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About the Role

The Guest Experience & Operations Manager oversees day-to-day front-of-house operations, including service, bar, merchandise, and event support, while developing the FOH team.

Responsibilities

• Lead, mentor, and develop FOH team members including servers, bartenders, and floor support staff.
• Set the tone for service and hospitality on every shift through visible, hands-on floor leadership.
• Issue performance feedback, corrective action, and recognition with consistency and fairness.
• Hold staff accountable to service standards, house policies, and guest experience expectations.
• Coach the GE&O Supervisor and build their capacity to lead independently.
• Participate in hiring, coaching, disciplinary action, and termination of FOH staff.
• Process weekly payroll for the FOH department, ensuring accuracy and timely submission.
• Oversee day-to-day FOH operations including floor service, bar, and guest flow management.
• Manage staff assignments, table management, and bar coverage on every shift.
• Execute opening and closing procedures and shift reporting.
• Manage cash drawers, server and bartender cash-outs, and daily reconciliations.
• Ensure compliance with NYS liquor service laws, health regulations, and safety protocols.
• Handle guest concerns and service recovery with professionalism and urgency.
• Manage bar inventory including ordering, receiving, and variance tracking.
• Manage merchandise inventory, display, and replenishment.
• Ensure all bar and merchandise items are entered and maintained in XtraChef.
• Identify and act on opportunities to reduce waste and improve product cost controls.
• Support private and public events at the assigned location in partnership with the Director of Events.
• Partner on event staffing, floor setup, and day-of service execution.
• Support off-site events and brand activations as needed.
• Drive sales performance through upsell training, suggestive selling culture, and product knowledge development.
• Partner with the Brewery & Sales team on beer releases, seasonal programming, and taproom promotions.
• Track and report on average spend per guest, cover counts, and service metrics to location leadership.
• Support hiring, onboarding, and training of FOH staff in coordination with location leadership.
• Develop and mentor the GE&O Supervisor, building a strong floor leadership pipeline.
• Create and manage the FOH hourly employee schedule, ensuring adequate coverage across all shifts and events.
• Identify individual and team training deficiencies, develop a plan to address them, and execute that training.

Requirements

• 3+ years of front-of-house hospitality experience.
• At least 1–2 years in a supervisory or management role.
• Strong floor presence with the ability to lead with calm authority in a fast-paced setting.
• Proven ability to hold people accountable while maintaining a positive, motivated team culture.
• Experience with bar inventory management, ordering, and cost controls.
• Familiarity with POS systems and scheduling tools.
• NYS Alcohol Training Awareness Program (ATAP) certification or equivalent (or ability to obtain).
• Availability to work evenings, weekends, and holidays.
• Genuine passion for craft beer, hospitality, and delivering an experience guests remember.

Skills

• Leadership
• Mentoring
• Team Development
• Performance Feedback
• Accountability
• Coaching
• Hiring
• Payroll Processing
• Floor Service Management
• Bar Operations Management
• Guest Flow Management
• Opening and Closing Procedures
• Cash Handling
• Reconciliation
• Bank Deposits
• NYS Liquor Law Compliance
• Health Regulations Compliance
• Safety Protocol Compliance
• Guest Complaint Resolution
• Service Recovery
• Bar Inventory Management
• Merchandise Inventory Management
• XtraChef
• Waste Reduction
• Cost Control
• Event Support
• Staffing
• Floor Setup
• Service Execution
• Sales Performance
• Upselling
• Suggestive Selling
• Product Knowledge
• Scheduling
• Onboarding
• Training
• Toast experience (a plus)

Experience Level

• 1-2 years in a supervisory or management role