Experience and Service Manager

About the Role

Are you passionate about crafting unforgettable guest experiences? No.5 Cafe & Larder and Golflands are looking for an Experience and Service Manager to join our team in Mangateretere, Hawke's Bay.

In this full-time role—typically rostered Wednesday through Sunday—you'll be at the heart of everything we do, delivering exceptional service and creating the kind of moments that keep our guests coming back.

As our Experience and Service Manager, you'll blend warm hospitality with operational excellence, ensuring every detail is just right and every visitor leaves with a smile. This is a pivotal position where your leadership will directly shape our reputation and define the No.5 Cafe & Larder and Golflands experience.

If you thrive on making people feel welcome and take pride in setting the highest service standards, we'd love to hear from you.

What you'll be doing

• Leading and managing the front-of-house team to deliver consistently excellent customer service and hospitality
• Overseeing daily operations to ensure smooth service delivery during peak and quiet periods
• Training, mentoring and developing staff members to enhance service quality and professional standards
• Creating and implementing service protocols and best practices that elevate the guest experience
• Managing guest interactions, handling enquiries and resolving any service issues with professionalism and care
• Monitoring and maintaining high standards of cleanliness, presentation and ambiance throughout the venue
• Collaborating with the kitchen and management teams to ensure seamless coordination between front and back-of-house operations
• Gathering guest feedback and implementing improvements based on customer insights
• Managing reservations, special events and group bookings to maximise guest satisfaction
• Maintaining detailed records of service metrics and contributing to performance reporting

What we're looking for

• Proven experience in hospitality management, preferably in a cafe, restaurant or similar venue setting
• Strong leadership skills with the ability to inspire and motivate a diverse team
• Excellent communication and interpersonal skills, with a genuine passion for delivering outstanding customer service
• Demonstrated ability to manage operations efficiently whilst maintaining attention to detail
• Experience in training and developing staff members to high performance standards
• Problem-solving mindset with the ability to handle challenging situations calmly and professionally
• Knowledge of hospitality industry standards, health and safety regulations, and food service protocols
• Strong organisational skills with the ability to multitask and prioritise effectively
• Proficiency with point-of-sale systems and hospitality management software (desirable)
• A customer-focused approach with a commitment to creating memorable experiences
• Flexibility to work varied hours, including evenings, weekends and public holidays as required

What we offer

We are committed to creating a rewarding workplace where our team members can thrive. As Experience and Service Manager, you will benefit from:

• Competitive salary commensurate with your experience and qualifications

• Opportunities for professional development and career progression within the hospitality sector

• A supportive and collaborative team environment where your contributions are valued

• Staff discounts on our cafe and recreational offerings

• A role that directly influences our guest experience and business success

About us

No.5 Cafe & Larder and Golflands is a beloved establishment in Mangateretere, Hawkes Bay, dedicated to providing our community with exceptional food, beverages, hospitality and recreation. We pride ourselves on creating warm, welcoming spaces where guests can relax, connect and enjoy quality offerings in a thoughtfully curated environment. Our commitment to excellence, sustainability and customer care defines our brand. We believe that great hospitality is about more than just serving food and drinks; it is about creating meaningful experiences and fostering genuine connections with our guests. Our team is passionate about hospitality and takes pride in every interaction.

Apply now

If you are an experienced hospitality professional with a passion for delivering exceptional service and creating memorable guest experiences, we would love to hear from you. Please submit your CV, along with a cover letter highlighting your relevant experience and why you would be an excellent fit for the Experience and Service Manager role at No.5 Cafe & Larder.