Hospitality Training & Guest Satisfaction Manager
Location: EC Diner – Ellicott City, Maryland
Department: Restaurant Operations / Training
Reports To: General Manager / Ownership
Position Type: Full-Time Management Position
Position Overview
EC Diner is seeking an experienced, energetic, and hands-on Hospitality Training & Guest Satisfaction Manager to lead and continuously improve our front-of-house training, service standards, server performance, and overall guest experience.
This position is responsible for creating, teaching, enforcing, and improving EC Diner’s complete hospitality and server-training system.
The mission is simple:
Better-trained servers. Higher sales. Consistent service. Happier guests. More repeat customers.
This is not an office-only training position. The Hospitality Training & Guest Satisfaction Manager will be actively involved on the restaurant floor, observing service, coaching employees in real time, interacting with guests, monitoring sales performance, and ensuring EC Diner's hospitality standards are being followed every shift.
The manager will own the development of servers from their first day through their 30-, 60-, and 90-day development while continuing to coach, retrain, and develop existing team members.
Key ResponsibilitiesServer Training & Development
- Develop, organize, and maintain EC Diner's complete server-training program.
- Ensure every new server receives the same structured training experience.
- Conduct hands-on training with new and existing servers.
- Evaluate employees before they are considered fully trained.
- Identify performance weaknesses and create individualized coaching plans when necessary.
- Conduct ongoing refresher training for existing servers.
- Maintain training materials, evaluations, menu tests, service standards, and other training resources.
- Work directly with restaurant management to ensure training standards are consistently enforced.
- Hold servers accountable for EC Diner's Steps of Service.
- Provide real-time coaching during shifts instead of waiting until problems become habits.
EC Diner Steps of Service
The Hospitality Training & Guest Satisfaction Manager will train, observe, coach, and hold servers accountable for consistently following EC Diner's Steps of Service.
1. Immediate Guest Recognition
Servers must acknowledge and greet every table promptly.
Training will focus on:
- Making immediate eye contact.
- Smiling and creating a welcoming first impression.
- Acknowledging guests even when temporarily busy.
- Making every guest feel noticed and welcomed from the moment they are seated.
2. Beverage & Menu Introduction
Servers should know the menu well enough to guide the guest rather than simply take an order.
The manager will train servers to:
- Introduce specialty beverages and drink opportunities.
- Confidently explain menu items.
- Answer questions regarding ingredients and preparation.
- Ask questions to determine what a guest may enjoy.
- Make specific recommendations based on the guest's preferences.
3. Proactive & Professional Selling
EC Diner servers should not be passive order takers.
The manager will teach servers how to confidently and professionally recommend:
- Appetizers
- Specialty beverages
- Premium menu items
- Upgrades
- Premium sides
- Add-ons
- Desserts
- Other appropriate enhancements
Servers will learn how to use descriptive language that makes recommendations appealing while ensuring guests never feel pressured.
The manager will also monitor sales performance and coach servers on opportunities to increase average guest checks.
4. Order Accuracy
Servers will be trained to:
- Listen carefully.
- Enter orders accurately.
- Repeat or confirm orders when appropriate.
- Understand modifications and special requests.
- Clearly communicate allergies and modifications.
- Communicate effectively with the kitchen.
- Verify food before it reaches the guest whenever possible.
5. Table Maintenance
A clean table is part of the guest experience.
Servers will be trained to:
- Never walk past something that needs attention.
- Remove unnecessary plates, glasses, napkins, and trash.
- Maintain an organized table throughout the meal.
- Continuously scan their entire section.
- Assist other sections when appropriate.
6. Pre-Bussing
Pre-bussing is a major EC Diner service standard.
Finished plates should never remain on a table unnecessarily.
Servers are expected to continuously scan their sections and remove finished dishes throughout the dining experience rather than waiting until the end of the meal.
7. Refills & Anticipating Needs
Servers should anticipate guest needs rather than waiting to be asked.
Training will emphasize:
- Monitoring beverage levels.
- Offering refills proactively.
- Replacing necessary condiments and utensils.
- Recognizing when guests need assistance.
- Treating an empty beverage as an immediate service opportunity.
8. Food Delivery & Check-Back
Servers must ensure guests receive the correct food and check back shortly after food is delivered.
Servers should never assume everything is okay simply because a guest has not complained.
The check-back should confirm:
- Food was prepared correctly.
- The guest has everything they need.
- No additional sauces, condiments, beverages, or utensils are needed.
- Any problem is addressed immediately.
9. Dessert & Final Selling Opportunity
Every appropriate table should receive a dessert recommendation.
Rather than simply asking, "Anything else?", servers should confidently introduce specific desserts and final opportunities.
10. Guest Departure
The final impression should be as strong as the first.
Servers will be expected to:
- Genuinely thank guests.
- Make guests feel appreciated.
- Invite them to return.
- Recognize regular guests whenever possible.
- End every experience on a positive note.
New-Hire Onboarding & Training
The Hospitality Training & Guest Satisfaction Manager will own and systemize EC Diner's server onboarding process.
Every new server should receive the same structured training experience regardless of which managers or employees happen to be working during their training period.
New-hire training will include:
- EC Diner culture and hospitality expectations
- Employee policies and standards
- Complete menu knowledge
- Steps of Service
- POS training
- Table numbers and restaurant layout
- Food and beverage knowledge
- Suggestive and proactive selling
- Upselling techniques
- Pre-bussing
- Refills and table maintenance
- Food running
- Teamwork
- Guest complaints and service recovery
- Professional appearance
- Communication with the kitchen
- Side work
- Opening and closing responsibilities
- Guest recognition
- Guest retention
New employees must demonstrate that they understand and can perform EC Diner's standards before being considered fully trained.
30 / 60 / 90-Day Server Development Program
Training does not end after an employee's initial training shifts.
The Hospitality Training & Guest Satisfaction Manager will oversee a structured 30-, 60-, and 90-day development program for new servers.
First 30 Days – Foundation
The first 30 days will focus on:
- Menu knowledge
- Steps of Service
- Order accuracy
- POS competency
- Timing
- Pre-bussing
- Refills
- Table maintenance
- Professionalism
- Basic suggestive selling
The manager will identify weaknesses early and provide additional coaching before poor habits develop.
60 Days – Performance
By 60 days, training will advance to:
- Stronger sales techniques
- Proactive selling
- Increasing average guest checks
- Better menu recommendations
- Section management
- Speed and efficiency
- Anticipating guest needs
- Handling difficult situations
- Service recovery
- Teamwork
Individual performance should be reviewed and compared against EC Diner's expectations.
90 Days – EC Diner Standard
By 90 days, servers should demonstrate consistent performance in:
- Hospitality
- Steps of Service
- Sales
- Menu knowledge
- Pre-bussing
- Refills
- Table maintenance
- Guest interaction
- Teamwork
- Professionalism
- Guest satisfaction
The manager will conduct a 90-Day Server Performance Review to determine whether the employee is consistently meeting EC Diner standards and identify any additional training required.
Daily Pre-Shift Hospitality Meetings
The Hospitality Training & Guest Satisfaction Manager will develop and conduct short, structured, and energetic daily pre-shift meetings.
Pre-shift meetings should not simply be a list of specials and 86'd items. They should be an opportunity to train and develop the team every day.
Each meeting should include:
Hospitality Focus of the Day
One specific service behavior the team will concentrate on during the shift.
Sales Focus of the Day
Specific appetizers, beverages, entrées, add-ons, upgrades, desserts, or other items servers should actively recommend.
Menu Knowledge
One menu item, ingredient, preparation method, or menu question to strengthen product knowledge.
Steps of Service Reminder
One service standard management will specifically observe during that shift.
Guest Satisfaction Focus
A reminder about anticipating guest needs and creating an experience that encourages guests to return.
Employee Recognition
Recognize servers who have demonstrated exceptional hospitality, sales, teamwork, improvement, or guest recovery.
Shift Information
Communicate specials, 86'd items, large parties, events, staffing considerations, and other important information.
Pre-shift meetings should be short, consistent, educational, and motivating.
Server Sales Training & Performance
A major responsibility of this position is helping turn servers from order takers into professional salespeople and hospitality professionals.
Training will include:
- Passive selling vs. proactive selling
- Professional and confident sales techniques
- Reading the guest
- Making specific recommendations
- Using descriptive language
- Appetizer sales
- Specialty beverage sales
- Add-ons and upgrades
- Premium menu recommendations
- Dessert sales
- Increasing average guest checks
- Identifying missed sales opportunities
- Balancing sales with genuine hospitality
The manager will monitor individual server performance and provide coaching based on sales results.
Selling should enhance the guest experience — never make the guest feel pressured.
Guest Satisfaction & Retention
The ultimate measurement of this position is not simply today's sale.
It is whether the guest wants to come back.
The Hospitality Training & Guest Satisfaction Manager will:
- Regularly walk the dining room and touch tables.
- Speak directly with guests about their experience.
- Identify dissatisfaction before a guest leaves.
- Assist with guest complaints and service recovery.
- Follow up on service issues.
- Track recurring service problems and trends.
- Coach servers based on guest feedback.
- Recognize repeat guests.
- Encourage employees to build relationships with regular customers.
- Help create memorable guest experiences.
- Work with management to improve guest retention.
- Help turn first-time guests into regular customers.
- Monitor online and direct guest feedback when appropriate.
- Communicate recurring operational or service concerns to management.
Performance & Accountability
The Hospitality Training & Guest Satisfaction Manager will help management evaluate the effectiveness of training through measurable results, including:
- Server sales performance
- Average guest check
- Appetizer sales
- Beverage sales
- Add-on and upgrade sales
- Dessert sales
- Steps of Service compliance
- Guest complaints
- Guest compliments
- Service recovery
- Training completion
- 30-, 60-, and 90-day employee performance
- Guest satisfaction
- Repeat guest behavior and retention
The purpose of these measurements is not simply to identify poor performance. They should be used to recognize strong employees, identify coaching opportunities, and continuously improve the EC Diner service experience.
Qualifications
The ideal candidate will have:
- Restaurant management, training, hospitality, or front-of-house leadership experience.
- Strong understanding of full-service restaurant operations.
- Experience training and developing servers.
- Excellent communication and coaching skills.
- Strong knowledge of suggestive selling and upselling.
- A guest-first hospitality mindset.
- Confidence providing constructive feedback and holding employees accountable.
- Strong organizational and follow-through skills.
- Ability to lead and motivate different personalities.
- Ability to remain professional and solution-focused during high-volume shifts.
- Strong understanding of guest complaints and service recovery.
- Ability to analyze server performance and identify opportunities for improvement.
- Willingness to work directly on the restaurant floor, including nights, weekends, holidays, and high-volume shifts as required.
What Success Looks Like
Success in this position means:
Servers know the menu.
Servers follow the Steps of Service.
Servers sell confidently.
Tables stay clean.
Drinks stay filled.
Guests don't have to ask for basic service.
Problems are identified before guests leave.
New employees receive consistent training.
Existing employees continue improving.
Average checks increase without sacrificing hospitality.
Guests feel recognized and appreciated.
Guests come back.
Our Standard
At EC Diner, we don't want guests simply satisfied with their meal.
We want them to leave thinking about when they're coming back.
The Hospitality Training & Guest Satisfaction Manager will be responsible for helping make that standard part of every server, every shift, and every table.
Pay: $51,263.59 - $61,736.80 per year
Work Location: In person
