Service Manager Goal : To enhance the guest experience by preventing stress ors 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 Responsible for maintaining all up-to-date menus, food, drink, seasonal, tabletop promotional advertisements, and current promotional and entertainment posters throughout the restaurant ; responsible for ordering menu page and cover replenishment through commissary as needed Qualifications:? A m inimum of 3 years of s upervisory or m anagement e xperience?? Experience in a h igh- v olume r estaurant with a f ull- s ervice b ar Knowledge of or c ertification in safe f ood h andling p rocedures Knowledge of or c ertification in s afe a lcohol and b ar p rocedures? Experience Leading d iverse t eams of p eople Experience t raining and m entoring n ew s taff Strong j udgment which can be u sed to s et and a chieve g oals A p ositive and u pbeat p ersonality, c apable of i nspiring o thers Basic b usiness m ath s kills 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
