Service Manager

Similar to a Dining Room Manager, a Service Manager plays a pivotal role in ensuring the smooth and efficient operation of the restaurant’s front-of-house service, overseeing the service staff, managing customer interactions, and working closely with other managers to maintain exceptional service standards. Responsibilities encompass staff supervision, training, customer satisfaction, and operational efficiency.

Typical responsibilities:

• Recruit, hire, and train service staff, including hosts, servers, and bartenders.
• Create staff schedules, ensuring adequate coverage during peak and off-peak hours.
• Conduct performance evaluations, provide constructive feedback, and address performance issues.
• Train staff on service standards, product knowledge, and proper serving techniques.
• Foster a positive, inclusive work environment and encourage teamwork and professionalism.
• Ensure a high level of customer satisfaction by monitoring service quality and addressing any concerns or complaints.
• Interact with customers, provide personalized service, and handle special requests or VIP guests.
• Train staff on customer service techniques, upselling, and handling difficult situations.
• Maintain a welcoming and friendly atmosphere, creating a positive dining experience for customers.
• Collaborate with the kitchen staff to ensure smooth coordination between the front and back of the house.
• Oversee table reservations, seating arrangements, and waitlist management.
• Monitor and maintain cleanliness, organization, and appearance of the dining area, including tables, chairs, and overall ambiance.
• Manage inventory for front-of-house supplies, such as glassware, utensils, and linens, and coordinate with relevant vendors.
• Implement and enforce health and safety regulations, including food handling and sanitation practices.
• Control costs by monitoring labor and supply expenses while maintaining service quality.
• Work with the management team to develop pricing strategies and menu updates.
• Monitor sales performance, analyze trends, and make recommendations for improvement.
• Handle cash management, including cash handling procedures, reconciliations, and deposits.
• Develop and implement ongoing training programs for service staff, focusing on product knowledge, service techniques, and upselling.
• Stay updated with industry trends, new food and beverage offerings, and service best practices.
• Conduct regular staff meetings and provide ongoing coaching and guidance to enhance performance.

Useful qualifications:

• Proven experience in a supervisory or managerial role within the food and beverage industry.
• Strong leadership skills with the ability to motivate and manage a diverse team.
• Excellent customer service and communication skills.
• In-depth knowledge of food and beverage operations, including service standards, menu items, and wine pairing.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and handle challenging situations with composure.
• Proficiency in using restaurant management software and POS systems.
• Knowledge of health and safety regulations and compliance standards.