The Guest Experience & Operations Manager is a floor leader who owns the guest experience and operational execution of every shift. This role leads from the front, develops the team in the moment, and makes the taproom run.
Position Summary
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.
Key ResponsibilitiesLeadership & 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
Pay: $62,500.00 - $72,500.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
- Professional development assistance
- Relocation assistance
Work Location: In person
