The VIP Host / Guest Experience Manager is the face of elevated hospitality in Front of House (Dining Service), responsible for creating a polished, personal, and memorable experience for high-value guests, VIPs, regulars, and special bookings. This role ensures every visit feels seamless from arrival to departure, while protecting service standards, supporting revenue opportunities, and strengthening guest loyalty.
- Purpose of the role
- Own the guest journey for VIPs, priority bookings, and premium dining/lounge experiences.
- Anticipate guest needs, resolve issues quickly, and ensure service delivery reflects the venue’s brand standards.
- Build lasting relationships that encourage repeat visits, positive feedback, and referrals.
- Position in the organisation / reporting line
- Sits within the Front of House (Dining Service) team and works closely with the Maître d’, Restaurant Manager, Assistant Managers, Floor Managers, and Concierge/Reservations teams.
- Typically reports to the Restaurant Manager, Operations Manager, or General Manager, depending on venue structure.
- Acts as a key link between guests, service staff, and leadership to ensure smooth coordination and consistent execution.
- Key areas of responsibility
- Welcome and seat VIPs, regulars, hosts’ guests, and special occasion bookings with precision and warmth.
- Coordinate table allocation, timing, service pacing, and special requests with the floor team and kitchen.
- Monitor guest satisfaction throughout service, proactively address concerns, and escalate issues appropriately.
- Maintain guest profiles, preferences, and notes to support personalised service and repeat visits.
- Support events, private dining, bottle service, and high-profile reservations where relevant.
- Uphold grooming, etiquette, communication, and brand presentation standards at all times.
- Type of person who succeeds in this role
- Calm, confident, and highly polished under pressure.
- Naturally warm, emotionally intelligent, and excellent at reading people and situations.
- Strong communicator with exceptional attention to detail and a proactive, solution-focused mindset.
- Comfortable balancing hospitality, diplomacy, and commercial awareness in a fast-paced, guest-facing environment.