Operations & Guest Experience Lead

Jose Andres Group; New York (NY); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Bonus opportunities

Health benefits

Retirement plans

Employee dining discounts

Job summary

José Andrés Group in New York seeks an Assistant General Manager to partner with the General Manager on flawless daily operations and an exceptional guest experience. This hands-on leader will develop supervisors, drive sales, manage costs, and ensure compliance with JAG standards.

The AGM will lead floor operations across all dayparts, oversee SOPs, and collaborate on inventory, schedules, and staff development. A flexible schedule including nights and weekends is required for success.

Qualifications

• 3–5+ years of progressive FOH leadership in upscale/casual-fine or fine dining.

Responsibilities

• Lead floor operations to JAG service standards across all dayparts and activations (à la carte, bar, private dining, events).
• Execute and uphold SOPs; identify gaps and propose improvements.
• Oversee opening/closing, cash handling, reservations/guest flow, table management, and shift deployment.
• Ensure facility readiness, cleanliness, maintenance follow-up, and adherence to health, safety, and labor regulations.
• Drive topline through hospitality-driven sales: reservations strategy, pacing, upselling, features, and promotional initiatives.
• Support local marketing activations, community outreach, and guest recovery that builds loyalty.
• Monitor guest feedback platforms, address trends with action plans.
• Support P&L management with the GM: weekly tracking, forecasting, and variance analysis.
• Optimize labor through smart scheduling, productivity targets, and in-shift deployment.
• Partner with Culinary/Beverage on inventory accuracy, COGS controls, and waste reduction.
• Recruit, select, and onboard top talent; maintain a strong bench of supervisors/captains.
• Deliver ongoing training and coaching (service, systems, compliance, product knowledge).
• Conduct performance check-ins, document feedback, and support progressive discipline when needed.
• Foster an inclusive, accountable, and learning-focused culture aligned to JAG values.
• Be highly visible on the floor; model anticipatory hospitality and effective table touches.
• Lead service line-ups/pre-shift communications; calibrate standards across FOH stations.
• Resolve guest issues promptly with empathy and sound judgment; follow through on recovery.
• Assist with new concept or seasonal/menu launches, pop-ups, and private dining/event execution.
• Contribute to opening playbooks, training plans, and readiness checklists as assigned.

Skills

FOH leadership

Cost control

Guest service excellence

Communication

Evening/weekend flexibility

Tools

Resy

SevenRooms

TOCK

MICROS

Toast

HotSchedules

Google Workspace

Job description

José Andrés Group in New York seeks an Assistant General Manager to partner with the General Manager on flawless daily operations and an exceptional guest experience. This hands-on leader will develop supervisors, drive sales, manage costs, and ensure compliance with JAG standards.

The AGM will lead floor operations across all dayparts, oversee SOPs, and collaborate on inventory, schedules, and staff development. A flexible schedule including nights and weekends is required for success.