Guest Service Manager

LEONARDO’S

Saluti

Come Right in. Don’t be shy. We were the guys behind the most beloved Italian American Restaurant on the east Cost Called Vinny Testa’s Bar Ristorante. This is our new version 2.0 brought to you in 2026. We have always been restaurants where quality and quantity go hand in hand. We hope you’re hungry because our home cooked, robust dishes are for people who love to eat great food at affordable prices.

Remember those family dinners from your youth; where everyone was talking and drinking over each other and the food just keeps coming. That is what we are all about. Sunday Italian feasts 7 days a week.

Sit down and tuck your napkin under your shirt and let us tell you about the best dining deal in all of New England. Start with our head of roast garlic and homemade focaccia to spread it on. Your servers and bartenders become part of your party as they explain our food, proper portioning and today’s extra offerings and taking your order.

Once you have decided what to eat, gaze at your surroundings of family pictures and memorabilia lining the walls. Watch the giant plates of top-of-the-line food and no we didn’t make a mistake with their enormity and no they aren’t part of the ownership its all the same and you are treated like our partners and owners. Everything is big including our doggie bags for tomorrow’s lunch/dinner.

All the way to your homemade deserts and espresso. No one ever leaves hungry. Your check is less than you thought for what you think and then you can play our version of Italian bingo and win your dinner for free. If your number from your table comes up your dinner is on us.

Mission Statement:

We are a restaurant reminiscent of the family-style Italian restaurants found in lower in lower Manhattan, Brooklyn from the 1940’s with modern cooking techniques and flavors. We welcome our guests with open arms, lavishing attentive service, along with the familiar, comforting Southern Italian specialties. Abundant portions for all but “family-style” dining we offer for any size party. We specialize in sharing all our food. Our atmosphere is with rich woods and decorative interiors with red and blacked tablecloths; hand painted murals, photos and Italian artifacts cover the walls. Music from the big band era fills out the atmosphere with memories of yesterday. Everyone will feel right at home.

HISTORY

Leonardo Testa is the son of famous restauranteur Vinny Testa. After many years he finally cobbled enough money to open his own restaurant/bar. He has all his father’s recipe’s and has updated all of them to today in 2026. Many of his father’s old favorites are here plus many new ones. Mangia.

Leadership

The Guest Service Manager focuses on eliminating “Anonymous” service through making connections with guests and exceeding their expectations. Knows and understands the product. Learns and becomes fluent in the F&B options offered at their venue. Goes above and beyond to consistently “WOW” guests through a culture of empowerment. Creates and helps execute sales building and marketing events to help drive sales.

The Guest Service Manager is expected and required to work an average of 45-55 hours per week, including weekends and Holidays.

Leadership responsibilities include:

-Monitors and confirms all reservations and sets aggressive pars on the reservation system to ensure positive sales growth over last year.

-Hosts regular in-store food meetings and seminars promoting ongoing training for team members.

-Maintaining a positive, “win- win” attitude.

-Always working to improve the restaurant

-Ensures compliance with company policy.

Team Training & Development

-Ensures pre-meals are hosted daily and of good quality.

-Regularly recognizes team members for great performance.

-Has one-on-one coaching with struggling team members to improve performance.

-Maintains staffing pars (Increases retention and decreases turnover)

-Ensures all day-to-day operations are being run to MMG standards.

Impact Sales Center

-Actively supports all promotional and marketing initiatives.

-Analyzes previous sales, upcoming-booked events, promotions, special events, local impact events and holidays to forecast the future and ensure proper coverage and preparation.

-Monitors all reservations & events follow up and implementation of goals that increase sales volume and capitalizes on all sales opportunities.

-Creates and executes special venue specific contests featuring, but not limited to, holidays & menu rollouts.

Profitability

-Manages supply costs to budget by keeping and maintaining a declining budget every month. Provides team the supplies needed to do their job and never sacrifices guest service for keeping supplies cost down.

-Confirms accurate time punches for the previous and current day in point of sales system based on scheduled in and out times.

-Reviews hourly schedules and has them approved by “GM” prior to posting. Adjusts schedules according to projections, goals, and trends and will ensure proper coverage based on volume. Makes appropriate cuts when necessary.

-Exercises discount awareness to ensure any reduction of the price set forth by the company results in positive sales growth and guest experience.

-P&L Control: Understands and contributes positively to the venues profitability by analyzing the P&L statement and creates relevant action plans to help drive more money into the EBITDA line.

Guest Satisfaction

-Conducts anonymous venue phone audits to ensure the hosts are maximizing sales and selling the MMG experience.

-Practices a “Guest Centric” mentality and works toward improving host desks and reservation processes to ensure a better guest experience.

-Uses the reservation system to monitor and identify special occasions and/or celebrations, then goes above and beyond for these reservations.

-Conducts monthly reviews of website ensuring accurate information is posted.

-Monitors review sites for trends and coaches team to ensure improvement to maintain a Snapshot score to standards and goals.

-Takes lead on special marketing and promotional events.

-Creates and maintains hotel, apartment, mall, and small business relationships within close proximity to the venue.

Technical Skills

-Possessing a working knowledge of the POS system as well as the back office system, specifically:

-Inventory Managing System

-Food knowledge.

-Beverage knowledge.

Previous experience as a Restaurant Manager * Extensive food and beverage knowledge, and ability to remember and recall ingredients and dishes to inform customers and wait staff * Great leadership skills * Demonstrated ability to lead a team