Hospitality Manager

Hospitality Manager – Multi-Unit Operations Company: High Adventure Chicken Brand: Zaxby’s Location: Overseeing 5 Zaxby’s Locations Reports To: Owner / Director of Operations Position Summary We are looking for a strong Hospitality Manager to elevate the guest experience across all five of our Zaxby’s locations. This role is responsible for building a culture of hospitality, accountability, cleanliness, and operational excellence. The Hospitality Manager will work directly with General Managers and leadership teams to improve customer satisfaction, team member engagement, training standards, and overall restaurant atmosphere. This person must be highly organized, people-focused, energetic, and capable of leading by example in a fast-paced environment. This is not just a customer service role — it is a leadership position focused on creating consistent, high-level guest experiences across multiple stores. Key Responsibilities Guest Experience & Hospitality Lead and maintain exceptional hospitality standards across all five locations Ensure every guest receives fast, friendly, and accurate service Monitor guest feedback, online reviews, and customer satisfaction metrics Resolve escalated guest concerns professionally and quickly Develop systems to improve guest retention and repeat visits Conduct hospitality audits and store walkthroughs regularly Create a welcoming atmosphere for guests and team members Team Leadership & Culture Coach managers and team members on hospitality expectations Reinforce company culture, professionalism, and accountability Assist in hiring and onboarding front‑of‑house team members Develop recognition and morale programs for employees Support leadership development within each restaurant Help create a positive, energetic work environment Training & Development Implement hospitality and customer service training programs Ensure all stores follow brand service standards consistently Train leadership teams on guest recovery and conflict resolution Identify operational weaknesses and provide corrective coaching Work alongside General Managers to improve team performance Operational Excellence Ensure dining rooms, restrooms, parking lots, and guest areas remain clean and fully maintained Monitor speed of service and operational flow Assist stores during peak hours and high‑volume periods Support execution of promotions, community events, and local marketing efforts Ensure consistency in presentation, cleanliness, and hospitality across all locations Performance & Accountability Track guest satisfaction trends and improvement opportunities Conduct regular store evaluations and follow‑up action plans Hold leadership teams accountable to hospitality standards Provide weekly reports to ownership on store performance and guest experience Help drive sales growth through improved customer experience Qualifications 3+ years of restaurant management or hospitality leadership experience Multi‑unit restaurant experience preferred Strong leadership and communication skills Passion for customer service and team development Ability to work flexible hours, including nights and weekends Highly organized with strong follow‑through Comfortable coaching managers and holding teams accountable Valid driver’s license and reliable transportation Preferred Traits Positive and energetic personality Strong attention to detail Ability to build relationships with employees and guests Calm under pressure Self‑motivated and solution‑oriented High standards for cleanliness and professionalism Compensation & Benefits (Customize this section based on your structure) Example: Competitive salary Performance‑based bonus opportunities Mileage reimbursement Paid time off Leadership development opportunities Meal discounts Zaxby's is an American chain of fast casual restaurants offering chicken wings, chicken fingers, sandwiches, and salads. The chain operates primarily in the South, and has more than 900 locations. #J-18808-Ljbffr Workstream