Hospitality Manager

Position Summary

The Hospitality Manager is responsible for creating exceptional guest experiences while driving operational excellence throughout the café and market. This role combines front-of-house leadership, team development, service coaching, and operational management to ensure every guest receives warm, efficient, and memorable service.

The Hospitality Manager is a visible leader who sets the tone for hospitality, develops team members, resolves guest concerns, and continuously improves service standards, workflow, and profitability.

Primary Responsibilities

Guest Experience & Hospitality

· Lead by example by delivering exceptional hospitality during every shift.

· Greet and engage guests, ensuring every customer feels welcomed and appreciated.

· Resolve guest concerns immediately with professionalism and empathy.

· Monitor online reviews and customer feedback, identifying trends and implementing improvements.

· Develop strategies to increase guest satisfaction and repeat business.

· Create memorable moments that exceed guest expectations.

Operational Excellence

· Ensure smooth daily café operations with a focus on speed, quality, and consistency.

· Reduce wait times through continuous workflow improvements.

· Monitor ticket times and service bottlenecks.

· Maintain clean, organized, and inviting dining and retail spaces.

· Conduct daily facility walkthroughs using standardized checklists.

· Ensure compliance with all food safety, sanitation, and health regulations.

Team Leadership

· Recruit, train, coach, and develop hospitality-focused team members.

· Conduct daily pre-shift meetings emphasizing service standards and priorities.

· Foster a positive, respectful, and accountable workplace culture.

· Provide ongoing coaching and performance feedback.

· Recognize and reward outstanding employee performance.

Customer Service Standards

Develop and maintain standards for:

· Greeting every guest promptly

· Accurate order taking

· Food presentation

· Table maintenance

· Complaint resolution

· Guest recovery

· Farewell interactions

Financial & Operational Performance

Monitor and improve key performance indicators including:

· Guest satisfaction scores

· Online review ratings

· Ticket times

· Labor productivity

· Sales per labor hour

· Average check

· Food waste

· Retail conversion

· Repeat customer visits

Continuous Improvement

· Analyze operational data to identify inefficiencies.

· Recommend improvements in staffing, scheduling, workflows, and customer flow.

· Collaborate with ownership on menu engineering, merchandising, and service enhancements.

· Implement systems that improve both guest experience and profitability.

Qualifications

Required

· 3–5 years of hospitality or restaurant management experience.

· Proven ability to lead high-performing teams.

· Exceptional interpersonal and communication skills.

· Strong organizational and problem-solving abilities.

· Experience resolving customer concerns professionally.

· Knowledge of food safety and sanitation standards.

· Ability to thrive in a fast-paced environment.

Preferred

· Experience in specialty coffee, cafés, or farm-to-table concepts.

· Familiarity with Toast POS or similar restaurant systems.

· Experience with inventory management and scheduling software.

· Understanding of hospitality metrics and financial reporting.

Key Competencies

· Hospitality mindset

· Leadership

· Emotional intelligence

· Coaching and mentoring

· Conflict resolution

· Operational discipline

· Attention to detail

· Adaptability

· Accountability

· Positive attitude

Key Performance Indicators (KPIs)

The Hospitality Manager will be evaluated on:

Guest Experience

Operational Performance

Maintain 4.7 average online review rating

Average ticket time under 8 minutes (café items)

Resolve 95% of guest concerns before departure

Labor cost within budget

Increase repeat guest visits

Food waste below target

Improve guest satisfaction survey scores

Mystery shop score above 90%

Reduce guest complaints year over year

Health inspection score of 100%

Leadership Expectations

The Hospitality Manager is expected to:

· Be present and engaged on the floor during peak periods.

· Coach in real time rather than manage from an office.

· Hold team members accountable while treating everyone with respect.

· Promote a culture of continuous improvement.

· Model professionalism, integrity, and a genuine passion for hospitality.

Success in This Role

Within the first 90 days, the Hospitality Manager should:

· Build strong relationships with employees and regular guests.

· Identify and eliminate operational bottlenecks.

· Standardize service procedures and training.

· Improve speed of service and guest communication.

· Establish a guest recovery process that resolves issues quickly and effectively.

· Increase online review ratings and guest satisfaction.

After one year, success will be reflected in measurable improvements in guest loyalty, stronger employee retention, higher operational efficiency, and increased profitability—creating a café known not only for exceptional food but also for consistently outstanding hospitality.

Pay: $20.00 - $30.00 per hour

Benefits:

• Employee discount

Application Question(s):

• Are you available to work days, nights, weekends, and holidays?

Experience:

• Hospitality or Restaurant Management: 3 years (Required)

Language:

• Spanish (Preferred)

License/Certification:

• Food Safety Certification (Preferred)

Work Location: In person

Salary : $20 - $30