Guest Experience Coordinator Lead

Description

Guest Experience Coordinator Lead

Terra Mae

Reports: F&B Managers

Hourly + Tip Pool

Position Summary: The Guest Experience Coordinator at Terra Mae is responsible for orchestrating the “flow” of the guest journey. This is a leadership role that oversees the host stand, flow of the restaurant, reservations, events, and leads the host team. You are the point of contact for our events, private dining, hosts, and our VIPs.

Core Responsibilities:

1. Event & Private Dining Management:

a. Primary Lead for Events/Private Dining: Own the end-to-end process for all private dining and event inquiries. You are responsible for responding to leads, drafting contracts, and coordinating logistics.

2. Reservation management:

a. Optimize the reservation book (Resy) to maximize covers while maintaining a balanced flow for the kitchen and service team.

b. Monitoring the pace of the dining room, adjusting seating speeds to prevent service hiccups.

3. Guest Experience:

a. Maintain the “optics” of the entryway-managing lighting, coat check, and the overall cleanliness of the host stand.

b. De-escalate guest concerns regarding wait times or table assignments with empathy and professional poise.

4. Communication:

a. Terra Mae email: Manage the primary business email, ensuring all inquiries-from guest feedback to press requests-are handled with grace and promptness.

b. Act as the vital link between the front door, the servers, support staff, and BOH.

c. Serve as the dedicated contact for all special requests.

d. Manage confirmation calls/emails and proactively reach out to guests if there are changes to the atmosphere (like hotel Art Show and larger loud events).

5. Service Leadership:

a. Lead the “guests notes” segment of the pre-shift meeting, briefing the team on the evening’s reservations, VIP guest profiles, and special events.

6. Team Leadership:

a. Train all new host staff on service standards, phone etiquette, and the restaurant’s floor plan.

b. Act as the primary point of contact for the host team, providing real-time feedback and maintaining high morale at the front door.

c. Ensure that the host team follows all Standard Operating Procedures.

7. Relationship Building:

a. Recognize and welcome regulars and VIPs by name, ensuring their preferred tables.

b. Greet guests with warmth, manage the waitlist with grace, and ensure the start and finish of a guest’s experience is seamless.

c. Circulate the floor to gauge guest satisfaction, specifically checking in on tables that may have experienced a delay or wait.

d. Add internal notes to guests' profile on Resy to track preferences, allergies, favorites, etc.

Requirements

Position Qualifications:

· 3+ years in a guest-facing leadership role within a high-volume restaurant, hotel, or hospitality environment; experience as a Lead Host, Maître d’, or Reservations Manager preferred.

· Demonstrated experience managing private dining and event logistics, including proposals, contracts, vendor coordination, and day-of execution.

· Hands-on proficiency with reservation and table management platforms (Resy or similar) required.

· Strong organizational and multitasking skills, with the ability to read and manage the pace of a dining room in real time.

· Excellent written and verbal communication skills; comfortable handling guest correspondence, press inquiries, and VIP requests with professionalism and discretion.

· Proven ability to train, coach, and lead a team, building morale and accountability at the front door.

· Poise and composure under pressure, with a talent for de-escalating guest concerns gracefully.

· A polished, welcoming presence and genuine passion for hospitality and guest experience.

· Flexible availability, including evenings, weekends, and holidays as the restaurant’s schedule requires.

Cascada F&B LLC is proud to be an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace. If you require accommodations during the hiring process, please reach out to our team.