Dining Room and Member Experience Manager

Dining Room and Member Experience Manager

Job Title: Dining Room & Member Experience Manager

Reports to: General Manager-Guard House

Department: The Guard House

Location: Gladwyne, PA

The Guard House is not meant to feel like a traditional dining room. It’s meant to feel personal, familiar, warm, and deeply connected to the members who call it their home away from home. The Dining Room & Member Experience Manager plays a central role in protecting that feeling.

This role is responsible for leading daily dining room service, supporting front of house staff, managing reservations and member requests, assisting with events, and maintaining service standards. More importantly, this is a relationship‑first leadership role. The right person becomes a trusted presence in the dining room, building genuine relationships with members and their families, remembering preferences and milestones, anticipating needs, and making every visit feel personal.

The Guard House succeeds when it feels less like a restaurant and more like walking into your own dining room s position is essential to preserving that culture while continuing to elevate service, hospitality, and member satisfaction.

• Build genuine, long‑term relationships with members, guests, and their families
• Create a warm, familiar, and welcoming environment where members feel known and cared for
• Learn and remember member preferences, dining habits, celebrations, and personal milestones
• Utilize emotional intelligence, discretion, and professionalism to personalize the member experience
• Serve as a constant and trusted presence in the dining room
• Assist with member outreach, reservation follow up, special requests, birthdays, anniversaries, holidays, and other meaningful occasions
• Personally assist with service recovery and turn member concerns into opportunities to strengthen relationships
• Partner with the General Manager to protect the unique culture, chemistry, and personality of the Guard House

• Actively manage service on the floor with a visible, engaged, and hands‑on presence
• Control the flow of the dining room, including reservations, pacing, table turns, special requests, and member expectations
• Support the General Manager in implementing and maintaining Union League and Guard House service standards
• Conduct daily pre‑shift meetings with the front of house
• Lead by example in professionalism, tone, appearance, communication, and service execution
• Support the team during service wherever needed
• Communicate effectively with the culinary team to ensure alignment between the dining room and kitchen
• Maintain a calm, even‑tempered, and solutions‑focused presence during busy or challenging services

• Support hiring, onboarding, orientation, and training of front‑of‑house employees
• Help create a team culture built on warmth, accountability, hospitality, and pride in the Guard House
• Coach staff in member recognition, service standards, menu knowledge, beverage knowledge, and emotional intelligence
• Provide real‑time feedback and follow‑up training as needed
• Complete the weekly schedule based on business levels, events, labor needs, and budget guidelines
• Ensure side work, opening duties, closing duties, and dining room checklists are clear, current, and completed consistently

• Oversee day‑to‑day reservations and ensure member requests are handled thoughtfully and accurately
• Manage reservation notes, preferences, special occasions, waitlists, and member follow‑up
• Work closely with the General Manager and culinary team to prepare for holidays, private events, wine dinners, and high‑volume services
• Help create personalized touches for reservations, including flowers, cakes, note cards, preferred tables, and other special requests
• Support the planning and execution of private parties, member events, holiday events, and special programming
• Ensure event details are communicated clearly to culinary, service, and support teams

• Maintain strong knowledge of current menus, wine selections, cocktails,…