Guest Experience Manager - Atlanta

Position Overview

The Guest Experience Manager (GEM) in Atlanta is responsible for delivering a highly personalised, memorable hospitality journey for every visitor to F1 Arcade. This position is designed to raise the bar for guest care in competitive socialising through thoughtful service, close attention to detail, and a strong focus on creating moments that feel special.

Guest Experience and Personalisation

A core part of the role is to create standout experiences tailored to each guest. The GEM will look for opportunities to add surprise and delight based on a guest’s preferences, special events, or personal milestones. This may include arranging a custom dessert, a message, a celebratory drink, or another fitting gesture.

The role also involves speaking with guests in a warm, authentic way to understand why they are visiting, what they enjoy, and what they may need during their time at the venue. This information is then used to shape a more meaningful and memorable visit.

Operational Leadership

The GEM works closely with the wider venue team to make sure the guest journey runs smoothly from start to finish. This includes anticipating needs in advance, coordinating details with colleagues, and ensuring preferences such as menu choices, seating areas, or dietary requirements are reflected in the experience whenever known.

The role reports to the Deputy General Manager and plays an important part in maintaining service quality and operational consistency across guest-facing areas.

Key Responsibilities

• Plan and deliver smooth guest journeys while continuously improving service standards and overall hospitality quality.
• Engage with guests proactively, respond to feedback in a professional manner, and support a team culture focused on excellence.
• Lead and coordinate guest-facing teams, keeping them trained, motivated, and aligned with service expectations.
• Run regular team meetings, review survey results and online feedback, and identify recurring issues or opportunities for improvement.
• Work across departments to develop practical solutions that address service gaps and improve the guest experience.
• Build strong guest relationships to encourage repeat visits and loyalty, including the coordination of VIP and personalised experiences.
• Act as a key contact for guest needs and make sure issues are handled with care and efficiency.
• Monitor guest satisfaction data, prepare reports with insights and action plans, and support initiatives to improve NPS and overall satisfaction.

Skills and Attributes

• Excellent verbal and written communication skills
• Strong leadership and team motivation ability
• Comfort analysing feedback, trends, and operational data
• Problem-solving mindset with a focus on practical improvements
• High attention to detail and service quality
• Flexibility and adaptability in a fast-changing hospitality setting
• Ability to build rapport and manage guest relationships professionally
• Commitment to F1 Arcade core values: Pursuit of Excellence, Positive Energy, Integrity, and Team Spirit

Physical Requirements

This role requires the ability to perform venue duties in a busy hospitality environment. Team members may sit for short periods, communicate frequently by phone or cloud-based video tools, and continuously handle objects and equipment.

The position also involves lifting up to 10 pounds regularly and up to 50 pounds when needed, lifting from floor to shoulder and overhead on occasion, frequent twisting and reaching, constant grasping and manipulation of objects, extended standing and walking, frequent hand washing and sanitation, and the use of knives, slicing tools, and other food preparation equipment. Work may include exposure to hot and cold environments, a compact workspace, and occasional contact with other team members in close quarters.

Equal Opportunity Statement

F1 Arcade is an equal opportunity employer. Hiring decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.