Guest Experience Supervisor

Be the face of Rotunda and create exceptional experiences from the very first hello.

At Rotunda Bar & Restaurant, we believe that outstanding hospitality begins long before a guest takes their seat. From the first reservation to the final farewell, every interaction is an opportunity to create something memorable.

We are looking for a confident, charismatic and highly organised Guest Experience Supervisor to join our team and play a key role in delivering the exceptional service and warm, welcoming atmosphere that Rotunda is known for.

This is an exciting opportunity for a hospitality professional who thrives in a vibrant, fast paced environment, loves connecting with people and understands how to turn great service into lasting guest relationships.

The Role

As our Guest Experience Supervisor, you will be at the heart of our guest journey, leading the reception and reservations function while ensuring every guest enjoys a seamless, personalised experience.

You will take ownership of reservations, guest communications and the arrival experience across our restaurant, bar, terrace and private dining spaces.

Working closely with our restaurant, events and management teams, you will maximise bookings, support commercial opportunities and ensure that every guest feels genuinely valued.

This is more than a reception role. It is an opportunity to become a key ambassador for Rotunda, combining exceptional hospitality with strong organisational skills and a commercial mindset.

What You'll Be Doing

• Be the welcoming face of Rotunda, greeting every guest with warmth, confidence and professionalism.
• Deliver a seamless guest journey from initial enquiry and reservation through to arrival, departure and follow up.
• Anticipate individual guest needs, including special occasions, dietary requirements and VIP experiences.
• Handle guest feedback and resolve concerns with confidence, empathy and a genuine commitment to service excellence.
• Build meaningful guest relationships and maintain accurate CRM records to encourage loyalty and repeat visits.
• Ensure reception, entrance areas, menus, signage and guest communications consistently reflect our high standards.

Supporting Events and Private Dining

• Act as a key point of contact for group bookings, private dining and exclusive hire events, ensuring an exceptional experience on the day.
• Work closely with our Events and Hospitality teams to coordinate special occasions and deliver seamless experiences.
• Support the promotion and upselling of private dining packages, seasonal menus, wine pairings and exclusive experiences.
• Collaborate with the Events and Kitchen teams to ensure our offerings remain relevant, appealing and commercially successful.

Teamwork and Leadership

• Work closely with restaurant, bar, kitchen and events teams to ensure smooth communication and coordinated service.
• Support the General Manager with daily briefings, sharing important guest information, bookings and event details.
• Set the example for outstanding hospitality standards and support the team during busy services.
• Coach and mentor front of house colleagues, encouraging confidence, professionalism and a genuine guest first approach.

What We're Looking For

We are looking for someone who brings personality, passion and professionalism to everything they do.

You will ideally have:

• Previous experience in a guest relations, reception, reservations or supervisory role within a premium restaurant, hospitality venue or hotel.
• A natural ability to make people feel welcome, valued and looked after.
• Excellent written and verbal communication skills, with confidence in handling guest enquiries and correspondence.
• Experience using reservations platforms such as Collins, SevenRooms or OpenTable, alongside Microsoft Office.
• Strong organisational skills, exceptional attention to detail and the ability to manage competing priorities.
• The confidence to lead by example and positively influence those around you.
• A commercial mindset, with an understanding of how excellent guest experiences contribute to revenue and repeat business.
• The ability to remain calm, composed and solutions focused during busy services.
• A genuine passion for food, drink, hospitality and creating memorable experiences

Makers' benefits

• Company Sick Pay - Up to 5 days after 1 year of service
• Staff Discounts - 50% off in our restaurant and 25% off at our cafés
• Holiday Allowance - Up to 33 days with length of service (an extra 3 days after 3 years and an additional 2 days after 5 years)
• Volunteer Day - One paid day off each year to support a community or charity of your choice
• Hospitality Essentials - Benefit Hub - Discounts on retail, groceries, gyms, and more
• Cycle to Work Scheme
• Refer a Friend Scheme
• Learning & Development - Access to our portal and further education through apprenticeship programmes
• G&F Support Scheme
• Hospitality Action - Access to a confidential Employee Assistance Programme (EAP)
• The Story of Our Makers

Since 2008, our Makers have been creating exceptional hospitality across London's restaurants, cafés, bars, workplaces and event venues. From chefs and bartenders to event professionals and front-of-house teams, we're united by a passion for great food, genuine service and creating experiences people remember.

Nearly 20 years on, that spirit still defines who we are: independent, hands-on, and committed to doing hospitality differently.

Committed to diversity, equality, and inclusivity, we encourage applications from individuals of all backgrounds. Please contact our People team at people@greenandfortune.co.uk should any adjustments be necessary throughout the recruitment process.

Our ESG Commitment

We embed sustainability and responsibility into everything we do, from reducing our environmental impact to supporting our people and local communities. Caring for our people, our communities, and the planet is part of everyday life at Green & Fortune, and every team member plays a role in this.