Job Description

We're looking for a professional, motivated, and detail-focused Guest Success Supervisor to lead our central Guest Success team at Hakkasan Mayfair. Based in our guest communications hub, you'll guide a team of agents in delivering outstanding service across phone, email, and digital platforms, ensuring every guest interaction reflects our high standards.

As Guest Success Supervisor, you'll need to:

Lead, train, and support the Guest Success Agents team Oversee daily operations, service levels, and team performance Handle escalated enquiries, complaints, and VIP bookings Collaborate with Reservations and Front of House teams Ensure accurate use of booking and CRM systems Maintain up-to-date knowledge of menus, policies, and availability Drive process improvements and guest satisfaction initiatives Demonstrate experience in a supervisory or senior guest services/call centre role Communicate clearly, confidently, and professionally Stay calm under pressure in a fast-paced environment Be detail-oriented with a proactive, solutions-focused mindset Have experience with SevenRooms or similar platforms Be flexible with shifts, including evenings and weekends Provide proof of eligibility to work in the UK

In addition to the usual benefits, such as meals on duty, uniforms, holidays, pension and life assurance, we also offer the following to all of our valued colleagues:

50% staff discount across all of our restaurants (including takeaway) Wellbeing resources such as nutritional seminars and home workouts Access to Maven: Resources and advice platform for your reproductive and family health journey Employee Assistance Programme, featuring confidential support for any of our team members whenever they need it Gifts for Christmas, Chinese New Year, birthdays and long service milestones Training and development opportunities, such as WSET, development courses, public speaking and more International career opportunities Fun activities to support chosen charities, help the environment and the communities that we live in, and to protect our planet
With over 20 years of industry experience, we consistently set the bar for guest experiences by delivering unforgettable entertainment with innovation and creativity at the core. We strive to exceed expectations and continually reinvent the future of hospitality through our owned operations as well as partnership opportunities.