Job Description

This position is eligible for bonus up to 20%.

 
Day-to Day Operations

• Support General Managers with daily operational questions such as but not limited to POS issues, FOH standards and guest service concerns discuss guidance and execution.
• Filters inquiries, answer questions that can be answered immediately and escalate only when necessary to the Ownership.
• Ensure floor plans, opening/closing checklists and service sequences are consistently followed.
• Monitor café performance in real time (e.g., ticket times, café flow, etc.).
• Track maintenance of café ambiance standards: table setups, displays, lighting, music levels, cleanliness, etc.
• Retain ongoing oversight to ensure DOH compliance across all locations.
• Deposit cash at company bank for all locations.
• Partner with Culinary Director ensuing seamless workflow between FOH and BOH to maintain consistency.
• Conduct weekly staff meetings and 1-1 performance meetings with all management.
• Visit all locations regularly ensuring operational standards and overall performance is meeting/exceeding expectations.

Implementations

• Verify any new policies, procedures and/or operational standards rolled out by the Support Office are fully executed and maintained across all locations.
• Ensuring General Managers and teams complete required tasks tied to new initiatives such as but not limited to updated checklists, weekly payroll, reporting tools, brand standards, guest-service protocols, DOH logs and/or operational systems.
• Monitor ongoing compliance with company expectations and providing feedback or corrective coaching when execution falls short in real time.
• Discuss potential operational changes with Ownership prior to implementation.

Manage Equipment Issues

• Serve as the first point of coordination for any equipment-related concerns including but not limited to service requests, vendor communication, troubleshooting steps and follow-up to ensure issues are resolved.
• Maintain awareness of all FOH and BOH equipment performance (e.g., smallwares, appliances, refrigeration, electrical fixtures, etc.) to help sustain operational continuity.
• Document recurring equipment challenges to support long-term maintenance planning and budget alignment.
• Notify status to Ownership in real time.

Manage Staffing & Issues with GM Support

• Support General Managers in interviewing and onboarding of all FOH and Dishwashing staff.
• Coach FOH teams on touch-table standards, café hospitality style and beverage sequence.
• Address performance, work habits, conduct and policy issues as necessary.

Department of Health (DOH) Regulation & Compliance

• Ensure all locations consistently meet or exceed DOH regulations and food safety standards.
• Develop and maintain DOH readiness systems including logs, checklists and inspection protocols.
• Conduct regular internal audits to identify compliance gaps before inspections.
• Partner with General Managers and Culinary leadership to correct violations and implement preventative measures.
• Ensure proper training and accountability for sanitation, food handling, allergen management and temperature controls.
• Serve as primary escalation and response leader during DOH inspections or violations.

Lead Overall Private Events Program

• Own the execution of all private events across locations.
• Ensure events align with brand standards, revenue goals and guest experience expectations.
• Develop standardized private event packages including pricing, menus, beverage offerings and service levels.
• Ensure packages are operationally feasible and easily executable by café teams.
• Review and refine offerings based on performance, guest feedback and profitability.
• Manage private event inquiries using existing event packages discussing with Ownership any requests outside of standard offerings.
• Ensure proposals reflect consistent brand messaging, clear deliverables and operational clarity.
• Partner with General Managers to support custom requests when appropriate.
• Coordinate staffing plans, prep timelines, space usage and equipment needs with GMs.
• Ensure clear communication of event expectations and execution plans.
• Confirm alignment on roles, responsibilities and escalation protocols.
• Ensure seamless on-site execution of events through proper staffing, setup and service flow via General Manager
• Support troubleshooting during live events as needed.
• Conduct post-event reviews to identify wins, challenges and opportunities for improvement.

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