Position: Hospitality Manager – Front of House Operations
Location: Wayne, PA
Duration: Full Time / Permanent
Salary: $55,000 – $62,000 annually
Reports To: Owners
Mandatory Requirements
- Minimum 2+ years as FOH Manager or equivalent in a restaurant
- 2+ years in high-volume upscale/polished casual dining
- Stable work history (no more than 3 jobs in 6 years)
- Resume must align with the role and clearly tell the story
Mission
- To surprise and delight enough people every day to become America’s Favorite Tea Room.
Position Purpose
- The Hospitality Manager is the operational leader and cultural steward of the guest experience. This role ensures the dining room is consistently warm, welcoming, organized, guest-ready, and executed to the highest standards of hospitality. Success requires more than shift management — it demands building people, developing leaders, enforcing standards, improving systems, solving problems, and creating an environment where guests and team members thrive.
Leadership Philosophy:
- Managers are expected to embody these Core Values:
- Integrity: Do the right thing, even when no one is watching.
- Excellence: Refuse mediocrity; continually raise standards.
- Hospitality: Create moments that make guests and teammates feel valued.
- Accountability: Own outcomes, not excuses.
- Joy: Bring positive energy and pride every day.
Key Responsibilities
1. Guest Experience Ownership
Ensure every guest receives a warm welcome and consistent hospitality touches
Conduct table visits and manage guest concerns with effective recovery
Monitor service flow, pacing, and quality standards
Identify opportunities to surprise and delight guests
2. Dining Room Leadership
- Maintain readiness, cleanliness, and presentation standards
- Monitor table turnover, service timing, and ticket flow
- Support peak service periods and coordinate with BOH and leadership
3. Team Leadership & Development
- Recruit, onboard, and train FOH team members
- Provide real-time coaching and hold staff accountable
- Recognize strong performance and address issues promptly
- Conduct evaluations and foster future leaders
4. Systems Execution
- Ensure consistent execution of FOH systems (opening/closing routines, checklists, service standards, reservations, guest recovery, side work, cleaning, communication)
5. Continuous Improvement
- Identify recurring breakdowns and implement system-based solutions
- Recommend and support process improvements and training updates
6. Scheduling, Labor & Productivity
- Build schedules based on demand forecasts
- Manage labor costs responsibly while protecting guest experience
- Monitor productivity and adjust staffing as needed
7. Administrative Duties
- Complete manager logs and maintain training records
- Document coaching and performance conversations
- Participate in leadership meetings and maintain SOPs
- Track guest feedback and operational trends
Success Measures:
- Guests consistently feel welcomed and cared for
- Standards are clear, enforced, and consistently met
- Service flows smoothly and efficiently
- Dining room remains guest-ready throughout the day
- Continuous improvement becomes part of the culture
Key Competencies:
- Leadership Presence & Hospitality Excellence
- Coaching & Development
- Accountability & Situational Awareness
- Operational Discipline & Systems Thinking
- Emotional Intelligence & Communication
- Organization, Problem Solving & Conflict Resolution
- Time Management
Performance Metrics:
- Guest Experience: Feedback, reviews, recovery effectiveness, service consistency
- Team Development: Retention, training completion, engagement, leadership growth
- Operational Excellence: Dining room readiness, checklist compliance, standards adherence
- Financial Performance: Labor management, productivity, revenue support
- Leadership Impact: Accountability culture, team performance, problem resolution, improvement initiatives
Equal Opportunity Employer (EOE)
