Senior Hospitality & Service Standards Manager – Multi-Unit (NYC)

Little Ruby's Cafe•New York, NY

8d•$85,000 - $95,000•Onsite

About The Position

The Senior Hospitality & Service Standards Manager – Multi-Unit (NYC) is a hands-on leader responsible for elevating service standards, coaching and developing FOH teams, ensuring consistent execution, and supporting General Managers through structured training, performance management, and guest-experience oversight.

Requirements

3–5+ years of FOH leadership experience in high-volume, upscale-casual or full-service restaurants.
Prior multi-unit oversight strongly preferred.
Proven ability to train, coach, and motivate teams.
Strong communication, emotional intelligence, and leadership presence.
Ability to thrive in a fast-paced, hands-on environment.
Passion for creating outstanding hospitality experiences.
NYC-based role with frequent travel between Little Ruby’s Café and Dudley’s locations.
Flexible schedule required, including nights and weekends.

Responsibilities

Oversee FOH service execution across multiple high-volume NYC locations.
Ensure alignment with WYWHG service standards, brand voice, and hospitality philosophy.
Partner with GMs and senior leadership to implement consistent service SOPs, steps of service, and guest experience protocols.
Lead pre-shift culture, communication, and best-practice development across units.
Conduct ongoing service training, coaching, and performance evaluations.
Support onboarding of new FOH leadership and hourly staff.
Identify gaps in skills or systems and build scalable solutions.
Model exceptional hospitality and develop high-performing teams.
Assist with day-to-day service oversight during peak shifts across multiple venues.
Maintain visibility on the floor, supporting GMs with service flow and guest recovery.
Collaborate closely with culinary leadership, HR, recruiting, and operations.
Ensure compliance with health, safety, and labor standards.
Build strong relationships with regulars and community guests across the portfolio.
Lead VIP and high-profile guest service when appropriate.
Monitor feedback channels and drive continuous improvement.