Mandy’s Ottawa is looking for a Guest Experience Manager (GEM)!

In your role as the Guest Experience Manager at MANDY’S, you serve as the living embodiment of the brand’s ethos, radiating positive energy, curating the VIP guest experience, and upholding the core values that define MANDY’S. Your direct reporting line to the General Manager positions you as the leader in ensuring that all front-of-house operations operate seamlessly to provide guests with unforgettable experiences. Your responsibilities extend far beyond supervision; you are tasked with cultivating a welcoming and inclusive environment, nurturing a team of front-of-house staff, and implementing MANDY’S VIP Experience Standards at every touchpoint. Your mandate is to lead the team to reach sales targets in collaboration with the General Manager. Through your leadership, you instill a commitment to excellence and a dedication to exceeding guest expectations in every interaction, inspiring a culture of hospitality that defines MANDY’S as a destination where genuine care and personalized service are at the forefront, creating lasting impressions and loyal guests.

A Day in the Life

Sales & Performance Strategy

• Own and champion front-of-house sales performance, with a strong focus on increasing Average Order Value (AOV) through effective upselling, suggestive selling, and personalized guest recommendations.
• Partner with the General Manager to set and exceed weekly sales targets, using sales data and trends to identify growth opportunities and implement impactful strategies.
• Lead daily team rallies and pre-shift briefs that highlight sales goals, menu features, and upselling priorities.
• Analyze POS reports and shift-level sales performance to identify high performers, areas of opportunity, and coachable moments that directly influence revenue.
• Roll out location-specific sales initiatives that energize the team and drive results, including promotions, contests, and incentives linked to AOV, new items, and guest feedback, Google reviews.
• Ensure your FOH team possesses excellent menu & recipe knowledge, alignment to support flawless execution of new product launches, menu launches, campaigns, and limited-time offers that support sales growth.

Coaching & Development

• Develop the front-of-house team into confident sales ambassadors through consistent coaching on menu knowledge, flavor pairings, and upselling techniques that directly impact AOV and guest satisfaction.
• Conduct real-time floor coaching and shadowing to correct habits, reinforce selling behaviors, and celebrate wins that contribute to location sales goals.
• Facilitate dynamic training sessions and refreshers that align with current sales strategies, new product offerings, and guest experience standards.
• Identify and nurture high performers by providing growth opportunities, mentorship, and clear development pathways tied to performance and impact.
• Set clear expectations for service excellence and sales contribution, providing honest, timely feedback and holding team members accountable for results.
• Partner with the GM to deliver performance reviews that reflect not just service standards but tangible contributions to the location’s financial performance.

Art of Service

• Master and promote the Art of Service to create memorable and exceptional guest experiences.
• Develop and implement service standards that emphasize warmth, charm, and personalized interactions.

Unique Service Delivery

• Innovate and implement unique service initiatives that differentiate us from the competition.
• Continuously seek opportunities to surprise and delight guests, creating memorable moments.

Front of House Design & Visual Presentation

• Collaborate with the Visual & Design team to translate their merchandising strategies into actionable plans for the dining area.
• Monitor and ensure the consistent implementation of visual standards for table settings, decor, and presentation across all shifts and dining periods.
• Conduct regular inspections and provide feedback to team members to ensure strict compliance with merchandising guidelines and maintain our reputation for providing sensational spaces.
• Train and educate restaurant staff on visual merchandising principles and standards to uphold a cohesive and attractive dining experience.
• Continuously evaluate and update merchandising techniques and displays, as per company guidelines, to enhance guest experience and support overall restaurant ambiance.

Employee Management

• Train and coach charmers on the sales floor to ensure they embody our service standards and delight our guests.
• Conduct regular feedback sessions and workshops to enhance charmers’ skills and knowledge.
• Embody MANDY’S brand, culture, and values serving as a role model for the team
• Foster a professional, inclusive, and feedback-driven work environment
• Lead with positivity, empathy, and a commitment to excellence while inspiring others to do the same
• Ensure all front-of-house policies, procedures, and standards are followed
• Create front of house schedules and oversee the planning, coordination and supervision of team members while consistently meeting labour targets
• Create a positive experience for our guests by ensuring front of house team members possess
• excellent menu knowledge, suggested pairings, are well trained and produce work that aligns with company standards;
• Collaborate with the Kitchen Manager to deliver a seamless guest experience
• Manage front of house restaurant operations to meet labor and sales targets, with a strong emphasis on leading the team to drive average order value & upselling strategies

Operations

• Respond to google reviews, escalating any incidents to the appropriate head office channel
• Support the KM with inventory counts
• Oversee guest satisfaction by addressing complaints and enhancing the dining experience in line with our guest accommodation policies and procedures
• Uphold operational standards and identify areas for improvement
• Own self-development and ask for on-going feedback from others;
• Unlock full potential of front of house employees by providing specific, solution oriented and constant feedback;
• Assess team’s performance, recognize changes in team members morale/performance and address poor performance in a timely way.
• Partner with General Manager for team members growth and development and/or to manage performance concerns;
• Responsible for following MANDY’S performance review process with front of house team in partnership with General Manager;
• Responsible for overseeing new front of house team member orientation, training and development;
• Recruit and hire front of house personnel in conjunction with the General Manager;
• Train and coach front of house staff on new recipes, new equipment, menu launches, etc…
• Execute administrative tasks and other tasks as requested by the General Manager, District Manager and Head Office team.

What You Bring to the Table