Guest Experience & Operations Manager

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 #J-18808-Ljbffr Remote Light, Inc.