F1® Arcade
Guest Experience Manager – GEM
Location: Boston
Reporting To: Deputy General Manager
Position Overview The role of the GEM is to ensure that every guest who visits F1® Arcade has a truly exceptional, personalised and unforgettable hospitality experience. This unique position exemplifies our dedication to hospitality and attention to detail, setting a new standard in the competitive socialising industry. The primary responsibility is to go above and beyond in crafting personalised, magical moments for our guests, tailoring surprises based on preferences, special occasions, or unique stories. Through engaging interactions, the GEM gathers valuable information to enhance the guest’s overall experience, fostering a deeper connection between the guests and the brand.
Key Areas of Responsibility
Ensuring Exceptional Service & Operational Excellence: Deliver outstanding service by planning seamless guest journeys, implementing and refining service standards, engaging proactively with guests, handling feedback professionally, and leading a well‑trained, motivated team aligned with service excellence.
Operational Management: Oversee guest‑facing teams, conduct regular meetings, monitor feedback through surveys and online reviews, identify trends, implement improvements, collaborate across departments, and develop solutions to address recurring service gaps.
Guest Engagement & Communication: Foster strong guest relationships to encourage loyalty, coordinate VIP experiences and personalised services, and act as the main point of contact to ensure all guest needs are met.
Data & Reporting: Track and analyze guest satisfaction metrics, compile reports with key insights and improvement strategies, and implement initiatives to enhance Net Promoter Scores (NPS) and overall guest satisfaction.
Skills Required
Strong interpersonal and communication skills: The ability to interact professionally and effectively with guests, team members, and stakeholders is critical.
Leadership and motivational skills: The manager should be capable of motivating staff, fostering collaboration, and driving a shared commitment to exceptional service.
Analytical and problem‑solving skills: Analysing guest feedback and operational data to identify improvement opportunities is essential.
Attention to detail: Ensuring that every aspect of the guest experience is meticulously planned and executed.
Adaptability and flexibility: The hospitality industry is dynamic, and the manager must be adaptable to changing circumstances and guest needs.
Ability to consistently demonstrate F1 Arcade Core Values.
Core Values
Pursuit of Excellence
Positive Energy
Integrity
Team Spirit
Basic Physical Requirements When working at an F1 Arcade venue, team members must be able to sit for short periods of time, talk via Cloud‑Based video conferencing and the phone often, hear and manipulate objects constantly. Additional requirements include lifting up to 10 (ten) pounds constantly and up to 50 (fifty) pounds as required, lifting from floor to shoulder constantly and overhead infrequently, twisting and reaching frequently, grasping objects to move or manipulate constantly, working in hot then cold environments for extended periods of time, may inadvertently bump into team members in a relatively small work area, stand and walk for extended periods of time, frequent hand washing and sanitation is required, ability to use knives, slicing equipment and other food preparation equipment, and communicate with guests and other team members and manipulate handheld and desktop devices.
F1 Arcade is an equal opportunity employer. All applicants will be considered for employment without attention to race color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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Reporting To: Deputy General Manager
Position Overview The role of the GEM is to ensure that every guest who visits F1® Arcade has a truly exceptional, personalised and unforgettable hospitality experience. This unique position exemplifies our dedication to hospitality and attention to detail, setting a new standard in the competitive socialising industry. The primary responsibility is to go above and beyond in crafting personalised, magical moments for our guests, tailoring surprises based on preferences, special occasions, or unique stories. Through engaging interactions, the GEM gathers valuable information to enhance the guest’s overall experience, fostering a deeper connection between the guests and the brand.
Key Areas of Responsibility
Ensuring Exceptional Service & Operational Excellence: Deliver outstanding service by planning seamless guest journeys, implementing and refining service standards, engaging proactively with guests, handling feedback professionally, and leading a well‑trained, motivated team aligned with service excellence.
Operational Management: Oversee guest‑facing teams, conduct regular meetings, monitor feedback through surveys and online reviews, identify trends, implement improvements, collaborate across departments, and develop solutions to address recurring service gaps.
Guest Engagement & Communication: Foster strong guest relationships to encourage loyalty, coordinate VIP experiences and personalised services, and act as the main point of contact to ensure all guest needs are met.
Data & Reporting: Track and analyze guest satisfaction metrics, compile reports with key insights and improvement strategies, and implement initiatives to enhance Net Promoter Scores (NPS) and overall guest satisfaction.
Skills Required
Strong interpersonal and communication skills: The ability to interact professionally and effectively with guests, team members, and stakeholders is critical.
Leadership and motivational skills: The manager should be capable of motivating staff, fostering collaboration, and driving a shared commitment to exceptional service.
Analytical and problem‑solving skills: Analysing guest feedback and operational data to identify improvement opportunities is essential.
Attention to detail: Ensuring that every aspect of the guest experience is meticulously planned and executed.
Adaptability and flexibility: The hospitality industry is dynamic, and the manager must be adaptable to changing circumstances and guest needs.
Ability to consistently demonstrate F1 Arcade Core Values.
Core Values
Pursuit of Excellence
Positive Energy
Integrity
Team Spirit
Basic Physical Requirements When working at an F1 Arcade venue, team members must be able to sit for short periods of time, talk via Cloud‑Based video conferencing and the phone often, hear and manipulate objects constantly. Additional requirements include lifting up to 10 (ten) pounds constantly and up to 50 (fifty) pounds as required, lifting from floor to shoulder constantly and overhead infrequently, twisting and reaching frequently, grasping objects to move or manipulate constantly, working in hot then cold environments for extended periods of time, may inadvertently bump into team members in a relatively small work area, stand and walk for extended periods of time, frequent hand washing and sanitation is required, ability to use knives, slicing equipment and other food preparation equipment, and communicate with guests and other team members and manipulate handheld and desktop devices.
F1 Arcade is an equal opportunity employer. All applicants will be considered for employment without attention to race color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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