Assistant GM

The Assistant General Manager ensures exceptional guest experiences from the moment of booking to the end of a meal. You'll help set the tone for warm, professional service while supporting aesthetics, team development, operational systems, and restaurant activations. This role requires confident leadership, a passion for hospitality, and a proactive mindset in both guest-facing and behind-the-scenes work. Responsibilities Service Execution Familiarity with both opening and closing procedures, money handling, and filling in as opening or closing manager as needed. If closing, prepare the team for service by coordinating reservations in the reservation management system (OpenTable), executing the floor plan, and finalizing nightly menus, ensuring adjustments are reflected in the POS. Any change to reservation availability – including closing or blocking service windows – requires GM approval before it is executed in OpenTable. No unilateral closures. Directly monitor and manage the flow of service. Ensure printed menus are kept current and reprinted as needed to reflect pricing, seasonal changes, and menu updates. Customer Experience Respond to telephone and email inquiries in a timely fashion. Monitor the online presence of the restaurant to ensure hours, events, and information are accurate. Actively network and develop relationships with the community. Interact with guests and address issues as they arise, including monitoring and responding to online reviews in coordination with the GM. Relay staff and guest feedback to the executive management team, with urgent matters being addressed in a timely manner. Comfortability with handling angered or intoxicated guests (or reaching out to upper management when necessary). Team Management Write and publish the schedule at least one week in advance. Provide staff feedback and corrective action both during and outside of service, uphold service standards, and follow through with disciplinary action as required. Take part in quarterly performance reviews of the service team, in line with the company's People Analyzer process. Monitor punches and punctuality of the service staff. Assist in recruiting, hiring, and training of FOH staff. Menu knowledge and the ability to test others and hold others accountable for their knowledge of the fixed a la carte and tasting menus. Familiarity with allergies and continual improvement of servicing guests with restrictions. Oversee the bar team, including scheduling, training, and upholding service and pour standards, in coordination with the GM. Administrative Operations Establish and maintain ordering pars for all things related to FOH. Tend to the aesthetic of the restaurant, including flowers and seasonally appropriate decor. Ensure cleanliness standards are maintained, establish structure to delegate proper execution, and monitor deep clean services. Allocation of organizational and facility management tasks to service and support teams or professionals when appropriate (painting, fixing tables, etc.). Own weekly tip tabulation and tracking for MITM service staff, ensuring accuracy before it is passed to the GM. Manage bar inventory and pars, coordinating with the procurement team on ordering to avoid duplicate or conflicting purchasing. Support the GM on payroll-related administration as needed; payroll processing itself is owned by the GM, with cross‑training on payroll to be provided to the AGM over time. Events & Activations Support the Events Manager in executing scheduled events by staffing FOH appropriately and briefing the service team on each event's run of show. Review BEOs provided by the Events Manager and translate them into floor execution – staffing, setup, and service flow – for both FOH and BOH teams. Be present on the floor during events as the point person for the service team and guests, upholding the same hospitality and service standards expected during nightly service. Actively cultivate guest relationships during events, extending the same care and attentiveness to event guests, VIPs, and repeat guests as core dining service. Monitor event execution in real time, resolving service issues as they arise and coordinating with BOH as needed. Monitor the general reservations email for event inquiries and route them promptly to the Events Manager. Provide the Events Manager and GM with feedback on execution quality and ways to improve future events. Who You Are 3–5 years of hospitality leadership experience, preferably in a hybrid service/events environment. Strong understanding of both daily service flow and high-touch event execution, including translating BEOs into floor operations. Able to manage staff across shifts with clarity, consistency, and positivity. Detail-oriented and proactive in anticipating operational needs and guest expectations. Comfortable with POS systems, reservation software (OpenTable), email communication, and project planning. Passionate about restaurant culture, aesthetics, and delivering exceptional guest experiences. #J-18808-Ljbffr Marrow Hospitality