Job Title: Guest Experience Executive
Location: London – Hybrid Working / Support Office near Oxford Circus (2–3 days per week)
Salary: To be discussed

The Big Table Group is home to over 200 restaurants across iconic brands including Las Iguanas, Bella Italia, Amalfi, Frankie & Benny’s, Chiquito, Banana Tree and more.

We’re on the lookout for a Guest Experience Executive!

Are you passionate about delivering outstanding customer experiences? Do you stay calm under pressure and genuinely care about resolving issues the right way? We’re looking for someone who will champion the guest voice across our brands and help ensure every interaction leaves a positive impression.

If you’re organised, empathetic, and thrive in a fast-paced environment, this could be the perfect role for you.

What You’ll Be Doing

As a Guest Experience Executive, you’ll support the Group Guest Experience Manager and Brand Teams in managing all guest communications and ensuring responses are handled within agreed service levels.

• Manage and oversee guest feedback channels, ensuring timely, high-quality responses within SLA
• Monitor serious complaints and escalate where necessary, working with relevant departments to support resolutio
• Act as an ambassador for the guest voice, identifying themes, concerns, and opportunities to improve experience
• Support the Head of Guest Insights with research and analysis to help brands better understand guest behaviour
• Contribute to improving overall guest satisfaction and supporting NPS targets
• Support group booking enquiries and liaise with internal teams to ensure smooth delivery
• Build strong cross-functional relationships to drive long-term improvements based on guest feedback
• Always act as a positive ambassador for The Big Table Group

What We’re Looking For

We’re looking for someone who truly puts the guest first and takes pride in delivering high-quality work.

• Excellent customer service skills with a calm, empathetic approach
• Strong written communication skills, confident drafting professional email and social responses
• Ability to manage multiple workstreams and prioritise effectively
• Comfortable handling challenging situations and difficult conversations
• Highly organised, detail-oriented, and deadline-driven
• Strong relationship-building skills across all levels of the business
• Hospitality, retail, or QSR experience desirable but not essential
• Positive, resilient, and adaptable in a fast-moving environment

Benefits

• Competitive Pay & Benefits and Bonus scheme.
• Amazing Discounts – 50% off food and drink across all Big Table Group brands and 25% for friends & family.
• Wellbeing Support – Our We Care program includes a 24/7 virtual GP, mental health support, healthcare cash plan, dental plan, counselling, fitness & diet plans.
• Health Insurance
• Salary Sacrifice – Pension.
• Spend and save platform – access to 100s of retail discounts.
• Supportive, inclusive culture with real opportunities for growth.
• A business that values integrity, collaboration, and continuous improvement.

At The Big Table Group, there’s a seat for everyone. Take your place, share your experiences, and let’s celebrate the differences we all bring every day.

Apply today and take your seat!

Job Title: Guest Experience Executive
Location: London – Hybrid Working / Support Office near Oxford Circus (2–3 days per week)
Salary: To be discussed

The Big Table Group is home to over 200 restaurants across iconic brands including Las Iguanas, Bella Italia, Amalfi, Frankie & Benny’s, Chiquito, Banana Tree and more.

We’re on the lookout for a Guest Experience Executive!

Are you passionate about delivering outstanding customer experiences? Do you stay calm under pressure and genuinely care about resolving issues the right way? We’re looking for someone who will champion the guest voice across our brands and help ensure every interaction leaves a positive impression.

If you’re organised, empathetic, and thrive in a fast-paced environment, this could be the perfect role for you.

What You’ll Be Doing

As a Guest Experience Executive, you’ll support the Group Guest Experience Manager and Brand Teams in managing all guest communications and ensuring responses are handled within agreed service levels.

• Manage and oversee guest feedback channels, ensuring timely, high-quality responses within SLA
• Monitor serious complaints and escalate where necessary, working with relevant departments to support resolutio
• Act as an ambassador for the guest voice, identifying themes, concerns, and opportunities to improve experience
• Support the Head of Guest Insights with research and analysis to help brands better understand guest behaviour
• Contribute to improving overall guest satisfaction and supporting NPS targets
• Support group booking enquiries and liaise with internal teams to ensure smooth delivery
• Build strong cross-functional relationships to drive long-term improvements based on guest feedback
• Always act as a positive ambassador for The Big Table Group

What We’re Looking For

We’re looking for someone who truly puts the guest first and takes pride in delivering high-quality work.

• Excellent customer service skills with a calm, empathetic approach
• Strong written communication skills, confident drafting professional email and social responses
• Ability to manage multiple workstreams and prioritise effectively
• Comfortable handling challenging situations and difficult conversations
• Highly organised, detail-oriented, and deadline-driven
• Strong relationship-building skills across all levels of the business
• Hospitality, retail, or QSR experience desirable but not essential
• Positive, resilient, and adaptable in a fast-moving environment

Benefits

• Competitive Pay & Benefits and Bonus scheme.
• Amazing Discounts – 50% off food and drink across all Big Table Group brands and 25% for friends & family.
• Wellbeing Support – Our We Care program includes a 24/7 virtual GP, mental health support, healthcare cash plan, dental plan, counselling, fitness & diet plans.
• Health Insurance
• Salary Sacrifice – Pension.
• Spend and save platform – access to 100s of retail discounts.
• Supportive, inclusive culture with real opportunities for growth.
• A business that values integrity, collaboration, and continuous improvement.

At The Big Table Group, there’s a seat for everyone. Take your place, share your experiences, and let’s celebrate the differences we all bring every day.

Apply today and take your seat!