Hospitality Operations Lead

Description

30-40 Hours Per Week | Leadership + Service Role

The Passenger is seeking hospitality professionals who lead from the front.

This is a hands-on leadership position for individuals who enjoy serving guests, supporting teammates, building systems, maintaining standards, and helping grow a business.

Unlike traditional restaurant management roles, our Hospitality Operations Leads actively participate in service while providing operational leadership. They serve guests, support the bar, train team members, uphold standards, maintain cleanliness, improve systems, support business development initiatives, and help create memorable guest experiences.

We are seeking two Hospitality Operations Leads who will play a critical role in shaping the guest experience and operational success of The Passenger.

About The Passenger

Located beneath the historic Dickens Opera House, The Passenger offers globally inspired cuisine, craft cocktails, local coffee, private dining experiences, live music, and hospitality designed to encourage guests to slow down, savor, and linger.

We are a growing independent hospitality company that values accountability, teamwork, initiative, continuous improvement, and genuine guest connection.

Position Overview

This is a working leadership role.

During slower service periods, the Hospitality Operations Lead may independently oversee front-of-house operations, including:

• Hosting
• Serving
• Beverage preparation
• Guest engagement
• Phone inquiries
• Reservation management
• Opening and closing duties
• Cleaning and maintenance tasks
• Operational readiness

During busier periods, the Hospitality Operations Lead serves as the on-shift leader while actively supporting the team wherever needed.

Success in this role requires the ability to move fluidly between leadership and execution while maintaining awareness of the overall guest experience.

The Hospitality Operations Lead acts as a steward of the business by controlling waste, protecting company assets, managing labor responsibly, identifying revenue opportunities, supporting business development initiatives, improving guest satisfaction, encouraging positive Google reviews, and treating the restaurant's success as their own.

Compensation

Compensation is designed to reward leaders who actively contribute to guest service.

This position combines leadership responsibilities with hands-on service opportunities, allowing team members to participate in gratuities and service-related earnings when actively supporting service operations.

Additional performance incentives may be available based on:

• Guest satisfaction
• Google review growth
• Operational execution
• Cleanliness and facility standards
• Team development
• Business performance

Success in This Role Looks Like

Guests consistently receive exceptional hospitality

• Positive Google reviews increase over time
• Team members are well-trained and accountable
• The restaurant remains clean, organized, and prepared
• Equipment and facilities are properly maintained
• SOPs are followed and continuously improved
• Revenue and guest frequency continue to grow
• Ownership spends less time solving operational problems
• The team operates with an ownership mindset
• The Passenger continues to strengthen its reputation as one of Longmont's most unique hospitality experiences

Responsibilities

Guest Experience Leadership

Deliver exceptional hospitality and guest service
• Lead by example through professionalism and positivity
• Resolve guest concerns promptly and effectively
• Monitor guest satisfaction throughout service
• Build relationships with regular guests
• Support private dining experiences, special events, and community gatherings
• Create memorable experiences that encourage repeat visits

Google Reviews & Reputation Management

The Hospitality Operations Lead plays a critical role in protecting and enhancing the restaurant's reputation.

Responsibilities include:
• Creating memorable guest experiences
• Identifying and recovering guest concerns before they become complaints
• Encouraging satisfied guests to leave Google reviews
• Monitoring guest feedback trends
• Sharing guest insights and opportunities with ownership
• Helping improve online ratings and guest sentiment

Team Development & Training

Recruit, onboard, and train new team members
• Conduct ongoing coaching and mentorship
• Cross-train staff across service and beverage operations
• Lead pre-shift communication
• Foster accountability and professionalism
• Help develop future leaders within the organization

Operational Excellence

Execute opening and closing procedures
• Create, document, implement, and improve SOPs
• Ensure policies and procedures are consistently followed
• Monitor operational readiness throughout each shift
• Assist ownership in identifying opportunities for operational improvement
• Support inventory and supply management
• Ensure recurring operational, maintenance, and facility tasks are completed consistently

Cleanliness, Maintenance & Facility Standards

Cleanliness is a core value of our organization.

Responsibilities include:
• Maintaining exceptional cleanliness standards throughout the restaurant
• Ensuring side work is completed thoroughly and consistently
• Performing cleaning tasks alongside the team
• Holding team members accountable for cleanliness expectations
• Identifying maintenance concerns before they become larger issues
• Monitoring equipment care and preventative maintenance
• Ensuring critical recurring tasks are completed consistently

The Hospitality Operations Lead is responsible for ensuring these tasks are completed, whether personally or through effective delegation and follow-through.

Service Leadership Model

This role is not assigned exclusively to the floor or the bar.

The Hospitality Operations Lead is responsible for ensuring the overall guest experience and operational success of the shift.

Depending on business levels and personnel needs, responsibilities may include:
• Serving tables
• Assisting behind the bar
• Running food
• Hosting
• Supporting private events
• Training team members
• Assisting other staff members during peak periods

The successful candidate understands that leadership means identifying where support is needed most and stepping into that role.

At times, this may mean leading from the dining room floor. At other times, it may mean supporting the bar, assisting service staff, improving operations, or addressing behind-the-scenes needs.

Business Development & Community Engagement

When guest-facing responsibilities are complete, Hospitality Operations Leads proactively contribute to the growth and improvement of the business.

Responsibilities may include:
• Following up on event and catering inquiries
• Supporting private event sales initiatives
• Participating in local networking and community outreach
• Building relationships with guests and community partners
• Assisting with marketing and promotional initiatives
• Supporting review generation efforts
• Researching partnership opportunities
• Contributing ideas that improve profitability and guest experience

Continuous Improvement

At The Passenger, there is always meaningful work available.

When guest-facing responsibilities are complete, team members are expected to proactively improve the guest experience, cleanliness, organization, systems, training, facility condition, or business development efforts.

Hospitality Operations Leads do not wait to be assigned tasks. They actively identify opportunities to strengthen the business and take initiative to improve them.

Ownership Mentality

The ideal candidate:
• Leads from the front rather than managing from the sidelines
• Takes ownership of guest satisfaction and team success
• Demonstrates strong judgment and accountability
• Embraces continuous learning and improvement
• Is willing to perform any task necessary for the success of the team

This includes serving, bartending, running food, bussing tables, cleaning, event support, training, facility care, and operational projects.

Qualifications

• Restaurant leadership experience preferred
• Strong serving experience required
• Bartending experience preferred
• Strong organizational and communication skills
• Comfortable using restaurant technology, POS systems, online reservation platforms, spreadsheets, email, and digital communication tools
• Ability to multitask in a fast-paced hospitality environment
• Positive attitude and team-first mentality
• Availability for evenings, weekends, holidays, and special events

Required Skills
• Operational leadership
• Conflict Resolution
• Coaching and Mentorship
• Communication Skills
• Time Management
• Attention to Detail
• Problem Solving
• Delegation
• Customer Relationship Management
• Networking
• Marketing Support
• Proactive Improvement
• Adaptability
• Multitasking