Hospitality Operations & Guest Experience Coordinator
Rosa Twelve – Low Fell, Gateshead
Salary: £27,000 – £32,000 per annum (depending on experience)
Full-Time | Approximately 35–40 Hours Per Week | Permanent
About Rosa Twelve
Rosa Twelve is one of Low Fell's leading independent hospitality venues, combining great food, quality drinks, events, entertainment and exceptional customer service within a vibrant and welcoming environment.
As the business continues to grow, we are looking to recruit a highly organised, proactive and people-focused individual to join our team in a newly created role that sits at the heart of the business.
This is not a traditional office role and it is not a traditional Duty Manager position. Instead, we are looking for someone who can help coordinate people, projects, events and day-to-day operations whilst helping ensure our guests receive an exceptional experience every time they visit.
The Role
Working closely with the Directors, General Manager and wider management team, you will become a central point of support across the business.
You will help improve communication between departments, coordinate events and functions, support marketing initiatives, assist with administration, help manage guest enquiries and ensure operational projects are delivered effectively.
The successful candidate will be equally comfortable speaking with customers, supporting staff, assisting with events, solving problems and helping keep the business organised and moving forward.
Key Responsibilities
- Supporting the day-to-day operation of the venue
- Assisting with event planning, coordination and delivery
- Managing function and event enquiries
- Coordinating communication between departments and teams
- Supporting staff onboarding, training administration and personnel records
- Assisting with recruitment administration and employee engagement initiatives
- Supporting marketing campaigns, promotions and community engagement activities
- Managing customer feedback and guest experience initiatives
- Researching opportunities, suppliers, partnerships and new business ideas
- Supporting loyalty, customer retention and repeat business programmes
- Maintaining operational records, systems and organisational processes
- Assisting management with projects and business development initiatives
- Providing hands-on support within the venue during key trading periods and events
- Acting as a positive ambassador for Rosa Twelve both internally and externally
Who We're Looking For
We are looking for somebody with energy, enthusiasm and a genuine passion for hospitality.
You may come from a hospitality, hotel, events, customer service, venue operations, guest experience, tourism or business support background.
Most importantly, you will be organised, proactive, personable and capable of building strong relationships with customers, colleagues and external partners.
Essential Requirements
- Excellent organisational and communication skills
- Strong customer service and relationship-building ability
- Professional, confident and approachable manner
- Good administration and IT skills
- Ability to manage multiple priorities simultaneously
- Strong attention to detail
- Positive, can-do attitude
- Ability to work independently and use initiative
- Full UK driving licence preferred
Desirable Experience
- Hospitality or events experience
- Marketing or social media experience
- Venue, hotel or restaurant operations experience
- Customer engagement or community-building experience
- Recruitment, training or HR administration experience
- Event planning and coordination experience
Working Pattern
This is a full-time role of approximately 30–40 hours per week.
A typical working pattern may include:
- Monday: 12:00noon – 8:00pm
- Thursday: 2:00pm – 10:00pm
- Friday: Afternoon/Evening Shift
- Saturday: Afternoon/Evening Shift
- Sunday: Afternoon/Evening Shift
Hours may vary depending on events, private functions, seasonal trading and business requirements.
Unlike a traditional hospitality management role, this position is not focused on routine late-night closing shifts throughout the week. However, flexibility is required to support the needs of the business and key events.
What Success Looks Like
The successful candidate will help:
- Improve communication and organisation across the business
- Enhance the guest experience
- Support the growth of events and private bookings
- Improve operational efficiency
- Strengthen team engagement
- Help drive repeat business and customer loyalty
- Ensure great ideas become successful actions
If you are passionate about hospitality, enjoy working with people and want to play an important role in the continued growth of an ambitious independent business, we'd love to hear from you.
Work Location: In Person – Low Fell, Gateshead
Pay: £27,000.00-£32,000.00 per year
Benefits:
Work Location: In person
