Position Title: Service Manager

Department: Front of House Management

Reports To: General Manager, Director of Hospitality

Direct Reports: Captains, Servers, Server Assistants

Position Summary:

The Service Manager is responsible for upholding and executing a high standard of hospitality and service excellence within a dynamic dining environment. This individual collaborates closely with senior leadership to reinforce the organization's vision of hospitality and deliver exceptional guest experiences that combine fun and refinement.

This leadership role requires operational oversight, team development, and proactive guest engagement to ensure the restaurant runs smoothly, efficiently, and profitably. The Service Manager will drive morale and team performance, positively resolve guest concerns, and maintain the integrity of the service model at all times.

Key Responsibilities:

Hospitality Leadership:

• Champion the core values of hospitality and service excellence.
• Ensure compliance with service standards, policies, and procedures.
• Lead service execution as a section manager, participating in all steps of guest engagement including greeting, menu presentation, order taking, grilling, and check handling.
• Foster clear communication between front-of-house and culinary teams.
• Provide personalized service to VIP guests and handle guest complaints both in-person and online.

Operational Management:

• Oversee daily administrative operations including payroll, service floor plans, and shift walkthroughs.
• Provide clear direction to hourly staff, ensuring all operational and service goals are met.
• Develop accountability systems, provide ongoing coaching, and administer disciplinary actions when necessary.
• Manage POS back-office functions including employee profiles and menu setup.
• Lead Department of Health (DOH) compliance efforts through frequent walkthroughs and immediate issue resolution.
• Promote a safe, clean work environment and investigate safety incidents to identify root causes.

Training & Development:

• Oversee ongoing service education for staff, including scheduled training classes.
• Ensure all recipes and procedures are followed for food and beverage consistency and quality.
• Monitor guest feedback and mystery shopper reports for continuous improvement.

Team Management:

• Recruit, train, coach, and evaluate front-of-house team members including servers and server assistants.
• Act as a role model in service delivery and guest interaction.
• Provide mentorship to service teams, fostering a collaborative and motivating work environment.
• Mediate staff and customer conflicts with professionalism and empathy.

Professional Standards:

• Demonstrate deep knowledge of hospitality standards, culture, and service practices.
• Uphold core values of learning, sustainability, professionalism, and stewardship.
• Maintain polished appearance and behavior consistent with hospitality industry expectations.
• Participate in meetings, training sessions, and team events.
• Ensure compliance with all relevant policies, laws, and health regulations.

Qualifications:

• Strong English communication skills (spoken and written).
• Exceptional organizational skills, attention to detail, and ability to multitask.
• Demonstrated ability to lead under pressure in a fast-paced environment.
• Knowledge of food safety protocols and DOH standards.
• Certification in food handling and responsible alcohol service (or ability to obtain).
• Ability to work evenings, weekends, and holidays.
• Proficiency with POS systems, reservations platforms, Microsoft Office, and Google Workspace.
• Familiarity with HR practices and team development principles.
• Degree in Hospitality, Culinary Management, or similar field preferred.

Physical Requirements:

• Ability to stand or walk for extended periods (up to 12 hours).
• Regular lifting and carrying of items up to 50 lbs.
• Ability to navigate stairs and adapt to a variable-temperature environment.
• Comfortable operating equipment and engaging in physically demanding tasks.