Guest Experience & Operations Manager

Description

The Guest Experience & Operations Manager is responsible for day-to-day front-of-house operations at their assigned MCBC location, including floor service, bar operations, merchandise, event support, and team development. This role manages the GE&O Supervisor and the full FOH service staff.

Requirements

Leadership & Culture

• 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; all final employment decisions require GM approval
• Process weekly payroll for the FOH department, ensuring accuracy and timely submission
  
  

Floor & Bar Operations

• 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; prepare bank deposits for review and handoff to location leadership
• Ensure compliance with NYS liquor service laws, health regulations, and safety protocols
• Handle guest concerns and service recovery with professionalism and urgency
  
  

Inventory & Merchandise

• 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; own the accuracy of inventory data at the assigned location on an ongoing basis
• Identify and act on opportunities to reduce waste and improve product cost controls
  
  

Events

• 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
  
  

Sales & Revenue Growth

• 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
  
  

Team Development & Scheduling

• 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 directly or in coordination with location leadership
  
  

Qualifications

• 3 years of front-of-house hospitality experience, with 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; Toast experience a plus
• 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