About the Role:
As our Customer Experience Manager, you will be the driving force behind crafting top-notch guest experiences at Huddle. Leading from the front on the restaurant floor, you'll set the gold standard for outstanding service, ensuring every interaction leaves a positive and lasting impression. Your role will involve hands-on service, staff training and development, and actively contributing to business growth and strategic planning – all with an unwavering focus on elevating the customer journey. Your deep understanding of both bar and restaurant operations will be second nature, allowing you to seamlessly blend operational excellence with a genuine passion for creating memorable moments for our guests.
Key Responsibilities:
- Leading by Example on the Floor:
- Maintain a constant and visible presence on the restaurant floor, actively engaging with guests, anticipating their needs, and resolving any issues with grace and efficiency.
- Showcase exemplary bar and restaurant service standards, demonstrating best practices in areas such as taking orders, preparing drinks, serving food, and managing tables.
- Embody Huddle's values and service philosophy in every interaction, inspiring the team through your own high standards.
- Staff Training and Development:
- Design, deliver, and oversee comprehensive training programmes for all front-of-house staff, focusing on customer service excellence, product knowledge, and operational efficiency.
- Coach and mentor team members, providing ongoing feedback and support to enhance their skills and confidence.
- Foster a culture of continuous learning and improvement within the team, encouraging proactive problem-solving and guest-centric thinking.
- Driving Business Growth & Strategy (Customer-Centric Approach):
- Actively participate in business development and strategic planning sessions, bringing a strong customer-focused perspective to all discussions.
- Analyse customer feedback (online reviews, in-house comments) to identify trends, areas for improvement, and opportunities for innovation.
- Develop and implement initiatives to enhance customer loyalty, increase repeat business, and attract new guests.
- Collaborate with the marketing team to ensure all customer-facing communications align with Huddle's service standards and brand promise.
- Contribute to the development of new offerings, events, and services that are directly informed by customer needs and preferences.
- Ensuring Operational Excellence (Customer Experience Foundation):
- Maintain a thorough understanding of all bar and restaurant operations, ensuring smooth and efficient service delivery.
- Identify and address any operational bottlenecks or inefficiencies that may negatively impact the customer experience.
- Work closely with the kitchen and bar teams to ensure seamless communication and order fulfilment.
- Uphold high standards of cleanliness, presentation, and ambiance throughout the restaurant.
Essential Skills & Experience:
- Proven experience in a management or supervisory role within a busy bar or restaurant environment.
- Exceptional and demonstrable skills in both bar and restaurant service, with a natural ability to deliver outstanding guest experiences.
- A genuine passion for customer service and a strong understanding of what creates memorable moments.
- Excellent communication, interpersonal, and leadership skills, with the ability to motivate and inspire a team.
- Strong problem-solving and decision-making abilities, with a calm and professional approach under pressure.
- Experience in developing and delivering staff training programmes.
- A proactive and strategic mindset, with the ability to contribute to business growth initiatives.
- A strong understanding of customer feedback mechanisms and the ability to translate insights into actionable improvements.
- A commitment to upholding high standards and attention to detail.
- Eligibility to work in the UK.
Benefits of Working at Huddle:
- Competitive salary and performance related benefits package. Base pay £29-33k plus a performance related annual bonus of £3600 AND anUNLIMITED turnover share.
- Opportunity to play a key role in shaping the customer experience at a thriving local business.
- A supportive and collaborative work environment where your ideas are valued.
- Opportunities for professional development and growth.
- The chance to be part of a team that is passionate about food, community, and exceptional hospitality.
This role does require evening and weekend working but, at Huddle, we recognise that your own time is important. We give you two additional holiday days to spend with your friends and family each year.
Check out our website and socials to get a feel for what it is like to work at Huddle.
www.huddlelymington.co.uk
Job Types: Full-time, Permanent
Pay: £29,000.00-£36,000.00 per year
Benefits:
- Additional leave
- Discounted or free food
- Profit sharing
Ability to commute/relocate:
- Lymington SO41 9AP: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Where are you currently located?
- Are you willing to be a lone worker when it is required?
- Are you able to work evenings and weekends? (Required)
Experience:
- Supervising: 1 year (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
