Hospitality Operations Lead at Italic Catering, Dickens Opera House & The Passenger Restaurant — NeverHard

30–40 Hours Per Week | Leadership + Service RoleThe Passenger is seeking hospitality professionals who lead from the front.This is a hands-on leadership position for individuals who enjoy serving guests, supporting teammates, building systems, maintaining standards, and helping grow a business.Unlike traditional restaurant management roles, our Hospitality Operations Leads actively participate in service while providing operational leadership. They serve guests, support the bar, train team members, uphold standards, maintain cleanliness, improve systems, support business development initiatives, and help create memorable guest experiences.We are seeking two Hospitality Operations Leads who will play a critical role in shaping the guest experience and operational success of The Passenger.About The PassengerLocated beneath the historic Dickens Opera House, The Passenger offers globally inspired cuisine, craft cocktails, local coffee, private dining experiences, live music, and hospitality designed to encourage guests to slow down, savor, and linger.We are a growing independent hospitality company that values accountability, teamwork, initiative, continuous improvement, and genuine guest connection.Position OverviewThis is a working leadership role.During slower service periods, the Hospitality Operations Lead may independently oversee front-of-house operations, including:HostingServingBeverage preparationGuest engagementPhone inquiriesReservation managementOpening and closing dutiesCleaning and maintenance tasksOperational readinessDuring busier periods, the Hospitality Operations Lead serves as the on-shift leader while actively supporting the team wherever needed.Success in this role requires the ability to move fluidly between leadership and execution while maintaining awareness of the overall guest experience.The Hospitality Operations Lead acts as a steward of the business by controlling waste, protecting company assets, managing labor responsibly, identifying revenue opportunities, supporting business development initiatives, improving guest satisfaction, encouraging positive Google reviews, and treating the restaurant's success as their own.CompensationCompensation is designed to reward leaders who actively contribute to guest service.This position combines leadership responsibilities with hands-on service opportunities, allowing team members to participate in gratuities and service-related earnings when actively supporting service operations.Additional performance incentives may be available based on:Guest satisfactionGoogle review growthOperational executionCleanliness and facility standardsTeam developmentBusiness performanceSuccess in This Role Looks LikeGuests consistently receive exceptional hospitalityPositive Google reviews increase over timeTeam members are well-trained and accountableThe restaurant remains clean, organized, and preparedEquipment and facilities are properly maintainedSOPs are followed and continuously improvedRevenue and guest frequency continue to growOwnership spends less time solving operational problemsThe team operates with an ownership mindsetThe Passenger continues to strengthen its reputation as one of Longmont's most unique hospitality experiences Compensation: $18 - $22 per hour plus tips and gratuity Responsibilities: Guest Experience LeadershipDeliver exceptional hospitality and guest serviceLead by example through professionalism and positivityResolve guest concerns promptly and effectivelyMonitor guest satisfaction throughout serviceBuild relationships with regular guestsSupport private dining experiences, special events, and community gatheringsCreate memorable experiences that encourage repeat visitsGoogle Reviews & Reputation ManagementThe Hospitality Operations Lead plays a critical role in protecting and enhancing the restaurant's reputation.Responsibilities include:Creating memorable guest experiencesIdentifying and recovering guest concerns before they become complaintsEncouraging satisfied guests to leave Google reviewsMonitoring guest feedback trendsSharing guest insights and opportunities with ownershipHelping improve online ratings and guest sentimentTeam Development & TrainingRecruit, onboard, and train new team membersConduct ongoing coaching and mentorshipCross-train staff across service and beverage operationsLead pre-shift communicationFoster accountability and professionalismHelp develop future leaders within the organizationOperational ExcellenceExecute opening and closing proceduresCreate, document, implement, and improve SOPsEnsure policies and procedures are consistently followedMonitor operational readiness throughout each shiftAssist ownership in identifying opportunities for operational improvementSupport inventory and supply managementEnsure recurring operational, maintenance, and facility tasks are completed consistentlyCleanliness, Maintenance & Facility StandardsCleanliness is a core value of our organization.Responsibilities include:Maintaining exceptional cleanliness standards throughout the restaurantEnsuring side work is completed thoroughly and consistentlyPerforming cleaning tasks alongside the teamHolding team members accountable for cleanliness expectationsIdentifying maintenance concerns before they become larger issuesMonitoring equipment care and preventative maintenanceEnsuring critical recurring tasks are completed consistentlyThe Hospitality Operations Lead is responsible for ensuring these tasks are completed, whether personally or through effective delegation and follow-through.Service Leadership ModelThis role is not assigned exclusively to the floor or the bar.The Hospitality Operations Lead is responsible for ensuring the overall guest experience and operational success of the shift.Depending on business levels and personnel needs, responsibilities may include:Serving tablesAssisting behind the barRunning foodHostingSupporting private eventsTraining team membersAssisting other staff members during peak periodsThe successful candidate understands that leadership means identifying where support is needed most and stepping into that role.At times, this may mean leading from the dining room floor. At other times, it may mean supporting the bar, assisting service staff, improving operations, or addressing behind-the-scenes needs.Business Development & Community EngagementWhen guest-facing responsibilities are complete, Hospitality Operations Leads proactively contribute to the growth and improvement of the business.Responsibilities may include:Following up on event and catering inquiriesSupporting private event sales initiativesParticipating in local networking and community outreachBuilding relationships with guests and community partnersAssisting with marketing and promotional initiativesSupporting review generation effortsResearching partnership opportunitiesContributing ideas that improve profitability and guest experienceContinuous ImprovementAt The Passenger, there is always meaningful work available.When guest-facing responsibilities are complete, team members are expected to proactively improve the guest experience, cleanliness, organization, systems, training, facility condition, or business development efforts.Hospitality Operations Leads do not wait to be assigned tasks. They actively identify opportunities to strengthen the business and take initiative to improve them.Ownership MentalityThe ideal candidate:Leads from the front rather than managing from the sidelinesTakes ownership of guest satisfaction and team successDemonstrates strong judgment and accountabilityEmbraces continuous learning and improvementIs willing to perform any task necessary for the success of the teamThis includes serving, bartending, running food, bussing tables, cleaning, event support, training, facility care, and operational projects. Qualifications: Restaurant leadership experience preferredStrong serving experience requiredBartending experience preferredStrong organizational and communication skillsComfortable using restaurant technology, POS systems, online reservation platforms, spreadsheets, email, and digital communication toolsAbility to multitask in a fast-paced hospitality environmentPositive attitude and team-first mentalityAvailability for evenings, weekends, holidays, and special eventsRequired SkillsOperational leadershipConflict ResolutionCoaching and MentorshipCommunication SkillsTime ManagementAttention to DetailProblem SolvingDelegationCustomer Relationship ManagementNetworkingMarketing SupportProactive ImprovementAdaptabilityMultitasking About Company We are a full-service Restaurant, Catering Company, and Venue in business since the year 2002. We are a family-owned, woman-owned, and minority-owned small business. We value Environmental Sustainability. Customer experience is paramount for us, and we are looking for team members who think the same.