Venue Experience Manager

Earth Hotels; Dubai; On-site; AED 268,000 - 469,000; Full time

Job summary

You will lead the front-of-house team, coach staff, run briefings, coordinate with kitchen and bar, and drive revenue through upselling and event support. Prior hospitality leadership and strong communication are essential.

Responsibilities

• Lead the full day-to-day operation of the venue, ensuring smooth service and strong floor presence.
• Maintain high standards of service, cleanliness, speed, and guest engagement.
• Ensure opening and closing procedures are executed consistently and accurately.
• Manage guest flow during peak periods, ensuring a seamless and enjoyable experience.
• Handle guest feedback and service recovery with professionalism and confidence.
• Lead, motivate, and coach the team to deliver service that feels human, warm, and effortless.
• Conduct daily briefings and ensure the team is aligned on priorities, reservations, VIPs, and events.
• Support recruitment, onboarding, training, and performance follow-ups for the venue team.
• Build a culture of accountability, energy, and pride in service delivery.
• Ensure all service SOPs, brand standards, and sequence of service are followed.
• Conduct regular floor checks and spot coaching to maintain consistency.
• Ensure upselling is natural, confident, and aligned with guest preferences.
• Maintain strong coordination with kitchen and bar teams to ensure smooth delivery and timing.
• Drive revenue through strong service execution, upselling, guest engagement, and experience-led hospitality.
• Monitor daily sales performance and support planning to meet targets.
• Support inventory control, wastage reduction, and stock monitoring in coordination with the bar and procurement teams.
• Ensure accurate handling of cash, POS transactions, voids, discounts, and bill settlements.
• Support the execution of events, activations, and live programming within the venue.
• Ensure the venue is always guest-ready for pop-ups, performances, and special moments.
• Work closely with Marketing and Experience teams to ensure activations are executed smoothly on the ground.
• Coordinate closely with the Director of F&B, Chef, Bar team, Experience team, and Hotel leadership.
• Ensure strong communication across shifts and departments to prevent service gaps.
• Provide feedback on guest preferences, operational issues, and improvement opportunities.
• Own outlet revenue and controllable costs against approved budgets; review sales mix, average spend, labour deployment, waste and guest feedback.
• Prepare demand-led rotas and staffing plans within approved headcount and labour budgets; refer exceptions to the Director of F&B.
• Maintain training plans, competency checks and documented performance follow-up; ensure SOPs and sequence of service are implemented.
• Approve recovery, discounts, voids and expenditure only within delegated limits; elevate requests beyond authority.
• Coordinate with Finance, Procurement and Engineering on stock discrepancies, purchasing needs, equipment defects and readiness actions.
• Coordinate outlet setup, readiness checklists and defect tracking with F&B leadership and supporting departments.
• Organise role‑specific training and mock services, check competencies and close operational gaps before opening.
• Experience leading a restaurant or bar team, with practical budgeting, labour planning, service recovery and operational control skills.
• Demonstrate teamwork, respectful communication and ability to work the shifts required by the outlet.
• Consistent service and product standards, accurate records, completed checks and prompt escalation of issues.
• Review role‑specific guest feedback, training progress, service accuracy and waste or control performance with the reporting manager against agreed targets.
• Follow approved hygiene, allergy communication, safety and emergency procedures; report incidents and unsafe conditions promptly.
• Carry out additional reasonable duties within training and competence as assigned by management.

Job description

You will lead the front-of-house team, coach staff, run briefings, coordinate with kitchen and bar, and drive revenue through upselling and event support. Prior hospitality leadership and strong communication are essential.