Operations Supervisor
R. House – Baltimore, MD
Reports To: Operations Manager
Position Type: Full Time (Approximately 35 Hours per Week)
Compensation: Approximately $21.00 per Hour
Position Summary
The Operations Supervisor is a working supervisor responsible for delivering consistent operational execution during R. House's busiest operating hours.
This position serves as both a supervisor and an ambassador, working alongside fellow Ambassadors while providing leadership, coaching, operational decision-making, and accountability. As the Manager on Duty during assigned shifts, the Operations Supervisor leads daily operations from the floor, helping ensure exceptional guest experiences, supporting vendors, maintaining building standards, and fostering a culture of teamwork and accountability.
The Operations Supervisor plays a key role in maintaining operational excellence by leading through action, supporting the team, and ensuring every shift reflects the standards and hospitality that define R. House.
Core ResponsibilitiesFloor Leadership
- Serve as the Manager on Duty during assigned shifts.
- Work alongside fellow Ambassadors while providing leadership and direction.
- Lead daily operations from the floor through active participation.
- Coach and support Ambassadors in real time.
- Ensure opening, mid-shift, and closing procedures are completed consistently.
- Make sound operational decisions and respond effectively to issues as they arise.
Team Leadership
- Reinforce service, cleanliness, safety, and operational standards.
- Hold team members accountable in a professional and constructive manner.
- Support the onboarding and development of new Ambassadors.
- Foster a culture of teamwork, ownership, and accountability.
- Communicate expectations clearly and consistently.
Guest Experience
- Deliver exceptional hospitality to every guest.
- Resolve guest concerns professionally and efficiently.
- Support high-volume service periods, events, and programming.
- Maintain a welcoming, safe, and engaging environment throughout the building.
- Represent R. House professionally in every interaction.
Building Operations
- Conduct routine operational walkthroughs.
- Maintain cleanliness, organization, and presentation standards throughout the property.
- Monitor shared spaces, restrooms, patios, and common areas.
- Support vendors with operational needs during assigned shifts.
- Identify and communicate maintenance, safety, or facility concerns.
- Ensure the building is properly secured and prepared at closing.
Communication & Accountability
- Complete shift reports, checklists, and required operational documentation.
- Communicate significant issues and follow-up needs to the Operations Manager and General Manager.
- Document incidents involving guests, employees, vendors, or the facility as required.
- Follow through on assigned responsibilities and operational projects.
- Identify opportunities to improve daily operations and execution.
Schedule Requirements
- Approximately 35 hours per week.
- Primarily evenings, nights, weekends, and holidays.
- Schedule may vary based on business needs, programming, and special events.
- Reliable availability during peak operating periods is required.
Qualifications
- Previous leadership experience in hospitality, restaurants, retail, entertainment, hotels, or another high-volume guest service environment preferred.
- Strong communication and interpersonal skills.
- Ability to coach others while maintaining accountability.
- Sound judgment and confidence in making operational decisions.
- Dependable, organized, and self-motivated.
- Comfortable working in a fast-paced, team-oriented environment.
- Ability to stand and walk for extended periods and lift up to 50 pounds.
Growth Opportunity
R. House is committed to developing leaders from within whenever possible. This position offers opportunities for professional growth, increased responsibility, and leadership development within the organization.
What Success Looks Like
A successful Operations Supervisor:
- Leads from the floor while working alongside fellow Ambassadors.
- Creates consistency across every assigned shift.
- Coaches team members through daily interactions.
- Maintains high operational standards and guest service expectations.
- Builds trust with guests, vendors, fellow Ambassadors, and the leadership team.
- Takes ownership of challenges and follows through on solutions.
- Leaves every shift organized, prepared, and set up for the next team's success.