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Position Summary The Hospitality Manager is responsible for creating exceptional guest experiences while driving operational excellence throughout the café and market. This role combines front-of-house leadership, team development, service coaching, and operational management to ensure every guest receives warm, efficient, and memorable service. The Hospitality Manager is a visible leader who sets the tone for hospitality, develops team members, resolves guest concerns, and continuously improves service standards, workflow, and profitability. Primary Responsibilities Guest Experience & Hospitality

• Lead by example by delivering exceptional hospitality during every shift.
• Greet and engage guests, ensuring every customer feels welcomed and appreciated.
• Resolve guest concerns immediately with professionalism and empathy.
• Monitor online reviews and customer feedback, identifying trends and implementing improvements.
• Develop strategies to increase guest satisfaction and repeat business.
• Create memorable moments that exceed guest expectations. Operational Excellence
• Ensure smooth daily café operations with a focus on speed, quality, and consistency.
• Reduce wait times through continuous workflow improvements.
• Monitor ticket times and service bottlenecks.
• Maintain clean, organized, and inviting dining and retail spaces.
• Conduct daily facility walkthroughs using standardized checklists.
• Ensure compliance with all food safety, sanitation, and health regulations. Team Leadership
• Recruit, train, coach, and develop hospitality-focused team members.
• Conduct daily pre-shift meetings emphasizing service standards and priorities.
• Foster a positive, respectful, and accountable workplace culture.
• Provide ongoing coaching and performance feedback.
• Recognize and reward outstanding employee performance. Customer Service Standards Develop and maintain standards for:
• Greeting every guest promptly
• Accurate order taking
• Food presentation
• Table maintenance
• Complaint resolution
• Guest recovery
• Farewell interactions Financial & Operational Performance Monitor and improve key performance indicators including:
• Guest satisfaction scores
• Online review ratings
• Ticket times
• Labor productivity
• Sales per labor hour
• Average check
• Food waste
• Retail conversion
• Repeat customer visits Continuous Improvement
• Analyze operational data to identify inefficiencies.
• Recommend improvements in staffing, scheduling, workflows, and customer flow.
• Collaborate with ownership on menu engineering, merchandising, and service enhancements.
• Implement systems that improve both guest experience and profitability. Qualifications Required
• 3-5 years of hospitality or restaurant management experience.
• Proven ability to lead high-performing teams.
• Exceptional interpersonal and communication skills.
• Strong organizational and problem-solving abilities.
• Experience resolving customer concerns professionally.
• Knowledge of food safety and sanitation standards.
• Ability to thrive in a fast-paced environment. Preferred
• Experience in specialty coffee, cafés, or farm-to-table concepts.
• Familiarity with Toast POS or similar restaurant systems.
• Experience with inventory management and scheduling software.
• Understanding of hospitality metrics and financial reporting. Key Competencies
• Hospitality mindset
• Leadership
• Emotional intelligence
• Coaching and mentoring
• Conflict resolution
• Operational discipline
• Attention to detail
• Adaptability
• Accountability
• Positive attitude Key Performance Indicators (KPIs) The Hospitality Manager will be evaluated on: Guest Experience Operational Performance Maintain 4.

7+ average online review rating Average ticket time under 8 minutes (café items) Resolve 95% of guest concerns before departure Labor cost within budget Increase repeat guest visits Food waste below target Improve guest satisfaction survey scores Mystery shop score above 90% Reduce guest complaints year over year Health inspection score of 100% Leadership Expectations The Hospitality Manager is expected to:

• Be present and engaged on the floor during peak periods.
• Coach in real time rather than manage from an office.
• Hold team members accountable while treating everyone with respect.
• Promote a culture of continuous improvement.
• Model professionalism, integrity, and a genuine passion for hospitality. Success in This Role Within the first 90 days, the Hospitality Manager should:
• Build strong relationships with employees and regular guests.
• Identify and eliminate operational bottlenecks.
• Standardize service procedures and training.
• Improve speed of service and guest communication.
• Establish a guest recovery process that resolves issues quickly and effectively.
• Increase online review ratings and guest satisfaction.

After one year, success will be reflected in measurable improvements in guest loyalty, stronger employee retention, higher operational efficiency, and increased profitability—creating a café known not only for exceptional food but also for consistently outstanding hospitality.

Pay:

$20.00 - $30.00 per hour

Benefits:

Employee discount Application Question(s): Are you available to work days, nights, weekends, and holidays?

Experience:

Hospitality or Restaurant Management:

3 years (Required)

Language:

Spanish (Preferred)

License/Certification:

Food Safety Certification (Preferred)

Work Location:

In person