/Lounge department procedures.

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Weekends as needed

Work Location: In person

Salary : $65,000