Senior Hospitality & Service Standards Manager – Multi-Unit (NYC) at wish You Were Here Group

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

24 May, 26

Salary

95000.0

Posted On

23 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Excellence, Training, Coaching, Performance Management, Guest Experience Oversight, Standard Operating Procedures (SOPs), Pre-shift Culture, Onboarding, Service Flow, Guest Recovery, Compliance, Emotional Intelligence, Leadership Presence, Hospitality

Industry

Hospitality

Description

Description Senior Hospitality & Service Standards Manager – Multi-Unit (NYC) Wish You Were Here Group Based in New York City Salary: $85,000 – $95,000 + Bonus & Benefits Wish You Were Here Group (WYWHG) is a global hospitality company known for creating vibrant, transportive guest experiences through thoughtful design, elevated food & beverage, and best-in-class service. Our brands include beloved neighborhood institutions like Little Ruby’s Café and Dudley’s, along with acclaimed concepts across the U.S. and abroad. We are seeking a highly skilled Senior Hospitality & Service Standards Manager – Multi-Unit (NYC) to oversee daily service excellence, training, and guest experience standards across our East Coast portfolio, focusing on our New York City restaurants: Little Ruby’s Café and Dudley’s. About the Role 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. Key Responsibilities Leadership & Service Excellence 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. Training & Development 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. Operations & Support 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. Guest Experience 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. Qualifications 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. Schedule & Travel NYC-based role with frequent travel between Little Ruby’s Café and Dudley’s locations. Flexible schedule required, including nights and weekends. Compensation $85,000 – $90,000 annual salary Plus performance-based bonus, benefits, and company dining perks.

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Responsibilities

This hands-on leadership role involves overseeing Front of House (FOH) service execution, ensuring alignment with company standards, and partnering with General Managers to implement consistent service protocols across multiple high-volume New York City locations. Key duties include leading service training, coaching FOH teams, managing performance, and maintaining visibility on the floor during peak shifts.