The Community Manager plays a vital role in building and nurturing the social presence, guest relationships, and local brand reputation of the restaurant, club, or lounge. Positioned within the Sales, Marketing & Guest Experience function, this role helps translate the venue’s identity into meaningful engagement across digital channels, events, and in-person interactions. It is a highly visible position that connects the venue to its audience, strengthens loyalty, and supports business growth through consistent community engagement.
- Reporting line and place in the organisation:
The Community Manager typically reports to the Sales & Marketing Manager, Marketing Director, or General Manager, depending on the size and structure of the venue. The role works closely with the guest experience team, reservations, operations, events, and leadership to ensure all communication is aligned with the brand and the guest journey.
- Core responsibilities:
- Manage the venue’s social media communities and respond to comments, direct messages, reviews, and guest feedback in a timely, brand-appropriate manner.
- Build engagement through content planning, online conversations, guest features, influencer interactions, and event promotion.
- Support campaigns, launches, promotions, and special events by creating excitement and maintaining momentum before, during, and after the experience.
- Monitor brand sentiment, identify guest trends, and share insights that help improve service, marketing, and retention strategies.
- Collaborate with the operations team to capture authentic stories, venue moments, and guest experiences that reflect the brand’s personality.
- Help foster a loyal online and offline community that feels informed, valued, and connected to the venue.
- What success looks like:
The strongest Community Managers are outgoing, highly organized, digitally fluent, and brand-savvy. They combine excellent written communication with emotional intelligence, professionalism, and the ability to think quickly in a fast-paced hospitality environment. They understand how to balance creativity with consistency, and how to turn everyday guest interactions into long-term brand advocacy. A successful Community Manager is proactive, approachable, detail-oriented, and passionate about creating memorable connections between the venue and its community.