Guest Experience Manager (Floor Manager) – Midrand

About the role

The Guest Experience Manager (Floor Manager) will lead day‑to‑day operations on the sales floor of a premium gourmet hybrid store in Midrand. This hands‑on leader ensures an energetic, memorable environment while delivering exceptional customer service and operational excellence.

Key responsibilities

• Oversee live floor operations, ensuring efficiency, customer satisfaction and smooth service flow.
• Maintain a constant visible presence on the sales floor, conducting detailed floor walks at shift start, middle and end, plus hourly checks.
• Ensure all departments meet operational, merchandising and presentation standards.
• Lead real‑time execution during peak periods and high‑pressure situations.
• Collaborate across departments to guarantee seamless operational flow and customer experience.
• Represent stockroom inventory appropriately on the sales floor and proactively resolve issues.
• Motivate, coach and develop team members, conducting performance discussions and succession planning.
• Address staff concerns, workplace conflict and operational challenges professionally.

Required profile

• Proven experience leading retail or hospitality floor teams with a visible, hands‑on approach.
• Strong leadership, coaching and mentorship abilities.
• Excellent problem‑solving skills and ability to act quickly under pressure.
• Commitment to fostering a culture of accountability, teamwork and operational excellence.

Required skills