Customer Experience Manager

Four Dogs Tavern/Marshalton Inn - West Chester, PA

Full-time - Mid Level

West Chester, PA

Food Services and Drinking Places

About the position

The Guest Services Manager at The Four Dogs Tavern & The Marshalton Inn is a pivotal role that focuses on ensuring a welcoming atmosphere and operational excellence in our neighborhood dining establishments. Our venues are open year-round, providing patrons with the opportunity to enjoy vibrant outdoor seating during warmer months and inviting indoor dining during cooler seasons. Since our inception, we have been dedicated to serving a fresh and seasonal American brasserie menu, influenced by French culinary traditions. We are seeking a dedicated and knowledgeable professional with a proven track record in managing a bustling, service-oriented restaurant. The ideal candidate will demonstrate a strong work ethic, exceptional organizational and communication skills, and a genuine passion for the hospitality industry, particularly in enhancing guest experiences and driving revenue growth. Proficiency in back-office operations and computer systems is essential for this role.

Responsibilities

• Ensure operational excellence by implementing standards for productivity, quality, and customer service; address challenges and propose system enhancements.
• Oversee daily operations across all facets of the restaurant, ensuring smooth functioning.
• Conduct regular inspections to confirm that the restaurant meets established setup and service standards.
• Ensure adherence to health and safety regulations.
• Assist in the recruitment, scheduling, training, performance evaluation, and termination of staff.
• Lead and motivate dining room and bar teams to coordinate restaurant activities and special events, while sharing vital information.
• Maintain open lines of communication with guests through various channels.
• Recognize and engage with loyal patrons and VIP guests.
• Manage costs by monitoring spending, identifying inefficiencies, and reducing waste.
• Perform additional duties as assigned.

Requirements

• Minimum of 3 years of experience in Front of House Restaurant Management within a high-volume setting.
• Availability for full-time work, including evenings, weekends, and holidays.
• Proficient in Microsoft Office, Adobe Illustrator, Toast POS, and Open Table.
• Experience in menu editing, social media management, and website updates.
• Certification as a Food Manager.
• RAMP Certification.
• Financial acumen to manage daily banking and cash handling tasks.

Benefits

• Comprehensive Health Care Plan
• Paid Time Off (including vacation, sick leave, and company-observed holidays)
• Opportunities for Training & Development