Customer Experience Coordinator

Customer Experience Coordinator

Reports to: Restaurant Manager / General Manager
Type: Full-Time / Part-Time
Department: Front of House

Position Overview

The Customer Experience Coordinator is a front-of-house role that blends the responsibilities of server, host, and busser into a single, guest-focused position. This role exists to ensure every guest feels welcomed, attended to, and unhurried throughout their visit — from the moment they walk in until they leave satisfied, never rushed or pressured to vacate their table. Because our restaurant serves as a community hub, this person also plays a key role in building relationships with regulars, local residents, and community partners, helping the space feel like a true gathering point — not just a place to eat.

Key Responsibilities

Guest Greeting & Seating (Host duties)

• Welcome guests warmly upon arrival and manage waitlists/reservations
• Seat guests promptly and accurately based on table availability and party size
• Communicate realistic wait times and check in with waiting guests to maintain a positive experience

Order & Service (Server duties)

• Take food and beverage orders accurately and answer menu questions knowledgeably
• Deliver food and drinks in a timely manner and check in on guests periodically
• Handle special requests, allergies, and modifications with care
• Process payments and handle the check-out process

Table & Floor Maintenance (Busser duties)

• Clear and reset tables promptly between courses and after guests leave
• Maintain cleanliness of dining areas, including floors, table settings, and service stations
• Restock service stations with supplies as needed

Customer Experience Focus (Core to this role)

• Read the room — recognize when guests want quiet time versus attentive service
• Never rush guests to order, finish, or leave; allow tables to linger unless there's a genuine operational need
• Proactively check in without hovering or pressuring additional purchases
• Resolve minor guest concerns on the spot (temperature of food, seating issues, noise, etc.) before they escalate
• Serve as a friendly point of contact for feedback throughout the visit, not just at the end
• Coordinate with kitchen and management to balance guest comfort with table turnover needs — always erring toward guest comfort

Community Relations (Core to this role)

• Recognize and build rapport with regulars, local families, and neighborhood guests — remembering names, preferences, and past visits where possible
• Serve as a welcoming face for the local community, helping new visitors feel like they belong
• Support and help coordinate community-facing events (fundraisers, local partnerships, neighborhood gatherings, seasonal events hosted at the restaurant)
• Communicate with local schools, organizations, or businesses as needed for event planning or partnerships, in coordination with management
• Encourage a warm, unhurried atmosphere that invites guests to treat the space as a gathering spot, not just a transaction
• Represent the restaurant's values and reputation as a trusted, welcoming community fixture, both in-house and in interactions with local partners
• Relay community feedback, ideas, and relationship-building opportunities back to management

Qualifications

• Prior experience in a restaurant, hospitality, or customer service role preferred
• Strong communication and interpersonal skills; comfortable engaging with a wide range of people, from regulars to first-time visitors to community partners
• Genuine interest in the local community and building long-term relationships, not just one-time transactions
• Ability to multitask calmly during high-volume periods
• Physical stamina to stand, walk, and carry trays/plates for extended shifts
• Food handler's certification (or willingness to obtain, per local requirements)
• A patient, hospitality-first mindset — this role prioritizes guest comfort and relationship-building over speed

What Success Looks Like

Guests leave feeling cared for, not processed. They never feel like they're being watched for a table turn, but they also never wait long for a refill, a fresh napkin, or an answered question. Regulars feel known and valued, community members see the restaurant as "their" spot, and local partnerships and events run smoothly. Repeat visits, word-of-mouth referrals, and positive reviews mentioning "attentive but not pushy" service and a "real community feel" are the clearest signals this role is working.

Pay: $18.50 - $22.00 per hour

Work Location: In person