Ticket Operations Manager Jobs in Maryland (NOW HIRING)

Join the Global Leader in Vibe Dining!

Why Join Our Team?

• Industry-Leading Compensation:
• Up to 25% of the base salary in performance-based bonuses
• $12K annually in monthly kicker bonuses
• Comprehensive Benefits Package
• Medical, Dental, and Vision Insurance
• Group Life and Disability Insurance
• Group Accident, Hospital Indemnity, and Critical Illness Insurance
• Traditional and Roth 401(k) Plan
• Exclusive Perks & Growth Opportunities
• Employee Dining Discounts and/or Complimentary Onsite Meals
• Career Development & Limitless Growth Opportunities
• If you reside in Arizona, California, Colorado, Illinois, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, Oregon, or Washington, D.C., you are entitled to Paid Sick Time in accordance with state and local regulations.
• Paid Time Off
• Employee Assistance Program (EAP)
• Commuter and Dependent Care Benefits

Primary Responsibilities:

As an Operations Manager for Kona Grill Bistro, you are responsible for everything that happens inside your four walls: sales growth, profitability, food and beverage quality, speed of service, team development and guest satisfaction.

You will lead a team of 15-25 employees across all shifts and manage a $1.2 to 2.2M annual business and serve as the face of Kona Grill Bistro in your community.

This is a hands-on leadership role. You will spend time on the line/cashier during peak periods, coach your team in real-time, solve problems as they arise, and set the standard for excellence every day.

 Specific Job Duties:

Guest Experience & Service Excellence:

• Maintain speed-of-service standards: 3-5 minute ticket times with consistent and accurate orders.
• Monitor and respond to guest feedback (in-person, online reviews, surveys) within 24 hours.
• Ensure your restaurant consistently scores 4.5+ stars across all review platforms.
• Create a welcoming, energetic atmosphere that reflects The ONE Group VIBE.

 Operations and Quality Control:

• Inspect all restaurant facilities, food receiving, preparation, production and storage areas to ensure health and safety regulations are always adhered to.
• Supervise cleaning and maintenance of equipment and arrange for repairs.
• Maintain appropriate restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards.
• Ensure good safety practices of employees and guests throughout the restaurant. 
• Ensure proper emergency and security procedures are in place and all employees have been appropriately trained.
• Conduct daily line checks: food temps, freshness portion accuracy, presentation.
• Manage inventory, control waste and maintain proper par levels.
• Responsible for scheduling and managing labor costs.
• Follows all federal, state and local laws, codes and regulations outlined in the Employee Handbook.

 Food Safety:

• Ensure sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas. Ensure compliance with operational standards, company policies, federal/state/local laws, and ordinances.
• Ensure consistent high quality food preparation and service.
• Ensure adherence to Company recipes, portioning, cooking, and serving standards.
• Ensure that all products are received in correct unit count and condition, and deliveries are received in accordance with the restaurant’s receiving policies and procedures.

 Financial Performance:

• Achieve or exceed sales, labor, and food/beverage cost targets every period.
• Drive transactions through excellent service, local marketing, catering and online orders.
• Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with restaurant policies and procedures.
• Review financial metrics, analyze P&L statements and take corrective action on variances.
• Responsible for ensuring that all financial (invoices, reporting) and employee and payroll related administrative duties are completed accurately, on time and in accordance with company policies and procedures.
• Ensure product is always on hand on an as needed basis, through systematic ordering and forecasting techniques.

 Employee Related:

• Hire, train and develop a high-performing team of shift leaders and team members.
• Provide directions to employees regarding operational and procedural issues.
• Interview, select and hire hourly employees. Make employment and termination decisions.
• Conduct new hire orientations, train employees on Company mission, culture and guest experience objectives.
• Provide ongoing feedback to all employees and establish performance expectations.
• Prepare schedules and ensure that the restaurant is staffed for all shifts.
• Be knowledgeable of restaurant policies regarding personnel, and, administer prompt, fair, and consistent corrective action for any and all violations of company policies, rules, and procedures.
• Conduct formal performance reviews and set development goals for all team members.
• Ensure all restaurant staff have necessary tools to perform daily duties.
• Communicate well all aspects of weekly operations by leading daily/weekly team meetings.
• Lead by example in all areas by becoming the expert in all aspects of the restaurant.
• Be a role model and a teacher to restaurant staff.
  Marketing & Community Engagement
• Execute corporate marketing campaigns, advertising, and promotional activities.
• Build relationships with local businesses for catering and corporate lunch programs.
• Engage with your community: sponsor local events, participate in community activities.