{"id":4099,"date":"2025-08-06T13:02:40","date_gmt":"2025-08-06T17:02:40","guid":{"rendered":"https:\/\/mandys.ca\/?post_type=job&#038;p=4099"},"modified":"2025-09-02T17:08:06","modified_gmt":"2025-09-02T21:08:06","slug":"mandys-ottawa-is-looking-for-a-guest-experience-manager-gem","status":"publish","type":"job","link":"https:\/\/mandys.ca\/en\/job\/mandys-ottawa-is-looking-for-a-guest-experience-manager-gem\/","title":{"rendered":"Mandy\u2019s Ottawa is looking for a Guest Experience Manager (GEM)!"},"content":{"rendered":"\n<p>In your role as the Guest Experience Manager at MANDY&#8217;S, you serve as the living embodiment of the brand&#8217;s ethos, radiating positive energy, curating the VIP guest experience, and upholding the core values that define MANDY&#8217;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&#8217;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&#8217;S as a destination where genuine care and personalized service are at the forefront, creating lasting impressions and loyal guests.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">A Day in the Life<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Sales &amp; Performance Strategy<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>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.<\/li>\n\n\n\n<li>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.<\/li>\n\n\n\n<li>Lead daily team rallies and pre-shift briefs that highlight sales goals, menu features, and upselling priorities.<\/li>\n\n\n\n<li>Analyze POS reports and shift-level sales performance to identify high performers, areas of opportunity, and coachable moments that directly influence revenue.<\/li>\n\n\n\n<li>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.<\/li>\n\n\n\n<li>Ensure your FOH team possesses excellent menu &amp; recipe knowledge, alignment to support flawless execution of new product launches, menu launches, campaigns, and limited-time offers that support sales growth.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Coaching &amp; Development<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>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.<\/li>\n\n\n\n<li>Conduct real-time floor coaching and shadowing to correct habits, reinforce selling behaviors, and celebrate wins that contribute to location sales goals.<\/li>\n\n\n\n<li>Facilitate dynamic training sessions and refreshers that align with current sales strategies, new product offerings, and guest experience standards.<\/li>\n\n\n\n<li>Identify and nurture high performers by providing growth opportunities, mentorship, and clear development pathways tied to performance and impact.<\/li>\n\n\n\n<li>Set clear expectations for service excellence and sales contribution, providing honest, timely feedback and holding team members accountable for results.<\/li>\n\n\n\n<li>Partner with the GM to deliver performance reviews that reflect not just service standards but tangible contributions to the location\u2019s financial performance.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Art of Service<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Master and promote the Art of Service to create memorable and exceptional guest experiences.<\/li>\n\n\n\n<li>Develop and implement service standards that emphasize warmth, charm, and personalized interactions.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Unique Service Delivery<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Innovate and implement unique service initiatives that differentiate us from the competition.<\/li>\n\n\n\n<li>Continuously seek opportunities to surprise and delight guests, creating memorable moments.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Front of House Design &amp; Visual Presentation<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Collaborate with the Visual &amp; Design team to translate their merchandising strategies into actionable plans for the dining area.<\/li>\n\n\n\n<li>Monitor and ensure the consistent implementation of visual standards for table settings, decor, and presentation across all shifts and dining periods.<\/li>\n\n\n\n<li>Conduct regular inspections and provide feedback to team members to ensure strict compliance with merchandising guidelines and maintain our reputation for providing sensational spaces.<\/li>\n\n\n\n<li>Train and educate restaurant staff on visual merchandising principles and standards to uphold a cohesive and attractive dining experience.<\/li>\n\n\n\n<li>Continuously evaluate and update merchandising techniques and displays, as per company guidelines, to enhance guest experience and support overall restaurant ambiance.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Employee Management<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Train and coach charmers on the sales floor to ensure they embody our service standards and delight our guests.<\/li>\n\n\n\n<li>Conduct regular feedback sessions and workshops to enhance charmers&#8217; skills and knowledge.<\/li>\n\n\n\n<li>Embody MANDY&#8217;S brand, culture, and values serving as a role model for the team<\/li>\n\n\n\n<li>Foster a professional, inclusive, and feedback-driven work environment<\/li>\n\n\n\n<li>Lead with positivity, empathy, and a commitment to excellence while inspiring others to do the same<\/li>\n\n\n\n<li>Ensure all front-of-house policies, procedures, and standards are followed<\/li>\n\n\n\n<li>Create front of house schedules and oversee the planning, coordination and supervision of team members while consistently meeting labour targets<\/li>\n\n\n\n<li>Create a positive experience for our guests by ensuring front of house team members possess<\/li>\n\n\n\n<li>excellent menu knowledge, suggested pairings, are well trained and produce work that aligns with company standards;<\/li>\n\n\n\n<li>Collaborate with the Kitchen Manager to deliver a seamless guest experience<\/li>\n\n\n\n<li>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 &amp; upselling strategies<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Operations<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Respond to google reviews, escalating any incidents to the appropriate head office channel<\/li>\n\n\n\n<li>Support the KM with inventory counts<\/li>\n\n\n\n<li>Oversee guest satisfaction by addressing complaints and enhancing the dining experience in line with our guest accommodation policies and procedures<\/li>\n\n\n\n<li>Uphold operational standards and identify areas for improvement<\/li>\n\n\n\n<li>Own self-development and ask for on-going feedback from others;<\/li>\n\n\n\n<li>Unlock full potential of front of house employees by providing specific, solution oriented and constant feedback;<\/li>\n\n\n\n<li>Assess team\u2019s performance, recognize changes in team members morale\/performance and address poor performance in a timely way.<\/li>\n\n\n\n<li>Partner with General Manager for team members growth and development and\/or to manage performance concerns;<\/li>\n\n\n\n<li>Responsible for following MANDY\u2019S performance review process with front of house team in partnership with General Manager;<\/li>\n\n\n\n<li>Responsible for overseeing new front of house team member orientation, training and development;<\/li>\n\n\n\n<li>Recruit and hire front of house personnel in conjunction with the General Manager;<\/li>\n\n\n\n<li>Train and coach front of house staff on new recipes, new equipment, menu launches, etc\u2026<\/li>\n\n\n\n<li>Execute administrative tasks and other tasks as requested by the General Manager, District Manager and Head Office team.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">What You Bring to the Table<\/h3>\n\n\n\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-fe9cc265 wp-block-group-is-layout-flex\">\n<ul class=\"wp-block-list\">\n<li>High School diploma or equivalent;<\/li>\n\n\n\n<li>Prior restaurant management experience (1-2 years experience as an assistant manager, floor manager, etc).<\/li>\n\n\n\n<li>Possess a degree in a culinary or hospitality area (asset)<\/li>\n\n\n\n<li>MAPAQ certification (asset)<\/li>\n\n\n\n<li>First-Aid Certified (asset)<\/li>\n\n\n\n<li>French required, written and spoken<\/li>\n\n\n\n<li>Ability to quickly grasp facts, an analytical mind, facility with numbers, attention to detail and the ability to make timely and strategic decisions<\/li>\n\n\n\n<li>Team spirit, leadership and good communication skills<\/li>\n\n\n\n<li>Confidence, integrity, ability to manage stress, energy, autonomy, initiative, flexibility and a focus on quality and organization<\/li>\n\n\n\n<li>Ability to adhere to company policies, programs and meet compliance needs<\/li>\n\n\n\n<li>Comfortable in fast-paced and continuously changing environments<\/li>\n\n\n\n<li>Able to stand for long periods of time and\/or work around heat<\/li>\n\n\n\n<li>Can work around others in close quarters<\/li>\n\n\n\n<li>Knowledge of POS systems (point of sale)<\/li>\n\n\n\n<li>Tech savy (ex: GSuite, Asana, Restock, Canva, etc.)<\/li>\n\n\n\n<li>Able to lift up to 50 pounds<\/li>\n<\/ul>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":true},"categories":[35],"job-type":[77],"class_list":["post-4099","job","type-job","status-publish","hentry","category-bank-street","job-type-guest-experience-manager"],"acf":[],"_links":{"self":[{"href":"https:\/\/mandys.ca\/en\/wp-json\/wp\/v2\/job\/4099","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mandys.ca\/en\/wp-json\/wp\/v2\/job"}],"about":[{"href":"https:\/\/mandys.ca\/en\/wp-json\/wp\/v2\/types\/job"}],"wp:attachment":[{"href":"https:\/\/mandys.ca\/en\/wp-json\/wp\/v2\/media?parent=4099"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mandys.ca\/en\/wp-json\/wp\/v2\/categories?post=4099"},{"taxonomy":"job-type","embeddable":true,"href":"https:\/\/mandys.ca\/en\/wp-json\/wp\/v2\/job-type?post=4099"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}