GUEST EXPERIENCE LEAD Capital Motion UAE

Key Responsibilities

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.

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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 & 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 & Support

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.

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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

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.

Working with Others

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 in a variety of formats (e.g., small print).

Stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance.

Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

Move over sloping, uneven, or slippery surfaces.

Move up and down stairs and/or service ramps.

Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

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