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.