GUEST EXPERIENCE LEAD

The Trilogy by Buddha-Bar is seeking a passionate and service-driven Guest Experience Lead to oversee front-of-house operations and elevate the guest journey across our high-end restaurant and lounge venues. This role is central to ensuring exceptional service delivery, driving sales, leading the hostess team, and coordinating group bookings and events. The ideal candidate will be a confident leader with a strong background in restaurant hospitality, guest relations, and sales.

• Guest Relations Front-of-House Leadership: Serve as the main point of contact for guest experience across all Trilogy restaurant venues; lead and inspire the hostess and reception teams to deliver a warm, professional, and seamless welcome; handle VIP guests, special requests, and feedback with discretion and care; supervise and schedule hostesses to ensure optimal front-of-house coverage; support reception operations, ensuring smooth guest check-in and seating flow; manage and confirm group bookings, coordinating with kitchen and service teams; handle private dining and event inquiries, ensuring all details are captured and executed; take and manage reservations via phone, email, and online platforms; monitor reservation trends and adjust seating plans to maximize occupancy; collaborate with marketing and sales teams to promote special events and packages; ensure all guest interactions reflect the brand's standards and hospitality ethos.

• Reservations Booking Management: Oversee the reservations process, ensuring accurate and efficient handling of individual and group bookings; coordinate with the reception and events teams to manage table allocations and guest flow; maintain reservation systems and guest databases, ensuring up-to-date and accurate records.

• Sales Upselling: Drive revenue through upselling dining experiences, packages, and special offerings; collaborate with the sales and marketing teams to convert leads into bookings and repeat visits; identify and act on opportunities to enhance guest spend and satisfaction.

• Group Bookings and Event Coordination: Manage group reservations and private dining events from inquiry to execution; liaise with internal departments (kitchen, bar, operations) to ensure smooth event delivery; ensure all guest requirements are met and expectations exceeded.

• Team Management and Training: Train and supervise hostesses and reception staff; develop team schedules, ensure grooming standards, and uphold service protocols; foster a positive, guest-centric team culture.

• Safety and Security: Report work-related accidents or injuries immediately to the manager/supervisor; follow safety and security policies to maintain a clean, safe, and secure environment; identify and correct unsafe work procedures or conditions; use proper equipment and PPE and follow correct lifting procedures; follow emergency procedures for evacuations, medical emergencies, and natural disasters; safely operate and store tools, equipment, and machines; complete required safety training and certifications.

• Policies and Procedures: Protect the privacy and security of guests and coworkers; follow company and department policies and procedures; ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures; maintain confidentiality of proprietary materials and information; protect company tools, equipment, machines, or other assets in accordance with company policies and procedures; perform other reasonable job duties as requested by Supervisors.

• Communication and Working with Others: Speak to guests and co-workers using clear, appropriate and professional language; discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property; support all co-workers and treat them with dignity and respect; develop and maintain positive and productive working relationships with other employees and departments; partner with and assist others to promote an environment of teamwork and achieve common goals.

• Physical Tasks: Read and visually verify information; stand, sit, or walk for extended periods; move, lift, carry, push, pull, and place objects; grasp, turn, and manipulate objects; move over sloping or uneven surfaces; reach overhead and below the knees, including bending and twisting.

• Minimum 3-5 years of experience in guest relations, restaurant hospitality, or front-of-house management.
• Strong background in reservations, sales, or event coordination.
• Excellent communication, leadership, and interpersonal skills.
• Proficiency in reservation systems and MS Office.
• Fluent in English; additional languages are a plus.
• Experience in luxury or high-end restaurant environments preferred.

• Performs other related tasks as assigned by management.
• Complies with Capital Motion policies and procedures.

• The work location is Yas Island, Abu Dhabi.
• Please ensure you are willing and able to work within the Abu Dhabi area before applying.

• Seniority level: Executive
• Employment type: Full-time
• Job function: Other
• Industries: Food & Beverages