Service Manager

Goal: To enhance the guest experience by preventing stressors and continuously improving the quality of the greeting experience, timeliness of table service, efficiency of drink delivery, knowledge and courtesy of our service team, and our sales practices. We must allow our guests to come in, eat, and drink with ease. We aim to build return guests by ensuring smooth operations and a memorable and extraordinary experience. The Service Manager ensures the store's service operation is held to company standards. The performance metrics used to gauge success in this role include, but are not limited to, guest satisfaction ratings, beverage cost of goods, FOH staffing, FOH cleanliness, health and sanitation, check count growth, check average growth, and the FOH training program.

Responsibilities:

• Hold the service team accountable for exceptional and quick service to ensure the guest experience is at the top of everyone's mind every shift in collaboration with the FOH supervisor, if applicable
• Responsible for keeping beverage costs at or below company goals by weekly ordering and inventory and actively using Margin Edge to track COG progress while actively adjusting your processes to align with store goals
• Ensure FOH staffing levels are met by actively hiring for terminations and seasonal help - complete all steps for successful onboarding and training for new hires
• Build relationships with your staff, be flexible with their scheduling needs, create a welcoming and enjoyable workplace, and provide praise performance feedback and developmental plans through timely evaluations to keep employee turnover to a minimum
• You are responsible for all FOH interpersonal staff conflicts, including call-offs, progressive disciplinary action, and terminations, while collaborating with your General Manager
• Build weekly FOH schedules that align with labor budgets, are fair for staff, and work with the business flow
• Communicate on an ongoing basis with your GM and maintenance team to flag high priority needs and follow through until the task is completed
• Keep cleanliness as an ongoing project with weekly and daily cleaning, identify and assign larger tasks checklists, and follow through
• Uphold server tip credit and dual jobs compliance
• Uphold standards on BB Basics - attendance, uniforms, atmosphere, and environment.
• 100% table touches through the dot program
• Communicate to the BOH manager and GM food quality issues or guest suggestions.
• Responsible for drive-time and carryout accuracy
• Ongoing training of FOH staff - G.R.A.C.E. training, GFR Rewards, developing leaders and promotions from within your team
• Directly oversees the Guest Service Specialist (GSS) team

Qualifications:

• A minimum of 3 years of supervisory or management experience
• Experience in a high-volume restaurant with a full-service bar
• Knowledge of or certification in safe food handling procedures
• Knowledge of or certification in safe alcohol and bar procedures
• Experience Leading diverse teams of people
• Experience training and mentoring new staff
• Strong judgment which can be used to set and achieve goals
• A positive and upbeat personality, capable of inspiring others
• Basic business math skills and computer literacy

Work environment:

• This position is a full-time, 50-hour, exempt salaried position
• This position reports directly to the General Manager
• This position is 100% in-person