Hospitality Manager - Washington, DC

Job Description

Job Title:

Hospitality Manager

Location:

Washington, DC

Reporting to:

Deputy General Manager

 

Position Overview

Operational Excellence

As a Hospitality Manager, your role is to ensure that every guest at F1 Arcade enjoys an outstanding and memorable hospitality experience. You will embody our commitment to exceptional service and attention to detail, helping to set a high standard in the competitive socializing industry.

Leading from the Front

A key part of your role is leading the front-of-house team to deliver seamless, high-quality service. You will oversee the team during service, ensuring efficiency, consistency, and a warm, welcoming atmosphere for every guest. By providing clear direction, coaching, and hands-on support, you will help maintain high operational standards and foster a strong service culture within the team.

Guest Interaction

Engaging with guests in a warm and genuine way is a key part of your role. By taking the time to understand their needs, interests, and reasons for visiting, you will help create meaningful connections that enhance their experience. Your ability to gather and use guest insights ensures a personalized and welcoming atmosphere.

 

Key Areas of Responsibility

Ensuring Exceptional Service and Operational Excellence

Guest Experience

• Ensure every guest receives a warm welcome and exceptional service throughout their visit.

• Implement and uphold service standards to maintain a high level of guest satisfaction.

• Engage with guests to assess their experience, address needs, and resolve issues promptly.

• Handle guest inquiries, feedback, and complaints professionally to enhance overall satisfaction.

Team Leadership

• Train, support, and motivate the front-of-house team to deliver outstanding hospitality.

• Oversee guest-facing roles, including reception, hosts, and servers, ensuring smooth service.

• Conduct team meetings to share guest feedback, updates, and strategies for improvement.

Operational Excellence

• Monitor guest feedback from surveys, reviews, and direct interactions to identify trends.

• Work with other departments to ensure seamless service and resolve recurring guest concerns.

• Implement process improvements to enhance guest satisfaction, retention, and review scores.

Guest Engagement & Communication

• Build strong guest relationships to encourage loyalty and repeat visits.

• Assist in coordinating VIP experiences and personalised services for special occasions.

• Act as a key point of contact for guests, ensuring their needs are met efficiently.

 

Skills Required

• Strong Interpersonal & Communication Skills Ability to engage professionally with guests, team members, and stakeholders to foster positive relationships, resolve issues, and create a welcoming environment.

• Leadership & Team Motivation Capable of inspi