Guest Relations Assistant Manager, Ralph's Coffee, Madison Ave

About the role

The Assistant Manager, Guest Relations is the hospitality leader of the flagship. This role is fully dedicated to owning, elevating, and protecting the guest journey from arrival to departure.

Responsibilities

• Serve as the constant, visible floor presence during peak business hours.
• Curate a seamless, anticipatory guest journey — from greeting to farewell.
• Lead all guest-facing associates with a hospitality-first mindset.
• Model elevated service behaviors: body language, tone, storytelling, menu fluency, and recovery.
• Resolve guest concerns swiftly, professionally, and with brand-aligned grace.
• Conduct regular food audits to ensure standards meet flagship expectations.
• Front-of-House Leadership & Culture
  • Set the emotional tone of the café — energized, polished, welcoming, confident.
  • Coach in real time to refine service technique and guest connection skills.
  • Drive hospitality training focused on presence, personalization, and luxury standards.
  • Conduct formal performance conversations including quarterly reviews, performance improvement discussions and recognition conversations.
• Brand & Ambiance Stewardship
  • Ensure the café environment — music, lighting, cleanliness, table presentation — supports a premium hospitality experience.
  • Partner with Marketing and Brand teams to flawlessly execute events and activations from a guest-experience perspective.
• Administrative & Business Ownership
  • Create front of house schedules aligned with service expectations and corresponding S&B rates
  • Input and manage schedules within the payroll scheduling system accurately and in a timely manner
  • Oversee Ralph’s Coffee merchandise ordering; maintaining appropriate par levels and monitoring sales trends to prevent out of stock items while minimizing excess inventory
  • Review and reconcile timecards to ensure payroll accuracy and labor compliance
  • Recruit, interview and staff all front of house positions in partnership with the General Manager
  • Aid the General Manager with administrative responsibilities including reporting, communication and special projects as needed

Qualifications

• 5+ years experience leadership experience in luxury hospitality or premium food & beverage environment
• Highly polished communicator with exceptional emotional intelligence
• Deep appreciation for luxury, brand storytelling and elevated service standards
• Passionate about service rituals, storytelling, and brand immersion
• Flexible schedule, including weekends, evenings and special events as required by the business
• Exceptional communication, coaching and interpersonal skills

Skills

• Refined hospitality background
• Deep understanding of luxury service behaviors
• Emotional intelligence
• Leadership in high-touch environments

Benefits

N/A

Pay

$62,000 - $80,500 annually

Schedule

N/A