Chief Experience Officer

Job Description

We are looking for a Chief Experience Officer to lead the vision for the overall restaurant experience, ensuring that every interaction, from arrival to departure, reflects our standards and leaves a lasting impression.

Responsibilities

• Develop and lead the restaurant’s overall guest experience strategy.
• Establish service standards that reflect the restaurant’s brand and values.
• Monitor guest satisfaction and identify opportunities for continuous improvement.
• Work closely with restaurant management and service teams to strengthen customer engagement.
• Analyse guest feedback, reviews, and service data to guide experience initiatives.
• Design memorable guest touchpoints across reservations, arrival, dining, and departure.
• Coach and mentor teams on service excellence, communication, and guest relations.
• Identify service challenges and introduce practical solutions to improve the dining experience.
• Collaborate with culinary, operations, marketing, and management teams on experience-focused initiatives.
• Oversee special guest experiences, celebrations, VIP arrangements, and customer engagement programmes.
• Develop procedures for handling guest concerns professionally and effectively.
• Track experience-related performance indicators and present recommendations to senior management.
• Stay informed about emerging restaurant service trends and customer expectations.
• Champion a culture of professionalism, attentiveness, and continuous improvement.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Marketing, Customer Experience, or a related field.
• 5 or more years of progressive experience in restaurant management, guest experience, customer relations, or a related leadership role.
• Proven experience developing and implementing customer experience strategies.
• Strong understanding of restaurant operations and service standards.
• Excellent leadership, coaching, and team-building abilities.
• Strong analytical skills with the ability to interpret customer feedback and performance data.
• Exceptional verbal and written communication skills.
• Confident decision-making and problem-solving abilities.
• Strong understanding of customer service principles and relationship management.
• Ability to manage multiple priorities in a fast-paced restaurant environment.
• High level of professionalism, discretion, and emotional intelligence.
• Demonstrated ability to create service improvements that positively influence guest satisfaction.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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