Event Service Manager

The Wool Factory Events

JOB OVERVIEW:

We are seeking an experienced Service Director to lead the front of house team of The Wool Factory Events. The ideal candidate will be a dynamic leader with a passion for hospitality, service excellence, capable of elevating the team, while driving operational efficiency and client experience. 

CORE VALUES

The following core values are central to every role at The Wool Factory. We expect all Wool Factory team members to model these values on a day-to-day basis. 

POSITIVITY. We choose to acknowledge the good in our surroundings. We take the time to share that positive outlook with our coworkers, and those we serve.

RESPECT. We are considerate and empathetic towards others. We see the equal value of every person on our team.

INITIATIVE. We strive to be the best versions of ourselves in order to provide excellent experiences and products. We are accountable for our individual actions and attitudes. 

COLLABORATION. We work as a team to achieve our common goals. We understand that we are most successful when we work together.

KEY RESPONSIBILITIES:

Hospitality Stewardship:

Maintain the highest standards of service, and exemplify delight is “unreasonable hospitality”. Regularly assess service delivery and implement strategies for improvement.

Operational Leadership: 

Oversee service operations. Streamline operations for efficiency without compromising service quality. Ensure all service operations comply with health and safety regulations, as well as liquor licensing laws. 

Detail Obsessed: 

Notice and adjust in real time details that others may never see, or before they become an issue. 

Team Management and Development: 

Hire, train, schedule, lead, manage, and hold accountable the front of house Event team, fostering a culture of excellence, collaboration, and continuous improvement. Plan and implement onboarding and training programs to enhance staff skills and knowledge.

Guest Relations: 

Serve as the senior point of contact for guest feedback and complaints, ensuring issues are resolved promptly and satisfactorily. Cultivate an environment where guest feedback is valued and used to enhance service.

Inventory and Supply Chain Management: 

Oversee inventory management, including ordering and stock control, to ensure we are adequately supplied without excess wastage.

Financial Management: 

Monitor and manage labor costs, operational service expenses, and inventory to ensure profitability.

Interdepartmental Support: 

Work with other brand managers and be available and flexible to support them when able. 

Qualifications:

• A minimum of 3 years of experience in service management within the hospitality industry, with a proven track record in high-volume environments.

• Bachelor's degree is preferred.

• Demonstrated leadership skills with the ability to manage and motivate a diverse team.

• Strong operational acumen, with experience in labor management and cost control.

• Exceptional customer service skills, with the ability to resolve issues efficiently and maintain high guest satisfaction.

• Knowledge of health and safety regulations, as well as licensing requirements for food and beverage service.

• Excellent communication and interpersonal skills, capable of working effectively with staff, guests, and other department heads.

• Flexibility to work a varied schedule, including nights, weekends, and holidays, as required by the demands of the business.

HOURS / SCHEDULE 

• This role requires being on site, managing all events with the support of an event captain. Events under 50 people may be delegated to event captains if the Service Director exceeds agreed upon hours in a work week. 

• This role is substantially busier during specific months of the year, and will allow for a flexible schedule during slower months to compensate. 

• Requires the ability to work 10-12 hour shifts.

• Required to be trained in FOH of sister hospitality brands in order to support them during slow event seasons. 

COMPENSATION

• Annual Base Salary: $40,000 - $50,000

• Monthly revenue share, no cap

  • Total estimated compensation: $50,000 - $65,000

BENEFITS

• Paid Time Off: 15 days 

  • PTO may not be carried over to the following year. 

  • Additional time may be permitted with no pay and advance notice.

  • In addition to PTO, The Wool Factory is closed Thanksgiving Day, Christmas Day, and 7 days in January annually.

• Health Insurance: Salaried employees are eligible to join the company health plan and receive a $300 employer contribution starting on the first of the month following 30 days of employment

• Vision and Dental: Employees are eligible to join the company vision and dental plan on the first of the month following 60 days of employment.

• Group Life Insurance 

• Simple IRA: Matched by The Wool Factory by up to 3% of the employee’s salary. 

• Parental Leave: 

  • For birth or adoption, you will be eligible for up to twelve (12) weeks of leave at base pay