Sr Guest Service Manager

JOB SUMMARY

The Senior Guest Service Manager is responsible for ensuring and providing a flawless, upscale, professional, and high-class guest service experience. Senior Guest Service Manager is responsible for ensuring that every guest interaction reflects our brand standards and that every team member is trained, coached, and inspired to deliver memorable experiences. You are the point person for VIPs, regulars, first-time diners, and service recovery — personally ensuring Harlo feels personal, polished, and exceptional.

ESSENTIAL JOB FUNCTIONS; include but not limited to:

• Cooperating with the general manager, and assisting with anything from project planning to staff management
• Nurturing positive working relationships with staff.
• Delegating daily tasks
• Addressing any issues in a timely fashion
• Ensuring company policies and procedures are followed
• Setting a good example for staff
• Maintain a visible, engaging presence in the dining room and bar
• Personally, connect with VIPs, regulars, first-time guests, and recovery opportunities
• Create personalized moments that turn great meals into memorable experiences
• Own and reinforce Harlo’s Steps of Service and brand standards
• Lead FOH service training, onboarding, and re-training
• Provide real-time coaching and feedback to service professionals
• Use OpenTable guest profiles and preferences to personalize service
• Partner with the GM and AGM on service meetings, training plans, and performance development
• Run successful shifts including staffing, flow of service, cleanliness, and presentation
• Assist with opening/closing procedures, minor cash handling, and daily administrative needs
• Support safety, sanitation, and certification compliance
• Other job tasks assigned

QUALFICATIONS:

• Great interpersonal and communication skills
• Strong problem-solving abilities
• Highly organized
• Good observation skills
• An ability to deliver constructive criticism
• Computer literate and basic Math skills
• An ability to identify weaknesses and provide coaching where necessary
• Leadership and time-management skills
• Knowledge of proper food handling techniques and procedures
• Demonstrated customer and personal service skills
• Must be flexible and willing to travel to different restaurants
• Strong emotional intelligence and natural guest engagement skills
• High attention to detail and pride in setting service standards
• Comfortable coaching in real time and holding teams to excellence
• Polished, warm, and confident presence
• Passion for hospitality and guest connection

PHYSICAL REQUIRMENTS:

• Ability to traverse all parts of the restaurant efficiently and knowledgably
• Ability to stand for prolonged periods of time. In some instances, the entire shift
• Intermittent periods of sitting at a desk and working on a computer
• Able to lift at least but not limited to 50 pounds and if more must be with assistance
• Read and visually verify information in a variety of formats (e.g., small print)
• Visually inspect tools, equipment, or machines (e.g., to identify defects)
• Ability to move quickly turning from left to right or right to left
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping

EDUCATION AND REQUIRED EXPERIENCE:

• High School Diploma or GED
• An associate degree or college education in restaurant and hospitality management or institutional food service management
• 3 years of high-volume or fine dining hospitality leadership
• Prior experience in a managerial position
• Ability to work flexible hours

The LEV Restaurant Group was founded in 2002 as a vehicle to inspire, create, develop and operate world class experiences for food & beverage concepts in the Restaurant Industry. We are excited to collaborate and invest in entrepreneurial spirited professionals to create authentic, immersive drinking and dining experiences. We partner with chefs, service leaders, and brand ambassadors and provide all the support necessary to ensure brand development success. Based in Las Vegas, LEV Restaurant Group oversees 800 employees and 40 multi-state locations.

Our CORE Focus and Values are to celebrate Dedication, Passion, Growth and Creativity while being Collaborative.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

At LEV Restaurant Group, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, please contact us at 702-566-7210.

https://www.levrg.com/