Assistant General Manager | Terrain | Westport

Terrain Cafe was originally inspired by the idea of merging house and garden to create an immersive natural environment where customers can come to unwind, explore, and celebrate. 

The Assistant General Manager (AGM) leads the team that defines Terrain Cafe’s premier, brand-aligned guest experience. Operating in a "Chief of Staff" capacity, the AGM champions the recruitment, onboarding, training, and continuous development of the Front of House hourly team. By mentoring staff to reach peak performance and masterfully directing floor operations, they ensure every shift reflects our signature standards of hospitality. 

About You

• An ultimate people-person, who elevates the guest experience through genuine engagement and intuitive service.
• Driven to mentor a high-performing team while consistently meeting rigorous financial and experiential benchmarks.
• Detail oriented and Intensely organized, with a passion for the nuances that turn a good shift into a great experience 
• Highly motivated and inspired by our unique environment, bringing a sense of ownership to every shift.
• Strong communicator with exceptional emotional intelligence and active listening skills that foster a positive, collaborative culture.
• Unwavering integrity, leading by example, at all times, without exception.

Essential Duties

Guest Experience

• Brand Ambassador: Serve as the ultimate champion of our brand, ensuring our core values are reflected in every guest touchpoint.
• Hospitality Culture: Cultivate a culture of hospitality by modeling extraordinary service standards and consistently creating moments of genuine guest delight.
• Active Engagement: Maintain a strong, visible presence on the floor during peak hours, modeling extraordinary service standards and creating moments of genuine guest delight.
• Feedback & Connection: Intentionally connect with guests to obtain real-time feedback, and actively monitor and respond to external customer communication channels.
• Service Redirection: Act as the first line of defense for shift challenges, guest needs, seamlessly turning negative experiences into opportunities to build lifelong brand loyalty.

Operations

• Shift Leadership: Lead floor shifts with high energy and strict adherence to opening, closing, and operational standards—including floor assignments, cash handling, end-of-shift reporting, and dress code policies.
• Staffing & Onboarding: Partner with the home office recruitment team to maintain optimal staffing levels, executing a thoughtful onboarding process for new hires to maximize long-term retention and performance.
• Operational Mentorship: Actively coach the staff roster during daily operations, ensuring ongoing training is implemented, professional development is prioritized, and team milestones are celebrated.
• Financial Control: Maintain labor controllables based on benchmarks identified within the yearly budget, keeping a constant pulse on the execution, earnings, and rates of all positions.
• Safety & Compliance: Uphold the highest standards for sanitation and safety, ensuring the team consistently exceeds all regulatory and company requirements.

People & Development

• Culture Creator: Cultivate an inclusive, high-energy, and supportive work environment that prioritizes employee engagement, community, and team morale.
• Skills Development: Mentor and develop hourly team members, ensuring their absolute mastery of the steps of service, food and beverage details, and the holistic growth of their hospitality skill sets.
• Talent Acquisition: Oversee the local talent acquisition process to ensure we are consistently attracting and securing a best-in-class roster.
• Team Communication: Provide a strong, clear line of communication to the full team, keeping everyone aligned on upcoming initiatives, important dates, current priorities, and the circulation of feedback.
• Continuous Improvement: Champion a culture of transparency and growth by providing candid, actionable feedback while actively soliciting upward communication and insights from the team.

Commitment Expectations

• 45-55 hours per week
• Available nights, weekends, and holidays as identified by brand leadership, to include promotional days, brand events, emergency, and PTO coverage  
• Ability to work nights, weekends and holidays both planned and unplanned within reason, as needed 

Qualifications

• 5 years restaurant management experience
• 1-2 years relevant HR, staff scheduling, or administrative experience preferred
• Experience with restaurant technical applications, including POS & OpenTable
• Experience contributing opening new restaurant location preferred 
• Ability to work in a standing position for long periods of time (up to 10 hours)
• Ability to reach, bend and stoop

Benefits

As an URBN employee, your health and well-being are among our highest priorities. We offer the following comprehensive benefits package for full time employees, to include:

• Affordable medical, vision and dental coverage.
• Employer-matched 401(k) plan
• All employees receive a merchandise discount at all URBN brands (Urban Outfitters, Free People, Anthropologie, Terrain and Menus & Venues)
• Qualified transportation credit
• Generous employee referral program and much more!

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.