Service Manager (Front of House)
Reports To: General Manager / Director of Operations
Position Summary
The Service Manager is responsible for leading front-of-house operations during assigned management shifts while maintaining exceptional guest service standards. This role acts as Manager on Duty on designated evenings and works alongside the team as a server during additional shifts. The Service Manager is responsible for guest satisfaction, staff supervision, cash controls, and ensuring smooth daily operations.
Key ResponsibilitiesLeadership & Supervision
- Act as Manager on Duty during assigned shifts.
- Lead, coach, and support servers, bartenders, hosts, and support staff.
- Ensure company policies, service standards, and procedures are followed.
- Handle guest concerns and resolve issues professionally.
- Conduct pre-shift meetings and communicate daily priorities.
- Maintain a positive, professional work environment.
Guest Experience
- Ensure every guest receives prompt, friendly, and attentive service.
- Monitor dining room service and staff performance.
- Address guest complaints and recover service issues effectively.
- Assist with large parties, reservations, and special events.
- Build relationships with regular guests and encourage repeat visits.
Operations
- Monitor staffing levels and make adjustments as needed.
- Ensure cleanliness and organization throughout the restaurant.
- Verify daily cash handling and POS procedures are followed.
- Maintain food safety and liquor compliance standards.
- Communicate operational issues to management promptly.
Staff Development
- Assist with training new employees.
- Coach team members on service standards and sales opportunities.
- Provide feedback and recognize strong performance.
- Report performance concerns to management.
Server Responsibilities
- Work assigned serving shifts while maintaining all server duties.
- Deliver excellent guest service and achieve sales goals.
- Support fellow team members during busy periods.
- Maintain section standards and side duties.
Qualifications
- Previous restaurant serving experience required.
- Previous supervisory or leadership experience preferred.
- Strong communication and problem-solving skills.
- Ability to lead by example in a fast-paced environment.
- Knowledge of POS systems and cash handling procedures.
- Availability to work evenings, weekends, and holidays.
Schedule
- Manager on Duty: Thursday, Friday, and Saturday.
- Serving shifts: Two additional shifts per week.
- Approximately 35–45 hours per week.
Performance Expectations
- Maintain high guest satisfaction scores.
- Support labour and sales targets.
- Ensure service standards are consistently met.
- Develop and retain front-of-house team members.
- Foster a culture of accountability, hospitality, and teamwork.
Pay: $17.75 per hour
Benefits:
- Discounted or free food
- On-site parking
Experience:
- Serving: 5 years (preferred)
- Supervising: 3 years (preferred)
Work Location: In person
