Group Customer Experience & Hospitality Manager- Field Based

Blue Diamond Garden Centres is seeking two Group Customer Experience & Hospitality Managers to support our restaurant operations across the Midlands & North and South regions.

Locations Available:

• Midlands & North Region
• South Region

Based at a Blue Diamond Garden Centre within your designated region, with regular travel to centres across the region.

Salary: Competitive, dependent on experience + Car Allowance + Benefits

The Opportunity

These newly created field-based roles have been designed to elevate customer service standards, strengthen hospitality culture, and ensure every customer receives a warm, welcoming, and memorable experience when visiting our restaurants.

Working closely with Restaurant Operations and Restaurant Managers, you will spend much of your time travelling between centres, coaching teams, driving front of house excellence, and embedding a culture where outstanding customer service is at the heart of everything we do.

This is an exciting opportunity for an experienced hospitality professional who is passionate about people, service standards, and creating exceptional customer experiences.

Key Responsibilities

Customer Experience & Hospitality

• Champion a culture where every customer receives a genuine and immediate welcome.
• Drive exceptional front of house standards across all restaurant locations.
• Ensure customer interactions are warm, engaging, and consistent.
• Identify opportunities to improve customer flow, first impressions, and the overall dining experience.
• Lead initiatives that enhance customer satisfaction, loyalty, and service standards.

Coaching & Development

• Coach and support Restaurant Managers and front of house teams to deliver outstanding customer experiences.
• Develop and deliver hospitality-focused training programmes.
• Promote customer-focused behaviours and service-led leadership.
• Share best practice and drive continuous improvement across multiple locations.

Operational Excellence

• Review front of house structures, team deployment, and customer journeys to maximise service delivery.
• Conduct regular site visits, service reviews, and hospitality audits.
• Support restaurant openings, refurbishments, and key business projects.
• Ensure consistency of hospitality standards across all centres within your region.

Regional Support

• Travel regularly between centres within your region, providing hands-on coaching and support.
• Build strong relationships with Restaurant Managers, and operational teams.
• Act as an ambassador for customer experience and hospitality excellence across the business.

About You

• Significant experience within hospitality, restaurants, cafés, leisure, or customer experience leadership.
• Passionate about delivering exceptional customer service and creating positive customer experiences.
• Proven ability to coach, influence, and develop teams.
• Strong understanding of front of house operations and hospitality best practice.
• Excellent communication and relationship-building skills.
• Comfortable working across multiple locations and driving change through people.
• Full UK driving licence and willingness to travel extensively throughout your region.

What We Offer

• Competitive salary plus car allowance.
• Staff discount across Blue Diamond Garden Centres.
• Ongoing training and development opportunities.
• The opportunity to shape hospitality standards across the UK's leading garden centre group.

We are unable to respond to all applications - if you are not invited to attend an interview, please consider your application unsuccessful on this occasion.