Experience and Service Manager

No.5 Cafe & Larder; Mangateretere; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Staff discounts

Career development

Team environment

Guest experience impact

Job summary

No.5 Cafe & Larder in Mangateretere, Hawke's Bay, is seeking an experienced Experience and Service Manager to lead our front-of-house team and deliver outstanding guest experiences. You will oversee daily operations, train staff, and implement service protocols that elevate the No.5 Cafe & Larder and Golflands experience.

The role emphasizes hospitality leadership, operational excellence, and a commitment to high service standards.

Qualifications

• Proven experience in hospitality management.
• Strong leadership and team-building abilities.
• Excellent communication and guest-service focus.
• Ability to manage daily operations with attention to detail.

Responsibilities

• Lead front-of-house team to deliver exceptional service.
• Oversee daily operations during peak and quiet periods.
• Train and mentor staff to improve service quality.
• Develop service protocols and best practices for guest experience.
• Resolve guest inquiries and service issues professionally.
• Maintain cleanliness, presentation and ambiance across the venue.
• Coordinate with kitchen and management for seamless front/back-of-house operations.
• Gather guest feedback and implement improvements.
• Manage reservations and group bookings to maximise satisfaction.
• Record service metrics and contribute to performance reporting.

Skills

Hospitality management

Leadership

Communication

Operations management

Staff training

Health & safety

POS systems

Tools

Hospitality software

Job description

Are you passionate about crafting unforgettable guest experiences? No.5 Cafe & Larder and Golflands are looking for an Experience and Service Manager to join our team in Mangateretere, Hawke's Bay.

In this full-time role—typically rostered Wednesday through Sunday—you'll be at the heart of everything we do, delivering exceptional service and creating the kind of moments that keep our guests coming back.

As our Experience and Service Manager, you'll blend warm hospitality with operational excellence, ensuring every detail is just right and every visitor leaves with a smile. This is a pivotal position where your leadership will directly shape our reputation and define the No.5 Cafe & Larder and Golflands experience.

If you thrive on making people feel welcome and take pride in setting the highest service standards, we'd love to hear from you.

What you'll be doing

• Leading and managing the front-of-house team to deliver consistently excellent customer service and hospitality
• Overseeing daily operations to ensure smooth service delivery during peak and quiet periods
• Training, mentoring and developing staff members to enhance service quality and professional standards
• Creating and implementing service protocols and best practices that elevate the guest experience
• Managing guest interactions, handling enquiries and resolving any service issues with professionalism and care
• Monitoring and maintaining high standards of cleanliness, presentation and ambiance throughout the venue
• Collaborating with the kitchen and management teams to ensure seamless coordination between front and back-of-house operations
• Gathering guest feedback and implementing improvements based on customer insights
• Managing reservations, special events and group bookings to maximise guest satisfaction
• Maintaining detailed records of service metrics and contributing to performance reporting

What we're looking for

• Proven experience in hospitality management, preferably in a cafe, restaurant or similar venue setting
• Strong leadership skills with the ability to inspire and motivate a diverse team
• Excellent communication and interpersonal skills, with a genuine passion for delivering outstanding customer service
• Demonstrated ability to manage operations efficiently whilst maintaining attention to detail
• Experience in training and developing staff members to high performance standards
• Problem-solving mindset with the ability to handle challenging situations calmly and professionally
• Knowledge of hospitality industry standards, health and safety regulations, and food service protocols
• Strong organisational skills with the ability to multitask and prioritise effectively
• Proficiency with point-of-sale systems and hospitality management software (desirable)
• A customer-focused approach with a commitment to creating memorable experiences
• Flexibility to work varied hours, including evenings, weekends and public holidays as required

What we offer

• Competitive salary commensurate with your experience and qualifications
• Opportunities for professional development and career progression within the hospitality sector
• A supportive and collaborative team environment where your contributions are valued
• Staff discounts on our cafe and recreational offerings
• A role that directly influences our guest experience and business success

About us

No.5 Cafe & Larder and Golflands is a beloved establishment in Mangateretere, Hawkes Bay, dedicated to providing our community with exceptional food, beverages, hospitality and recreation. We pride ourselves on creating warm, welcoming spaces where guests can relax, connect and enjoy quality offerings in a thoughtfully curated environment. Our commitment to excellence, sustainability and customer care defines our brand. We believe that great hospitality is about more than just serving food and drinks; it is about creating meaningful experiences and fostering genuine connections with our guests. Our team is passionate about hospitality and takes pride in every interaction.