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
