Service & Training Manager

Position Summary

At Lucy's Restaurant Group, we believe hospitality is more than service. It is how we make people feel. Our purpose is simple: to serve others through genuine hospitality.

The Service & Training Manager plays a vital role in bringing that purpose to life every single day. This position is responsible for leading daily floor operations while developing, coaching, and training our service team to deliver exceptional hospitality with consistency, warmth, professionalism, and care.

This role serves as both a floor leader and culture leader inside the restaurant. Success in this position requires a passion for people, a commitment to excellence, emotional intelligence, attention to detail, and the ability to inspire and develop others.

Our mission is to create unforgettable hospitality by serving exceptional food and drinks while always delivering genuine care and building meaningful relationships. The Service & Training Manager helps ensure that mission is reflected in every guest interaction, every shift, and every team member experience.

Core Responsibilities

Floor Leadership & Hospitality Execution

• Lead service on the floor with confidence, professionalism, urgency, and positive energy
• Create an environment where guests feel genuinely welcomed, cared for, and valued
• Actively oversee the guest experience from arrival to departure
• Maintain calm, organized operations during high-volume periods
• Address guest concerns with empathy, professionalism, and solution-oriented leadership
• Lead by example in hospitality, professionalism, communication, and teamwork
• Support seamless communication between the dining room, bar, and kitchen teams
• Help cultivate the warm, energetic, "Good Vibes Only" culture that defines Lucy's

Training & Team Development

• Lead onboarding and training for all front-of-house team members
• Ensure all service staff are educated on menu knowledge, service standards, systems, and hospitality expectations
• Coach team members in real time through observation, encouragement, accountability, and feedback
• Conduct and support impactful pre-shift meetings that inspire and educate the team
• Develop team members' confidence, communication skills, and hospitality instincts
• Reinforce Lucy's House Rules, company standards, and culture consistently
• Help maintain and improve training systems, SOPs, and service materials

Standards & Accountability

• Ensure excellence and consistency in service execution, cleanliness, side work, and operational systems
• Monitor guest feedback and identify opportunities to improve the guest experience
• Hold team members accountable with professionalism, fairness, and respect
• Support a culture of ownership, teamwork, positivity, and continuous improvement
• Partner closely with leadership to strengthen systems, elevate service standards, and develop future leaders

What We Value

We are looking for someone who:

• Leads with humility, positivity, and professionalism
• Believes hospitality is a profession and a calling
• Thrives in a fast-paced, team-oriented environment
• Takes pride in developing and encouraging others
• Cares deeply about creating memorable guest experiences
• Embodies genuine hospitality and emotional intelligence
• Helps people feel seen, welcomed, and valued

Qualifications

• 2 years of restaurant leadership experience preferred
• Strong knowledge of full-service restaurant operations
• Exceptional communication and interpersonal skills
• Passion for hospitality and developing people
• Ability to lead calmly and effectively under pressure
• Strong organizational and time management skills
• Nights, weekends, and holidays required