Hospitality Manager

F1 Arcade USA; Boston (MA); On-site; USD 55,000 - 85,000; Full time

Job summary

F1 Arcade USA is seeking a Hospitality Manager to lead the front‑of‑house and ensure an outstanding guest experience at our live venues. You will coach staff, maintain service standards, and drive a welcoming atmosphere that keeps guests returning for more.

You will collaborate with other departments to gather guest insights, address issues, and elevate overall satisfaction and review scores through proactive leadership and continuous improvement.

Qualifications

• Strong interpersonal and communication skills to engage guests and team members.
• Proven leadership ability to coach front-of-house staff.
• Analytical mindset to review guest feedback and metrics.
• Attention to detail to uphold high hospitality standards.
• Adaptability to thrive in a dynamic venue environment.

Responsibilities

• Ensure every guest receives a warm welcome and exceptional service throughout their visit.
• Implement and uphold service standards to maintain a high level of guest satisfaction.
• Engage with guests to assess their experience, address needs, and resolve issues promptly.
• Handle guest inquiries, feedback, and complaints professionally to enhance overall satisfaction.
• Train, support, and motivate the front‑of‑house team to deliver outstanding hospitality.
• Oversee guest‑facing roles, including reception, hosts, and servers, ensuring smooth service.
• Conduct team meetings to share guest feedback, updates, and strategies for improvement.

Skills

Interpersonal skills

Leadership

Analytical thinking

Attention to detail

Adaptability

Job description

At F1® Arcade, we’ve completely revolutionised the traditional arcade by creating the first-ever Formula 1 entertainment and hospitality concept with socialising at its core for fans and non-fans alike. F1® Arcade venues provide an immersive, state-of-the-art F1® racing simulation experience, gamified for a mass audience, with ‘best in class’ hospitality and exceptional venue design, all under one roof - for the ultimate night out in the fast lane…

Job Title: Hospitality Manager

Reporting to: Deputy General Manager

Position Overview

Operational Excellence

As a Hospitality Manager, your role is to ensure that every guest at F1 Arcade enjoys an outstanding and memorable hospitality experience. You will embody our commitment to exceptional service and attention to detail, helping to set a high standard in the competitive socializing industry.

Leading from the Front

A key part of your role is leading the front‑of‑house team to deliver seamless, high-quality service. You will oversee the team during service, ensuring efficiency, consistency, and a warm, welcoming atmosphere for every guest. By providing clear direction, coaching, and hands‑on support, you will help maintain high operational standards and foster a strong service culture within the team.

Guest Interaction

Engaging with guests in a warm and genuine way is a key part of your role. By taking the time to understand their needs, interests, and reasons for visiting, you will help create meaningful connections that enhance their experience. Your ability to gather and use guest insights ensures a personalized and welcoming atmosphere.

Key Areas of Responsibility

Ensuring Exceptional Service and Operational Excellence

Guest Experience

• Ensure every guest receives a warm welcome and exceptional service throughout their visit.
• Implement and uphold service standards to maintain a high level of guest satisfaction.
• Engage with guests to assess their experience, address needs, and resolve issues promptly.
• Handle guest inquiries, feedback, and complaints professionally to enhance overall satisfaction.
• Train, support, and motivate the front‑of‑house team to deliver outstanding hospitality.
• Oversee guest‑facing roles, including reception, hosts, and servers, ensuring smooth service.
• Conduct team meetings to share guest feedback, updates, and strategies for improvement.

Operational Excellence

• Monitor guest feedback from surveys, reviews, and direct interactions to identify trends.
• Work with other departments to ensure seamless service and resolve recurring guest concerns.
• Implement process improvements to enhance guest satisfaction, retention, and review scores.

Guest Engagement & Communication

• Build strong guest relationships to encourage loyalty and repeat visits.
• Assist in coordinating VIP experiences and personalised services for special occasions.
• Act as a key point of contact for guests, ensuring their needs are met efficiently.

Skills Required

• Strong Interpersonal & Communication Skills: Ability to engage professionally with guests, team members, and stakeholders to foster positive relationships, resolve issues, and create a welcoming environment.
• Leadership & Team Motivation: Capable of inspiring and guiding the team, encouraging collaboration, and ensuring a shared commitment to delivering exceptional hospitality.
• Analytical & Problem‑Solving Skills: Proficient in reviewing guest feedback and operational data to identify areas for improvement and implement effective solutions to enhance service.
• Attention to Detail: Ensures every aspect of the guest experience is carefully planned and executed to maintain high service standards and a seamless operation.
• Adaptability & Flexibility: Thrives in a dynamic hospitality environment, responding proactively to guest needs, and operational challenges with innovative solutions.

Ability to consistently demonstrate F1 Arcade Core Values;

Pursuit of Excellence

Positive Energy

Integrity

Team Spirit

Basic Physical Requirements

When working at an F1 Arcade venue, Team Members must be able to perform the duties of that venue. The team member will frequently sit for short periods of time, talk via Cloud Based video conferencing and the phone often, and hear and manipulate objects constantly.

Additional requirements will include lifting up to 10 (ten) pounds constantly and up to 50 (fifty) pounds as required. Lifting from floor to shoulder constantly and overhead infrequently. Twisting and reaching frequently. Grasping objects to move or manipulate constantly. Working in hot then cold environments for extended periods of time. May inadvertently bump into team members in a relatively small work area. Will stand and walk for extended periods of time. FREQUENT hand washing and sanitation is required. Ability to use knives, slicing equipment, and other food preparation equipment. Team Member must be able to communicate with Guests and other Team Members and manipulate handheld and desktop devices.

F1 Arcade is an equal opportunity employer. All applicants will be considered for employment without attention to race color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.