Service Operations Leader - The Cliffs Hotel & Spa

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Pismo Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.

The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.

Marisol at The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking a gracious, organized, and motivated full-time Service Operations Leader who can create a sense of luxury in a fast-paced environment. We look forward to connecting with you!

Position Summary:

We are seeking a diligent and experienced Service Operations Leader to oversee the execution of expediting all orders on the line, ensuring a smooth transition from the line to the table, and coordinating efforts between food runners and line cooks. The ideal candidate will have a keen eye for detail, excellent communication skills, and the ability to thrive in a fast-paced environment. As the Service Operations Leader, you will play a crucial role in ensuring that orders are prepared and delivered accurately and efficiently, while maintaining high standards of quality and presentation.

Essential Functions of the Job:

• Oversee Line Service: Monitor the flow of orders from the kitchen to the service line, ensuring that all dishes are prepared according to established recipes, portion sizes, and quality standards. Lead by example with higher standards of service, which includes upholding The Cliffs' Mission and Values

• Coordinate Food Runners: Direct and support food runners in delivering orders to the appropriate tables in a timely manner, ensuring that each dish reaches the customer hot and fresh.
• Quality Control: Inspect all dishes before they leave the kitchen to ensure accuracy, presentation, and adherence to customer specifications. Address any discrepancies or issues promptly to maintain high-quality standards.
• Communication Liaison: Act as a bridge between the front-of-house (FOH) and back-of-house (BOH) teams, facilitating smooth communication and collaboration to optimize service efficiency.
• Prioritize Orders: Coordinate with kitchen staff and servers to prioritize orders based on customer preferences, special requests, and timing requirements.

• Resolve Issues: Handle any customer complaints or concerns regarding food quality, timing, or accuracy with professionalism and efficiency in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests in collaboration with the FOH and BOH teams to address and resolve issues promptly.

• Training and Development: Provide guidance and training to new and existing staff members, ensuring that they understand their roles and responsibilities within the expediting process.
• Maintain Cleanliness and Organization: Ensure that the service line and expediting area are kept clean, organized, and always stocked with necessary supplies. Keep workspaces in line with all state and local health and safety ordinances.
• Perform all other tasks as assigned by manager

Requirements:

• Previous experience in a similar role within the restaurant industry.
• Strong multitasking and organizational skills, with the ability to prioritize tasks effectively.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Attention to detail and a commitment to upholding high standards of quality and service.
• Ability to remain calm and composed under pressure, with a customer-focused mindset.
• Flexibility to work evenings, weekends, and holidays as needed.

Additional Job Duties:

• Flexible work schedule
• Able to work nights, weekends, and holidays

Physical Requirements:

• Ability to stand continuously for the duration of the shift (eight or more hours).

• Ability to lift small packages (excess of 50 pounds).
• Be able to stretch, bend, bend and lift frequently up to 40 pounds in weight.
• Ability to work in stressful situations.

This job description is not a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.