Head of Hospitality Operations & Guest Experience

Location:

TOCA Social – Dallas, Grandscape Blvd.

Job Overview:
At TOCA Social, we see a direct link between the quality of our guest experience and the happiness of our teammates, meaning our teammates are at the center of everything we do! As the Deputy General Manager, you will play a pivotal role in supporting the General Manager and leading the venue’s operations. In this role, you’ll collaborate with venue leaders to build strong teams through effective hiring, training, scheduling, and fostering team engagement.

You will be responsible for overseeing all operational activities, ensuring flawless execution of processes and standards, and driving financial performance. You will also help build relationships within the community and elevate the TOCA Social brand. The ideal candidate will bring previous experience from hospitality or competitive socializing venues and demonstrate the ability to lead with the 51% attributes that define our culture: teamwork, passion, and excellence.

• Recruit, coach, and develop a strong team of culture and guest‑obsessed teammates.
• Work closely with venue leaders and the People Team on people initiatives; ensure teammate morale, engagement, and culture are at the forefront of your decision‑making.
• Lead a diverse and dynamic team to anticipate and exceed guest expectations.
• Collaborate with Global Talent & Development to coach and develop teammates to reach their full potential within TOCA Social.
• Deliver on business KPIs by driving revenue and managing cost with an ‘Own It’ philosophy at the core.
• Communicate fast‑pace changes with operational needs, bringing people along.
• Foster strong relationships with all teammates, support teams, and guests.
• Resolve service issues with grace and empathy, focusing on the best outcome for our guests.
• Provide a safe and high‑quality working environment for teammates and our 300,000+ annual guests.
• Grow teammate engagement within your venue and connect with other venues with a development mindset.
• Ensure guests receive outstanding service quality and hospitality standards that exceed expectations.
• Serve as the subject‑matter expert for teammate support while in the venue on shift.
• Manage teammates and leaders with excellent written and verbal communication skills.
• Create a ‘Greatest Of All Time’ (GOAT) team culture and empower teammates to surpass guest expectations.
• Ensure accurate scheduling of teammates while anticipating seasonal labor changes.
• Lead from the front to create a best‑in‑class guest experience and support teammates in following consistent steps of service.
• Ensure training and compliance in alignment with health and safety standards.
• Maintain a presence on the venue floor, being visible for guests and teammates at all times, ready to step in whenever needed with a warm and friendly disposition.
• Complete preventative maintenance inspections, including daily walk‑throughs to inspect and elevate improvements.
• Resolve issues with grace and empathy, focusing on always finding the best outcome for all guests.

• 5+ years experience as Assistant General Manager or similar in a hospitality or high‑volume social environment.
• Proven record of leading and managing a large team, including a leadership team.
• A proven track record of delivering against key KPIs.
• A people‑focused leader who is naturally empathetic with strong emotional intelligence.
• A punctual and reliable individual with a great attitude and work ethic.
• A quick learner able to work under pressure in a fast‑paced environment.
• Passionate about delivering top‑quality experiences with a teammate‑ and guest‑first attitude.
• A willingness and desire to make people happy and deliver genuine and memorable experiences.
• Someone ready to roll up their sleeves and get stuck in, including supporting other departments.
• Ability to work flexible hours each week, including evenings, weekends, and holidays.
• TABC (Texas Alcoholic Beverage Commission) Certification – Required.
• Food Handler Certification (Texas Department of State Health Services) – Required.
• Serv Safe Food Protection Manager Certification – Preferred but not essential.
• First Aid & CPR Certification – Preferred but not…