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Senior Guest Service Coordinator

2 months ago

Charlotte, North Carolina, United States Fernwood Tavern Full time

Position Overview:

As a pivotal member of our hospitality team at Fernwood Tavern, the Lead Guest Service Agent is responsible for ensuring an exceptional experience for all patrons. This role involves overseeing service operations and guiding the team to deliver outstanding guest interactions.

Key Responsibilities:

  • Direct and harmonize the activities of the service personnel, including servers, bartenders, and hosts.
  • Act as the main liaison for guests, guaranteeing that all service engagements are executed with the highest standards.
  • Provide guidance and training to both new and seasoned team members, emphasizing service excellence, product knowledge, and effective customer communication.
  • Manage service logistics, which includes guest seating arrangements, order management, and personalized dining experiences.
  • Supervise the preparation and presentation of beverages, ensuring compliance with our quality benchmarks.
  • Address escalated guest inquiries and concerns, ensuring all matters are resolved to the guest's satisfaction.
  • Maintain an in-depth knowledge of all menu offerings, promotional events, and special occasions to relay accurate information to guests and staff.
  • Participate in the scheduling of staff, conducting performance reviews, and developing service protocols.
  • Ensure adherence to all health, safety, and sanitation standards.

Qualifications:

  • Demonstrated leadership experience in a fast-paced restaurant or comparable setting.
  • Strong proficiency in serving, bartending, and hosting responsibilities.
  • Exceptional communication, organizational, and interpersonal abilities.
  • Proven capability to mentor and guide a team effectively.
  • A genuine passion for providing outstanding guest experiences.
  • Ability to manage multiple tasks efficiently in high-pressure situations.
  • Commitment to continuous personal and professional growth.
  • Physical capability to lift up to 50 lbs and remain on feet for extended periods.
More information about Fernwood Tavern, part of Bayhaven Restaurant Group, can be found on our website.