Job Overview

Job Overview

The Hospitality Manager is responsible for leading, developing, and setting expectations for Coyne’s support team, including hosts, expos, and server assistants. This position is focused on building a strong support team that consistently delivers Coyne’s hospitality standards and provides an exceptional guest experience from arrival through departure.

A second major focus of this position is guest outreach and relationship building. The Hospitality Manager is responsible for identifying opportunities to connect with guests, recognize special occasions, strengthen relationships with frequent and VIP guests, reconnect with past guests, and create experiences that encourage guests to return. In addition, this position oversees reservations and guest flow, private dining and events, Resy administration, and other initiatives that support the overall guest experience. The Hospitality Manager works closely with the General Manager and Assistant General Manager to ensure strong communication and consistent execution throughout the restaurant.

Support Leadership

  • Lead, develop, and oversee Coyne’s support team.
  • Recruit, hire, train, schedule, coach, and hold support team employees accountable to Coyne’s hospitality standards.
  • Maintain a strong host stand presence, providing real-time coaching and ensuring the support team is positioned to meet the needs of the restaurant.
  • Own Resy and reservation management, maximizing available reservations and seating opportunities to drive guest counts and restaurant capacity.
  • Actively manage waitlists, table availability, and guest flow to minimize open seats and maximize the number of guests we are able to serve.
  • Conduct regular support team meetings focused on expectations, training, communication, and continued development.

Guest Outreach & Relationships

  • Lead Coyne’s guest outreach efforts with a focus on building relationships, increasing loyalty, and encouraging repeat visits.
  • Proactively connect with frequent guests, VIPs, special-occasion guests, and other guests where personalized outreach can strengthen the relationship.
  • Maintain accurate guest information and utilize Resy data to identify opportunities for meaningful outreach and engagement.
  • Monitor key guest experience and engagement KPIs, regularly running and reviewing Resy reports to measure performance and ensure established goals are being met.
  • Identify trends and opportunities within guest data and develop strategies to improve guest engagement, retention, and repeat visits.

Team Management General Responsibilities

  • Team assumes responsibility for the day-to-day operations of the restaurant to ensure efficiency and profitability.
  • Provide guidance and implement approved changes to ensure quality Coyne’s standards are met for service, food, and beverages.
  • Work together with the restaurant group to make food and beverage menu changes and ensure that all communication between the front and back of the house is accurate.
  • Help to develop cost-saving strategies to increase profit and manage labor costs.
  • Provide for training to ensure performance objectives are met.
  • Provide leadership and team building for staff.
  • Maintain a positive, friendly, upbeat atmosphere.
  • Investigate and resolve food quality issues and service complaints.
  • Work with HR for all disciplinary actions and hiring needs.

Job Qualifications

Education:

  • High school diploma or equivalent.
  • Some college education preferred.

Experience:

  • Previous management experience a plus.
  • 3 years serving experience required.
  • Excellent oral communication skills required.
  • Positive interpersonal skills required.
  • Must speak English fluently and be able to write in basic English.
  • Must have basic knowledge of computers and Office suite.

License/Qualifications – will be required to hold and maintain:

  • Servsafe alcohol training certification
  • Servsafe food manager certification
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