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
