About Us:
Cho Cho San are seeking an experienced Guest Experience Operations Manager to join our team on a full-time, ongoing basis, working 38 hours per week.
Role Overview:
The Guest Experience Operations Manager is responsible for ensuring exceptional guest experiences, maintaining operational excellence, and developing high-performing teams. Reporting to the Operations Manager, you will work closely with restaurant managers and leadership to drive service consistency, commercial performance, and continuous improvement.
Key Duties:
Working alongside the restaurant leadership team, your duties will include:
- Lead and continuously improve standards to deliver an exceptional guest experience.
- Oversee guest feedback, complaints resolution and online reputation management.
- Lead, coach and develop supervisors and front of house team leaders to build capability and performance.
- Monitor labour performance, staffing levels and delivery to achieve operational and financial targets.
- Ensure compliance with RSA requirements, WHS legislation, food safety standards and company policies.
- Analyse operational and guest feedback to identify opportunities for continuous improvement.
- Collaborate with management to achieve financial and business performance objectives.
Qualifications and Experience:
To be considered for this position, you should possess the following qualifications and work experience:
- Relevant hospitality management experience – minimum 1 year
- A relevant Diploma Qualification or higher – if no qualifications at least 3 years of relevant experience in lieu of the formal qualification
- Proven experience within a high-volume restaurant environment.
- Strong leadership skills with the ability to coach, develop and motivate teams.
- Sound knowledge of hospitality operations, guest experience standards, and regulatory compliance.
- Excellent organisational, communication and problem-solving skills.
Salary $85,000 to $95,000 + 12% superannuation
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