Guest Experience Representative

About Soul Mama UK:

At Soul Mama UK, we’re all about bringing soulful, delicious flavours to life in a vibrant

and inclusive environment. Our mission is simple: to create memorable experiences

that nourish the body and the soul. As a music venue and restaurant chain that’s

rapidly expanding, we pride ourselves on delivering excellent food, fantastic customer

service, and an energetic atmosphere that keeps our guests coming back for more.

We're on the lookout for an enthusiastic and dynamic Assistant Manager to join us at

our flagship location at The Gantry, Stratford, London. If you’re passionate about

creating incredible dining experiences and have a flair for managing teams, we’d love

to hear from you!

Guest Experience Representative – Soul Mama

Location: Stratford, London (and future venues)

Reports to: Chief of Staff / General Manager / Directors

Job Overview

Soul Mama is where incredible live music meets vibrant Caribbean-inspired food and

unforgettable hospitality. As a Guest Experience Representative, you will be the first

point of contact for our guests, managing the full journey from initial enquiry through

to in-venue experience.

This is a hybrid role combining hostess, receptionist and administrative

responsibilities, supporting both guest-facing operations and senior management.

You will play a key role in ensuring reservations are managed efficiently, guest

communications are handled professionally, and the overall guest experience

reflects the energy and standards of Soul Mama.This is a fast-paced, high-impact role suited to someone who is organised, confident

and passionate about hospitality and live events.

Key Responsibilities

Guest Experience & Hosting

• Act as the first point of contact for all guests entering the venue.
• Deliver a warm, professional and engaging welcome at all times.
• Manage reservations, walk-ins and seating flow efficiently.
• Support queue management and guest expectations during busy periods and

live events.

• Ensure all guests are informed of live shows, timings and venue offerings.
• Maintain a clean, organised and presentable reception/host area.

Reservations & Guest Communications

• Manage booking platforms (e.g. OpenTable, Universe or equivalent systems).
• Respond to guest enquiries via email, phone and online platforms in a timely

and professional manner.

• Ensure deposits, ticketing and booking terms are clearly communicated.
• Maintain accurate guest notes, preferences and booking details.
• Coordinate large bookings, pre-orders and special requests across

departments.

Administrative Support

● Provide administrative support to the General Manager, Chief of Staff and

senior team.

● Maintain booking records, event sheets, guest lists and operational

documentation.

● Assist with reporting including covers, booking trends and guest feedback.

● Support internal communication between departments.

● Assist with guest database and CRM management where applicable.

Event & Service Coordination

● Support the coordination of live events and private hires.

● Assist with guest lists, seating plans and pre-event organisation.

● Liaise with floor, bar, kitchen and events teams to ensure smooth service

delivery.

● Support VIP and artist-related guest coordination where required.

● Guest Feedback & Experience Management

● Monitor guest feedback and online reviews.

● Escalate complaints appropriately and support resolution.

● Identify trends and provide feedback to management.

● Contribute to continuous improvement of the guest experience.Operational Support

● Support floor operations during busy periods where required.

● Assist with light hosting, running or coordination tasks.

● Ensure the venue is always show-ready in terms of presentation and

atmosphere.

Skills & Experience

● Previous experience in hospitality, reception, reservations or administrative

role.

● Confident managing guest interactions in a fast-paced environment.

● Strong organisational and administrative skills.

● Excellent verbal and written communication.

● Experience using booking systems (OpenTable, ticketing platforms or similar)

preferred.

● Comfortable working evenings, weekends and live event schedules.

● Proficient in email, spreadsheets and basic reporting tools.

● Experience in live music, events or cultural venues desirable but not essential.

Core Competencies

● Exceptional customer service and guest engagement

● Strong organisational and time management skills

● Attention to detail and accuracy

● Ability to multitask and prioritise effectively

● Professional communication and phone etiquette

● Problem-solving and conflict resolution

● Commercial awareness and upselling ability

● Team collaboration and cross-department communication

● Calm and composed under pressure

● Positive attitude and adaptability

Desirable but not essential:

● Experience working in a live music venue, theatre bar, or cultural space.

● First Aid trained.

● Confidence engaging with performers, sound engineers, and creatives.

Why Join Soul Mama?

You’ll be joining one of London’s most exciting cultural venues, a bold fusion of

music, food, and community. We’re growing fast, with future sites in Westfield and

Newcastle, and there are huge opportunities to grow with us.At Soul Mama, we don’t just serve food and music, we serve moments. If you’ve got

the energy, creativity and ambition to help build a venue that’s full of heart, rhythm

and soul, we’d love to hear from you

Pay: Up to £28,000.00 per year

Benefits:

• Company events
• Discounted or free food
• Employee discount

Application question(s):

• Do you have experience using Microsoft Office ?

Experience:

• Hospitality: 1 year (preferred)
• Administrative: 2 years (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person