Operations Manager - Food Hall in Cambridge

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Job DescriptionJob Description

Job Overview

The Operations Manager oversees the day-to-day operations, financial performance, and team leadership of two core Food Hall outlets inside Eastern Edge Food Hall.

Eastern Edge is a chef-driven, globally inspired food hall located in the heart of Kendall Square. It is a culinary collider where innovation meets indulgence, a dynamic intersection of culture, creativity, and cuisine. The Eastern Edge Bar serves as the heartbeat of the space, connecting guests through craft cocktails, local partnerships, and shared experiences. It is where the artistry of the kitchen meets the energy of the bar, vibrant, forward-thinking, and grounded in genuine hospitality.

The Operations Manager will oversee the following outlets:

1. Eastern Edge Bar Program - a full-service, chef-driven bar within the Food Hall focused on craft beverages, storytelling, and guest connection. The Operations Manager oversees all aspects of the Eastern Edge Bar, ensuring a distinctive and profitable beverage program that reflects IHP's culture of hospitality, craftsmanship, and community. This includes developing and maintaining a cocktail-forward bar experience that transitions seamlessly throughout the day and enhances the Food Hall's overall energy.
2. Caffè Bocaro - an all-day café concept inspired by Italy's neighborhood bacari, offering artisanal coffee, pastries, and approachable Italian fare from morning to night. Caffè Bocaro draws inspiration from the Venetian bacaro-intimate neighborhood cafés known for their warmth, simplicity, and connection. In Italy, a bacaro is more than a place to eat; it is a community gathering spot where start the morning with espresso and end the day with spritzes and shared plates. Caffè Bocaro brings that same spirit to the Food Hall. It transitions naturally through the day, from handcrafted coffees and pastries at sunrise to wholesome Italian-inspired dishes and wines at dinner. Designed to feel intimate, conversational, and alive, it reflects Ithaka's belief that hospitality is about more than service-it's about belonging.

This leader ensures both outlets deliver exceptional guest experiences, maintain operational discipline, and embody Ithaka Hospitality Partners' standards of purpose-driven excellence. The Operations Manager directly oversees supervisors, bartenders, and baristas while fostering collaboration, empowerment, and accountability across both concepts.

Eastern Edge Bar Program

Operational & Financial Management

• Direct all daily operations for the bar, ensuring smooth and consistent service.
• Manage full P&L performance, including revenue targets, beverage cost, labor control, and profitability.
• Forecast and monitor financial metrics, execute accurate inventory controls, and maintain vendor relationships for ordering and procurement.
• Ensure all cash-handling and point-of-sale procedures are followed accurately.

Beverage Program Leadership

• Lead beverage program innovation including menu creation, seasonal rotation, and recipe costing.
• Align beverage offerings with the Food Hall's culinary and event programming.
• Train bartenders and supervisors on mixology, product knowledge, and storytelling to elevate the guest experience.
• Partner with marketing and culinary teams to develop bar-driven promotions, tastings, and community events.

Team Development

• Recruit, train, and schedule supervisors and bartenders to align with business volume and service expectations.
• Model IHP's leadership principles by developing future leaders and empowering decision-making.
• Maintain consistency in service standards and guest engagement through active floor leadership.

Guest Experience

• Ensure excellence in guest interaction, modeling proactive hospitality and service recovery.
• Encourage authentic engagement and ensure every team member understands the lifetime value of each guest.
• Monitor guest feedback to identify opportunities for improvement and training.

Compliance & Safety

• Maintain all alcohol service, safety, and sanitation compliance in accordance with state and local regulations.
• Conduct regular audits for cleanliness, storage, and inventory accuracy.
• Ensure equipment maintenance, line cleaning, and temperature logs are completed routinely.

Caffè Bocaro Vendor Concept

Overview

• Provide leadership oversight to Caffè Bocaro, supporting the café's success through operational excellence, guest satisfaction, and alignment with IHP's culture of sincerity and service.

Operational Oversight

• Oversee daily café operations across breakfast, lunch, and dinner service with a focus on quality and efficiency.
• Partner closely with the vendor operator and culinary team on menu innovation, seasonal launches, and execution.
• Implement systems to manage throughput during peak hours while maintaining personalized hospitality.
• Ensure front- and back-of-house processes meet IHP standards of quality and safety.

Financial & Vendor Management

• Monitor financial performance including revenue reporting, vendor commissions, and cost control.
• Review forecasts and labor performance to ensure profitability and operational sustainability.
• Collaborate with the vendor operator to maintain supply chain integrity and ordering accuracy.

Team & Service Leadership

• Lead, coach, and mentor supervisors and baristas through servant leadership, sincerity, and empowerment.
• Ensure training standards, guest engagement, and presentation align with IHP's expectations.
• Build strong collaboration between the vendor's management team and Food Hall leadership to ensure communication and alignment.

Guest Experience

• Foster a culture of listening-first service and empathetic guest engagement.
• Empower team members to resolve guest concerns with confidence and accountability.
• Encourage proactive service recovery and consistent follow-up on guest feedback.

Quality & Safety

• Ensure adherence to all health, sanitation, and ServSafe standards.
• Conduct regular inspections of equipment, storage, and workstations for cleanliness and functionality.
• Maintain required safety documentation and ensure staff certifications remain current.

Shared Responsibilities: Leadership, Culture & Collaboration

• Lead by example, modeling IHP's core values of sincerity, servant leadership, and empowerment.
• Collaborate with Food Hall leadership, marketing, and events teams to ensure cross-venue alignment.
• Participate in leadership meetings, provide performance updates, and share key insights.
• Actively engage in the mentorship and development of future IHP leaders.

Qualifications

• Minimum 5 years of progressive hospitality experience, with at least 2 years in a management role.
• Proven success managing beverage programs, café operations, or multi-outlet venues.
• Strong understanding of financial management including labor, COGS, and revenue analysis.
• Excellent communication, interpersonal, and leadership skills.
• ServSafe and Responsible Vendor certifications (or ability to obtain).
• Passion for purpose-driven hospitality and team development.

Desired Attributes

• Hands-on, approachable leader with high integrity.
• Strategic and analytical thinker with strong attention to detail.
• Creative, energetic, and adaptable to a dynamic, multi-outlet environment.
• Committed to the growth of others and the pursuit of excellence.
• Calm and confident decision-maker under pressure.

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