Guest Experience & Operations Manager

Job Description

Job Description

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.

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