Service Manager

The Service Manager is responsible for leading front-of-house operations and delivering exceptional guest experiences. This role directly supervises dining room, bar, host, and support teams during service, ensuring strong execution, hospitality standards, and shift performance.

This is a hands-on floor leadership role for a manager who can balance guest-facing hospitality, team coaching, and shift-level business discipline in a fast-paced, high-volume environment.

Key Responsibilities

1) Shift Leadership & Service Execution

• Lead front-of-house shifts from pre-shift through close
• Set the tone for service, urgency, and professionalism on the floor
• Direct FOH flow across host stand, dining room, bar, and support stations
• Monitor wait times, seating rotations, table turns, and service pacing
• Ensure opening, mid-shift, and closing sidework/checklists are completed
• Maintain floor visibility during peak periods and high-volume service windows

2) Guest Experience & Hospitality

• Model and enforce hospitality standards consistent with each concept’s brand
• Visit tables, engage guests, and build repeat-business relationships
• Handle guest concerns, service failures, and recovery situations promptly
• Empower staff to solve issues appropriately while escalating when needed
• Maintain a polished atmosphere, including music, lighting, cleanliness, and presentation standards

3) Team Supervision, Coaching & Accountability

• Supervise servers, bartenders, hosts, food runners, bussers, and support staff
• Lead pre-shift meetings with service focus, features, and operational priorities
• Coach in real time on service steps, salesmanship, menu knowledge, and professionalism
• Support onboarding and training of new FOH team members
• Reinforce standards for attendance, appearance, uniform compliance, and conduct
• Document and communicate performance issues to senior leadership per company process

4) Sales, Labor & Shift Performance

• Monitor shift staffing levels and deploy labor based on business volume
• Support productivity and labor-cost control without sacrificing service quality
• Track and manage comps, voids, discounts, and guest recovery spend
• Drive check averages and beverage sales through coaching and feature execution
• Assist with daily sales awareness and shift-level performance reporting
• Coordinate with BOH leadership to maintain ticket flow, pacing, and guest satisfaction

5) Bar & Beverage Oversight (FOH Support Role)

• Support bar operations, guest flow, and bartender performance
• Reinforce responsible alcohol service, ID checks, and intoxication prevention protocols
• Monitor bar cleanliness, organization, and presentation standards
• Communicate low-stock or product-quality issues to bar/management leadership

6) Compliance, Safety & Standards

• Enforce sanitation, health, and workplace safety standards in FOH areas
• Ensure compliance with alcohol service laws and company policies
• Maintain incident awareness and complete reports accurately and promptly
• Support facility readiness by identifying maintenance and cleanliness issues and following through

7) Administrative & Communication Responsibilities

• Complete manager logs, shift notes, comps/voids review, and incident documentation
• Communicate effectively with kitchen, bar, and fellow managers during shift transitions
• Participate in manager meetings, training sessions, and operational planning
• Support scheduling input, staffing recommendations, and team development planning as assigned