Guest Experience Manager (Fine Dining)

About the role

Cala Restaurant is looking for a Guest Experience Manager in Karachi. The role delivers an exceptional fine-dining experience by making sure every guest feels welcomed and valued, handling feedback, special requests and complaints with professionalism. It covers front-of-house operations such as reservations and seating, and coordinates with the kitchen and management teams; it does not involve managing a team.

Key responsibilities

• Deliver personalized, professional service and a warm, welcoming atmosphere to every guest.
• Handle guest feedback, complaints and special requests promptly and professionally.
• Maintain service standards, including table service, staff grooming, etiquette and full menu knowledge.
• Supervise daily front-of-house operations: reservations, seating arrangements, table turnover and service flow.
• Coordinate with hosts and service staff for smooth guest service.
• Work with the kitchen, management and other departments so food arrives on time and service runs smoothly.
• Manage special occasions and events, resolving operational issues quickly.
• Use hospitality management systems and customer relationship management software to track guest preferences and improve service.
• Monitor quality standards in line with the restaurant's brand reputation and customer expectations.

Required profile

• At least one year of experience in hospitality.
• Strong interpersonal skills and effective coordination.
• Attention to detail in guest relations and service operations.

Required skills

• Hospitality management systems
• Customer relationship management software