Guest Experience & Operations Manager

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 12 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