Senior Manager of Hospitality, Training and Communication

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

Senior Manager leading hospitality training and communication at URBN. Overseeing training initiatives and compliance across the organization.

Posted 4/14/2026full-timePhiladelphia • Pennsylvania • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Lead all company-wide training initiatives for managers and hourly team members.
Design and oversee onboarding programs for new managers; support hourly onboarding standards.
Manage and update as necessary a Certified Training Program and manager certification process in conjunction with Directors of Operations.
Update and maintain training manuals, SOPs, and service standards.
Establish service benchmarks and conduct standards testing to ensure consistent execution.
Drive a culture of continuous learning and operational excellence.
Oversee compliance training including food handler certifications and responsible alcohol certifications.
Monitor completion rates and ensure audit readiness across all markets.
Conduct restaurant audits focused on training adherence and service standards.
Serve as owner of the company’s POS system, Toast.
Lead POS implementation, enhancements, and training across all locations.
Manage other key components of the restaurant tech stack, serving as a resource to managers and chefs.
Support rollout, adoption, and optimization of operational systems.
Act as project manager for all training components of new restaurant openings.
Develop and execute pre-opening training plans and checklists.
Partner closely with Directors of Operations to ensure on-time, fully trained launches.
Manage the hiring process with particular emphasis on training and turnover.
Manage training and development communication.

Requirements

What you’ll need

7+ years of multi-unit restaurant and event leadership experience in Training, Operations, or Learning & Development required.
Strong background in POS systems and restaurant technology platforms; experience with Toast strongly preferred.
Experience leading new restaurant openings.
Deep understanding of hospitality compliance requirements.
Proven ability to build scalable systems and drive accountability.
Strong project management, communication, and facilitation skills.
Willingness to travel regularly.

Benefits

Comp & perks

medical
dental
vision
PTO
generous employee discounts
retirement savings

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

training program designonboarding program managementstandards testingrestaurant auditsproject managementsystem optimizationtraining manual updatesservice benchmarkscompliance trainingmulti-unit leadership

Soft Skills

communicationfacilitationaccountabilityleadershiporganizational skillsteam managementcontinuous learningcollaborationproblem-solvingadaptability

Certifications

food handler certificationresponsible alcohol certificationmanager certification