Service & Hospitality Manager

About the Role 

The Hospitality and Service Manager's primary focus will be on building and maintaining strong relationships with valued guests and employees. In addition to managing service on the floor, this role will work to enhance the restaurant's visibility, attract new clientele, and ensure exceptional guest experiences. The Service and Hospitality Manager will actively work on creating hospitality magic throughout the space.

About One Cornelia 

One address. Three Experiences.

One Cornelia is more than just a premier address, it's also a must-visit destination for some of the City's best food and cocktails. This landmark building, located at the corner of Cornelia and West 4th in the heart of the West Village, brings together three distinctive–and delicious–concepts under one roof. 

Service Management:

• Uphold and maintain the steps of service across all restaurants.
• Ensure training materials are accurate and up to date.
• Create pre-shift templates that both sides can use to ensure staff is aware of changes. 
• Work with General Managers to enhance the employee and guest experience
• Act as the liaison between the two spaces  to encourage collaboration.
• Actively participate in and support service on the floor 
• Hold employees accountable to all standards and practices. Coach and discipline when necessary.

Guest Relations:

• Develop the process of confirming reservations and actively utilize the restaurant's waitlist to maximize our books and accommodate our guests.
• Constantly look for opportunities to personalize and enhance the guest experience
• Collaborate with Front Door & GM team to proactively and continuously fine-tune Resy. 
• Review reservations daily to identify VIPs, occasions, value guests and opportunities to improve guest experience
• Respond to guest feedback (Resy, Google, Yelp, Facebook, Trip Advisor) on a weekly cadence.
• Develop and manage relationships with our regular guests, encouraging repeat visits and fostering a sense of community around our brand. 
• Utilize guest feedback and analytics to identify trends and opportunities for improvement, contributing to ongoing efforts to enhance guest satisfaction and overall restaurant performance.

Community Outreach and Management: 

• Working with marketing teams, connect with influencers, celebrities, high-value clientele, and various communities around the city to entice them to visit One Cornelia. 
• Build relationships to brand visibility and generate positive word-of-mouth marketing. 
• Work closely with the marketing team to support social media campaigns and marketing strategies that boost awareness and outreach. 
• Serve as an ambassador, for the business in the neighborhood, building relationships and establishing One Cornelia as a standard bearer in the industry and the community

Business Acumen and Compliance:

• Work with the General Manager to implement, monitor, and fine-tune clear strategic initiatives to achieve top and bottom-line targets.
• Work with management team on a proactive approach to managing prime costs, with an eye on the daily, weekly, monthly and annual projections, and budgets.
• Work with the General Manager on managing staffing levels, schedules, and systems that allow the restaurant to achieve excellence in operations while taking care of the bottom line.
• Weigh in on the weekly costed schedules and participate in inventories, to show fiscally responsible and an understanding of the budgeted targets.
• Lead daily and weekly walk throughs to ensure facilities are up to our standard.
• Ensure that HR practices are consistent with One Cornelia values and compliant with all local, state and federal laws.                                    
• Lead a best-in-class approach to cleanliness, safety, sanitation, and food safety.
• Provide monthly commentary on Financial performance actual vs. budget with actionable tactics going forward.

Additional Skills and Responsibilities:

• Excellent communication, time management, and problem-solving skills
• Hands-on leader who possesses an ability to adapt and lead change  
• Analytical and organizational skills, as well as the ability to define and effectively solve a variety of changing situations under stress.
• Must possess strong interpersonal skills and the ability to resolve conflicting interests with the goal of obtaining cooperation.
• Passion for exceptional hospitality, food, and beverages.
• Ability to thrive in a fast-paced, entrepreneurial environment.  
• Self-driven, results-oriented, and possesses a solid track-record of leading high-caliber teams, upscale restaurants.
• Flexible work schedules, including nights and weekends
• May be required to lift, carry, push, or pull heavy objects up to 50 lbs.
• Kneel, bend, or stoop, ascend or descend stairs; be on feet for extended amounts of time

Preferred Experience:

• Entry level knowledge of analyzing P&L statements and overall financial performance
• High Volume Experience a plus
• Proficient in a variety of technology systems, especially Microsoft Office (Word, Excel, Outlook, PowerPoint), G-Suite, Toast POS,, Resy, Instagram etc.