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Flagship Facility Services, Inc. · 1 week ago

Regional Guest Experience Manager

NYC Metro Area

Full-time

Hybrid

Senior Level

5+ years exp

Flagship Facility Services, Inc. is seeking a Regional Guest Experience Manager to oversee the Front of House operations across multiple restaurant locations. This role focuses on driving employee engagement, enhancing guest experiences, and ensuring operational excellence while requiring extensive travel throughout New York City and nationwide.

CommercialFacilities Support ServicesFacility ManagementJanitorial Service

Responsibilities

Promote and ensure that all FOH staff is adhering to Flagship’s safety culture. Partner with HR to develop and maintain an employee engagement program that is based on FS core values

Foster, develop and support FOH staff and FOH management to ensure the continuous operation of the kitchens. Collaborate with other management or flagship management members for best practices and support when required

Partner with Human Resources to meet state/federal/local/CBA (collective bargaining agreement) compliances and adherence to Company policy. Align with our client; in order to deliver customer satisfaction and to establish a strong working relationship

Integrate additional programs that add-value and establish best practices to develop strong leadership among FOH leaders. Identify and bring forward areas of opportunity to increase efficiency and operational production in Front of House

Provide weekly/monthly reporting metrics to the National Culinary Experience Director in a timely manner by keeping them informed on high level matters and escalate issues as required

Responsible for consistently meeting the Company’s Key Performance Indicators [i.e., safety, staffing levels, hospitality, attrition, etc.]

Enforce Standard Operation Procedures (SOP) and programs. Conducts weekly operational meetings (or as needed), with frontline leaders to provide guidance, support and motivation in addressing all concerns

Manages all FOH staff, including FOH Managers, FOH Line Employees, monitor scheduling, performance feedback, uniforms, discipline, investigations and terminations

Coordinates/ Assigns tasks for all FOH employees/FOH Managers to give fast and courteous service

Ensures the cleanliness of all Front of the House by keeping to specified standards, passing Health Department audits with a 90% or better, and training staff on proper sanitation guidelines

Set standards for compliance with inventory procedures to check product levels to avoid over-ordering. Inspects dining rooms and service stations during café, and concept visits for neatness/cleanliness, correct food signs, and replenished stations while avoiding contamination

Participate in interviews for new hires

Set standards to accurately record the number of guests dining in the café to give cover numbers to chefs. Must be knowledgeable of food allergens

Monitors and ensures all back up foods are properly labeled and properly stored to HACCP regulations

Check small ware inventories and order replacement as needed

Work directly with executive chefs to ensure all cafes and concepts are properly staffed

Ensure a safety-first mentality among all FOH team

Take part in kitchen managers stage and give feedback

Conduct visits to cafes and concepts to ensure standards are followed. Other duties as assigned

Qualification

FoodBeverage managementManagement Level Food Handlers’ CertificationRestaurant managerial experienceData interpretationMicrosoft Office proficiencyTime managementDelegationInfluencing changeMulti-taskingSense of urgencyInterpersonal skillsCommunication skills

Required

Proven record of high performance, accountability, and reliability in a leadership role

Must have and maintain an active Management Level Food Handlers' Certification (ServSafe) and adhere to local food handler requirement

Excellent time management skills

Ability to work with and support union employees and collaborate with union representatives, as well as with non-union staff

Able to delegate work and hold others accountable for achieving needed results within designated timelines

Ability to identify trends, interpret data

Ability to quickly foster strong inter-personal work relationships

Mid to high level skill in navigation/use of common work programs included in Microsoft Office, as well as ERP, and any other program used by Flagship to conduct business

Strong ability to influence positive change

Excellent verbal skills with an ability to adjust communication style to suit the audience

Ability to manage multiple tasks and projects on a consistent basis

Excellent restaurant/hotel/catering managerial experience

Sense of urgency

Culinary, food and beverage management experience required

5 years of experience in the corporate Front of House, food service industry preferred