Assistant Outlets Manager

Description

• Act as the manager-on-duty for all front-of-house service operations.
• Will be working out of Luminaria, Crafed, The Living Room and Pool Side Dining 
• Oversee nightly execution of service standards, pacing, and guest flow across all outlets.
• Ensure full operational coverage and smooth transitions between outlets, particularly during high-volume nights, holidays, and events.
• Support and reinforce floor plans, table assignments, and reservations using OpenTable or similar platforms.
• Handle shift issues in real-time — guest concerns, service gaps, staff support — with calm, effective leadership.
• Provide real-time coaching and direction to FOH staff including servers, bartenders, hosts, runners, and bussers.
• Assist the Outlet Manager with training, onboarding, and performance reviews.
• Offer guidance to Outlet Supervisors during peak periods and help coordinate team collaboration across outlets.
• Lead pre-shift briefings with clear communication on service priorities, special events, and menu highlights.
• Ensure all guests receive attentive, personalized, and efficient service, especially during PM service.
• Personally engage with VIP guests and large parties, managing touch points throughout their visit.
• Proactively observe service flow and make adjustments to staffing, seating, or timing as needed to protect the guest experience.
• Resolve guest complaints graciously and professionally with follow-through and accountability.
• Assist the front desk operations when necessary providing manager oversight, de-escalation of guest complaints and assisting with service recovery when AGM, GM and FOM are not present
• Assist with evening closeout procedures: cash handling, server checkouts, reporting, and bar accountability across outlets.
• Document shift notes, service issues, and follow-up items for Outlet Manager review.
• Maintain accurate timekeeping records and assist with schedule coverage and adjustments when needed.
• Support inventory tracking, ordering communication, and bar restocking coordination.
• Uphold the standards and spirit of Heritage Companies, celebrating New Mexico’s culture and hospitality through service.
• Ensure all evening operations are aligned with brand expectations, including ambiance, music, cleanliness, and team presentation.
• Promote teamwork and cultivate a positive, professional, and service-driven culture across all food and beverage areas.

Benefits:

• Part-time employees receive: Dental, Vision and 401k!
• Full-time employees receive: Medical, Dental, Vision, Life, Short-Term Disability, Accident, Critical Illness & 401k!

Requirements

• 2+ years of progressive leadership experience in upscale or luxury food & beverage environments.
• Strong working knowledge of restaurant operations, service etiquette, and guest relations.
• Demonstrated ability to lead a team in high-volume, high-expectation settings.
• Familiarity with POS systems (e.g., Aloha), reservation platforms (e.g., OpenTable), and scheduling tools.
• New Mexico Food Handler Certification and Alcohol Server Certification required.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work flexible hours, with a focus on evenings, weekends, and holidays.
• Able to lift/carry 30+ lbs and stand/walk for extended periods.