Guest Experience & Operations Supervisor

Description

The GE&O Supervisor supports the Guest Experience & Operations Manager in running daily FOH operations at their assigned location. This role leads service staff during assigned supervisor shifts, executes opening and closing duties, handles guest concerns, and serves as the first point of escalation for the floor team. On non-supervisor shifts, this role works alongside the service team in a tipped capacity. The GE&O Supervisor is a key part of the taproom leadership pipeline at MCBC.

Requirements

Floor Leadership

Lead FOH service staff during assigned supervisor shifts, including servers, bartenders, and floor support

Set the pace and standard for service quality on every shift through active floor presence

Make real-time adjustments to staffing coverage, table management, and bar flow as needed

Handle guest concerns and service recovery promptly and professionally

Communicate shift observations, incidents, and performance notes to the GE&O Manager

Operations

Execute opening and closing procedures according to location SOPs

Manage cash drawers, server and bartender cash-outs, and shift cash reconciliations

Ensure compliance with NYS liquor service laws, health regulations, and safety protocols on every shift

Monitor cleanliness, organization, and presentation of the FOH throughout the shift

Support bar and floor operations as needed, including service coverage during peak periods

Team Support

Coach and support service staff in the moment, reinforcing service standards and house policies

Assist with onboarding and training of new FOH team members

Assist with FOH scheduling for all service employees

Provide feedback on team performance to the GE&O Manager

Model MCBC values and hospitality standards in every guest and team interaction

Events

Support event execution at the assigned location in partnership with the GE&O Manager and Director of Events

Assist with event setup, service, and breakdown as needed

Ensure service staff are briefed and prepared for events on assigned shifts

Compensation Structure

This is a hybrid hourly role. Supervisor shifts are compensated at $23.00/hr and are not tip-eligible. Tipped service shifts (2–3 per week) are compensated at NYS minimum wage plus tips. The weekly schedule will designate shift type in advance. Total weekly hours and shift mix are determined by the GE&O Manager in coordination with location staffing needs.

Qualifications

2+ years of front-of-house hospitality experience in a bar, taproom, or restaurant setting

Prior experience in a shift lead, key holder, or supervisory role preferred

Strong floor presence with the ability to direct a team calmly in a fast-paced environment

Guest-first mindset with a natural ability to resolve concerns with professionalism

Basic cash handling experience

NYS Alcohol Training Awareness Program (ATAP) certification or equivalent (or ability to obtain)

Availability to work evenings, weekends, and holidays

Genuine enthusiasm for craft beer and hospitality