About Us:

Good Good Company operates 5 hospitality venues across Manly, Sydney including Chica Bonita, Sunset Sabi, Busta, Noon, Effies.

We are seeking an experienced Guest Experience Manager to join our team on a full time, ongoing basis, working 38 hours per week across our venues.

Role Overview:

The Guest Experience Manager is responsible for guest experience and service standards systems across all venues of the group, across all service points and service periods. Operating at a systems and multi-venue level, you will lead the development, implementation and continuous improvement of the group's operational frameworks — training systems, guest relations and feedback programs, compliance processes and performance reporting — and embed them consistently at each venue while respecting each venue's individual character.

Reporting to the Group Operations Manager, you will work closely with the VenueManagers and each venue's leadership team, driving consistency, quality and commercial outcomes group-wide through structured systems, standards, coaching and reporting.

Key Duties:

Working across all of our venues alongside each venue's leadership team, your duties will include:

- Lead the design, implementation and continuous improvement of service standards across each venue's bar, dining and functions/events areas.
- Own the group's guest experience frameworks, including feedback systems, complaints handling processes and online review and reputation management.
- Analyse guest insights and service performance data across venues to drive continuous improvement initiatives.
- Drive integration of service systems, procedures and standards across multiple venues and revenue streams,



ensuring operations are managed through structured systems and processes, including a regular cadence of venue visits, service audits and standards reviews.
- Own service-related compliance frameworks across the group — RSA and liquor licensing obligations under each venue's licence, WHS systems and incident reporting — and ensure ongoing audit readiness at every venue.
- Monitor service performance against revenue drivers, KPIs and operational benchmarks for each venue and for the group, and produce operational reports for the Group Operations Manager identifying trends and improvement opportunities.
- Lead, coach and supervise the floor supervisors and team leaders at each venue, and develop and implement group-wide training frameworks that embed service standards and operational expectations.

Qualifications and Experience:

To be considered for this position, you should possess the following qualifications and work experience:

- Relevant hospitality management experience — minimum 1 year.
- A relevant Diploma qualification or higher — or at least 3 years of relevant experience in lieu of the formal qualification.
- Demonstrated capability in compliance and risk systems, including RSA, WHS, incident reporting and audit readiness.
- Proven experience in labour governance and commercial performance management, including rostering, wage control and KPI reporting.
- Experience leading supervisors or team leaders, with accountability for operational systems, performance and customer experience frameworks.
- Strong interpersonal, organisational and problem-solving skills, with the ability to work under limited supervision across multiple sites.

Salary $80,000 + 12% Superannuation

Pay: $80,000.00 per year

Work Location: In person

📌 Guest Experience Manager (Manly)
🏢 Good Good Company AU
📍 Manly