Operations Manager

Hospitality & Operations ManagerMake People Feel Something. Then Build a Team That Does the Same. Most hospitality is adequate. Guests are greeted, orders are taken, transactions are completed. We're not interested in adequate. We're opening our Paradise Valley location in Fall 2026 and we're looking for someone who understands that genuine hospitality isn't a service standard or a training module — it's a decision you make about how you're going to treat people. Someone who has felt the difference between being served and being genuinely cared for, and has made it their life's work to create that feeling for others. The Hospitality & Operations Manager will be the heartbeat of this location. You'll lead from the floor, run a tight operation, and build a team that doesn't just follow procedures — they make people feel like the most important person in the room. You'll work directly with ownership, and you'll have the trust, the autonomy, and the support to do this right. This isn't a role for someone who manages from a distance. It's for someone who can't help but be present — who notices the guest sitting alone, who remembers how someone takes their order, who finds the small moments to go further than anyone expected. Someone who has learned that the most memorable experiences aren't always the grandest gestures — sometimes it's the smallest, most specific act of care that changes how someone feels about a place forever. We'll teach you our products. We can't teach what you already know about people.Responsibilities Pre-OpeningPartner directly with ownership to prepare the location for a successful, culture-first launchRecruit and hire a team built on hospitality instinct and genuine warmth — not just availability and experienceLead all pre-opening training with a focus on the why behind the guest experience, not just the howEstablish service workflows and daily rhythms that support both operational excellence and human connectionBuild relationships in the Paradise Valley community before the doors ever openGuest Experience & Hospitality LeadershipSet the standard for every guest interaction — and raise it constantlyBe a visible, active presence on the floor every shift — leading by doing, not by directingStep into any role the team needs: behind the counter, receiving a delivery, resetting the floor — whatever it takesCreate a culture where going further than expected isn't a special occasion, it's the baselineNotice the details others miss — the returning guest, the off day, the opportunity to make someone's experience genuinely surprisingTurn difficult moments into the interactions guests remember most — with empathy, ownership, and careBuild genuine relationships with regulars that make them feel known, not just recognizedTeam Leadership & DevelopmentHire for character and heart — skills are teachable, genuine care for people is notCoach in real time, on the floor, in the moment — not just in scheduled reviewsCreate an environment where the team feels as cared for as the guests do — because they can't give what they don't haveDevelop future leaders who carry the hospitality philosophy forward, not just the operational playbookHold people accountable with the same warmth and directness you'd want someone to use with youOperations & Business ManagementOwn the full day-to-day operation — scheduling, opening and closing procedures, floor coverage, cash management, and facility standardsManage P&L with an ownership mindset — labor, COGS, spoilage, and operating costsOversee product receiving from our Phoenix production warehouse — verify deliveries, manage par levels, and maintain visual merchandising and presentation standardsTrack KPIs and report location performance to ownership regularlyEnsure compliance with all company policies, health and safety requirements, and applicable employment lawsBuild operational systems that create consistency without killing the human element