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Department: Café at Thistle Farms   

Reports to: Vice President of Operations & Finance

Pay Grade: 8-E Director/Senior-Level Support 

Pay Range: $60,000 - $89,000 

Job Summary 

Thistle Farms is a nonprofit justice enterprise dedicated to helping women survivors recover and heal from prostitution, trafficking, and addiction. We do this by providing a safe place to live, meaningful jobs, and a lifelong sisterhood of support. 

The General Manager is a key leader responsible for ushering in and supporting the next era of the Café at Thistle Farms, one that deepens our commitment to healing, economic opportunity, and community connection. The General Manager leads all Café operations, including supervision of the Head Chef, the front-of-house team and the Café and Catering & Events team, to ensure operational excellence, financial sustainability, and a welcoming, mission-centered environment for guests, employees, volunteers, and community partners. 

At the heart of this role is the development of people. The General Manager is responsible for training, coaching, and supporting a team largely made up of individuals in recovery, ensuring a workplace that is trauma-informed, growth-oriented, and grounded in dignity. This leader creates pathways for skill-building, confidence, and advancement, while holding clear standards that support both individual success and strong business outcomes. 

The General Manager also plays a critical role in positioning the Café as a true “third place” for the community, a welcoming, inclusive space beyond home and work where people gather, connect, and experience the mission of Thistle Farms in a tangible way. 

Direct Reports: Head Chef, Front-of-House Team, Catering & Events Coordinator, and Banquet Manager 

Duties & Responsibilities: 

Operational Leadership & Café Management 

• Oversee all daily café operations, ensuring a high standard of hospitality, efficiency, cleanliness, and guest satisfaction  

• Lead front-of-house operations including service standards, staffing coordination, scheduling, and workflow management  

• Ensure alignment and collaboration between front-of-house, kitchen, catering, and events teams 

• Create and maintain operational systems, policies, and procedures that support consistency and accountability  

• Monitor and improve operational performance, guest experience, and team effectiveness 

• Directly manages the Head Chef, who oversees the creation, development, and delivery of all food and beverage offerings across the Café, catering, events, and afternoon tea service 

• Partners with the Head Chef to coordinate, manage and develop the Catering and Sales Team 

• Administratively, the General Manager: 

• Handles employee discipline in accordance with company policy 

• Creates weekly staff and volunteer schedules 

• Finalizes biweekly payroll 

• Approves mileage and reimbursements 

• Manages time-off requests 

Team Leadership & Staff Development 

• Lead, mentor, and develop a diverse team of staff and volunteers, many of whom are in recovery, with a trauma-informed and strengths-based approach 

• Create a culture of belonging, accountability, and growth that supports high retention and meaningful employment pathways 

• Design and oversee training programs that build both technical skills and confidence, with clear pathways for advancement 

• Serve as a steady, supportive presence, balancing compassion with clear expectations and consistency 

Guest Experience + Community Building 

• Ensure an exceptional, consistent, and welcoming guest experience rooted in hospitality and care 

• Champion the Café as a “third place” for the community, warm, inviting, and reflective of Thistle Farms’ mission and values 

• Support workforce development and social enterprise initiatives connected to the café 

• Represent the café professionally in the community and at organizational events  

• Collaborate with organizational leadership on initiatives that expand the café’s impact and visibility 

• Regularly evaluate customer experience through feedback and implement improvements 

• Model and recognize outstanding hospitality and service 

Catering, Events & Hospitality Oversight 

• Provide leadership and oversight for catering operations, afternoon tea experiences, private events, and community gatherings  

• Partner with the Head Chef and Catering & Events team to ensure successful planning and execution of all events  

• Support the growth and promotion of catering and hospitality offerings as a revenue-generating social enterprise  

• Ensure event experiences reflect the mission, brand, and hospitality standards of Thistle Farms  

• Develop relationships with community partners, organizations, and guests to expand awareness and engagement 

Operations + Financial Performance 

• Manage café operational performance with attention to revenue growth, labor management, and expense control  

• Partner with leadership on budgeting, forecasting, and financial planning  

• Monitor key operational and financial metrics, identifying opportunities for efficiency and growth  

• Support pricing strategy and operational decisions in partnership with the Head Chef  

• Review and approve operational purchases and vendor relationships within budget guidelines  

• Contribute to the continued development and sustainability of the café as a nonprofit social enterprise  

• Manage administrative functions including hiring, scheduling, payroll, budgeting, inventory, and financial reporting 

• Maintain POS systems and ensure operational accuracy 

Food, Beverage + Product Excellence 

• Partner with the Head Chef on menu development to ensure offerings are fresh, high-quality, and aligned with brand and guest expectations 

• Ensure consistency and excellence in all food and beverage execution 

• Collaborate with the Head Chef to identify local suppliers and community partners to source ingredients and products that reflect values and support artisans 

Compliance + Safety 

• Ensure all food safety, health, and safety standards are met and consistently upheld 

• Maintain proper use and care of all Café equipment 

• Exercise sound judgment in resolving operational and personnel issues 

Other duties as assigned 

Required Skills/Qualifications 

• Proven experience in restaurant or hospitality management; experience in nonprofit or social enterprise environments strongly preferred 

• Demonstrated ability to lead, coach, and develop teams, ideally with experience supporting individuals in recovery or navigating trauma-informed environments 

• Strong financial acumen and ability to manage budgets and interpret performance metrics 

• Excellent leadership, communication, and interpersonal skills 

• Strong organizational and time management skills with attention to detail 

• Ability to balance compassion with accountability in a dynamic environment 

• Ability to remain calm and effective in high-paced or challenging situations 

• Knowledge of food, beverage, and event industry standards and trends 

• Awareness and understanding of trauma-informed care principles 

• Nurturing, steady, and patient leadership style 

• 7+ years of hospitality management experience 

• Proficiency in Microsoft Office 

Physical Requirements 

• Typical schedule: 40 hours/week; flexibility required based on Café needs 

• Requires prolonged standing, bending, lifting (25+ lbs), and repetitive motion 

• Ability to work with kitchen equipment and standard office systems including POS