Hospitality Manager

About the role

The Hospitality Manager supports the Operating Partner and Assistant Operating Partner in championing premium hospitality, maximizing the guest experience, and driving membership growth across our restaurant and golf operations. As a hospitality leader on the floor, they provide team members with a continued training process to directly engage with our community members to foster loyalty and ensure the flawless execution of service standards that leave every guest wanting more.

The Hospitality Manager reports to the Operating Partner.

What you'll do

- Floor Presence: Serve as the primary, high-energy ambassador of hospitality on the floor, actively interacting with guests across the restaurant and greens to cultivate a vibrant, welcoming atmosphere.

- Service Standards: Audit and enforce steps of service, ensuring the concierge, hosts, bartenders, and course marshals deliver a seamless, premium guest journey.

- Conflict Resolution: Turn guest feedback into immediate opportunities for distinction by resolving on-course or dining conflicts with absolute professionalism and speed.

- Culture Training: Lead hands-on on the job training sessions that instill a "One Team" mentality, focusing on cross-training across both restaurant and guest services roles.

- Accountability Coaching: Mentor team members daily on proper verbiage, grooming standards, and behavioral cues to maintain a polished, elite brand presence.

- Membership Sales: Actively drive membership retention and new sales goals by instructing staff on optimal verbiage and best practices for presenting exclusive member benefits.

- Member Relations: Identify and build deep, lasting relationships with recurring members and local VIPs, ensuring they feel recognized and completely at home during visits.

- Event Hospitality: Partner with the sales and events teams during high-volume corporate and private gatherings, serving as the primary hospitality liaison to secure repeat client bookings.

- At all times,, provide a professional image of PopStroke to promote its “Best in Class” philosophy.

- Perform opening and closing procedures. Run shifts and assist with service as needed.

- Adhere to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility, and labor costs.

- Ensure positive guest service in all areas. Respond to complaints, taking all appropriate actions to turn dissatisfied guests into return guests.

- Ensure that proper security procedures are in place to protect employees, guests, and company assets. Ensure a safe working and guest environment to reduce the risk of injury and accidents. Completes accident reports promptly if a guest or employee is injured.

- Maintain a professional image of entire property, including restaurant and golf building cleanliness, proper uniforms, and appearance standards.

- Keep the Operating Partner promptly and fully informed of all issues (i.e., problems, unusual matters of significance and positive events) and take prompt corrective action where necessary or suggest alternative courses of action.

- Maintain a positive working relationship with all company employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.

- Must be ServSafe certified and will uphold all ServSafe guidelines.

- Perform other duties and responsibilities as required or requested.

Qualifications

- Bachelor of Science degree in hotel/restaurant management is desirable. A combination of practical experience and education will be considered as an alternative.

- Knowledge of computers (MS Word, Excel, Outlook, Outlook Calendar).

- Minimum of 3 years of Restaurant Management/Supervision in a high-volume environment.

- Proficient in the following dimensions of restaurant functions: food planning and preparation, purchasing, sanitation, security, company policies and procedures, personnel management, recordkeeping, and preparation of reports.

- Ability to learn the following dimensions of golf functions: Maintenance of golf courses, pars and ordering of supplies, staffing levels.

- Must possess a valid driver’s license.

- Must be eligible to work in the United States.

- Self-discipline, initiative, leadership ability and outgoing.

- Pleasant, polite manner and a neat and clean appearance.

- Ability to motivate employees to work as a team to ensure that food and service meet appropriate standards.

- Must be able to handle the pressures of simultaneously coordinating a wide range of activities and recommend appropriate solutions to restaurant problems.

- Must possess good communication skills for dealing with diverse staff.

- Ability to coordinate multiple tasks such as food, beverage and labor cost while maintaining required standards of operation in daily restaurant activities.

- Ability to determine applicability of experience and qualifications of job applicants

- Due to scheduling requirements, operating hours, and compliance considerations, our roles require candidates to be 18 years of age or older.

PopStroke is an Equal Opportunity Employer

PopStroke participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.