Service Manager at Lucille's Restaurant Group

The Service Manager is responsible for overseeing the service operations in the restaurant, ensuring that guests receive an exceptional dining experience. This includes managing front-of-house staff, maintaining a high level of customer service, ensuring the restaurant operates efficiently, and upholding all service standards. The ideal candidate is a proactive leader with strong organizational and communication skills who can manage a team and provide excellent customer service under pressure.

Responsibilities

Staff Management & Development

• Supervise, motivate, and lead front-of-house staff, including servers, hosts, bussers, and bartenders.
• Conduct training and onboarding for new hires, ensuring they are familiar with service procedures, menu offerings, and customer service expectations.
• Create staff schedules to ensure optimal coverage during peak and off-peak hours.
• Provide ongoing coaching and performance feedback, as well as conduct performance reviews.
• Handle employee concerns and resolve conflicts in a professional and timely manner.

Customer Service Excellence

• Ensure that all guests receive prompt, attentive, and courteous service.
• Personally interact with guests during their visit to check on satisfaction and resolve any issues or complaints.
• Oversee guest seating arrangements and ensure tables are cleared promptly.
• Manage guest expectations and ensure the restaurant atmosphere remains welcoming and comfortable.

Operational Oversight

• Maintain the flow of service on the floor, ensuring that food and beverages are delivered in a timely manner.
• Ensure proper opening and closing procedures for front-of-house, including setting up the dining area and securing the premises.
• Monitor service standards and adjust staffing levels to accommodate customer flow.
• Ensure all front-of-house staff follow health, safety, and hygiene standards.

Inventory & Supply Management

• Monitor the front-of-house supplies (e.g., napkins, cutlery, glassware, condiments) and place orders as needed to ensure stock levels remain adequate.
• Work with the kitchen and bar teams to ensure seamless service and coordination between front and back-of-house.

Financial Management

• Assist in managing the restaurant’s daily sales and monitor guest check totals.
• Oversee cash handling procedures, ensuring that all checks are processed correctly and tips are distributed fairly.
• Monitor labor costs and strive to maintain budgeted payroll within targets.

Communication & Collaboration

• Act as the liaison between the kitchen, bar, and service staff to ensure smooth communication and efficient service.
• Attend pre-shift meetings to discuss daily specials, updates, and team assignments.
• Work with the Restaurant Manager to implement restaurant policies, procedures, and service standards.

Problem Solving & Conflict Resolution

• Address guest complaints and service-related issues promptly, ensuring the highest level of customer satisfaction.
• Resolve any internal conflicts that may arise among the staff or between staff and customers.
• Handle difficult or high-stress situations with professionalism and a calm demeanor.

Health & Safety Compliance

• Ensure all staff follow proper food safety and sanitation guidelines.
• Oversee the cleanliness of the front-of-house area, ensuring it is consistently tidy and presentable.
• Ensure compliance with all local regulations regarding food service and health codes.

Reporting & Feedback

• Provide feedback to the Restaurant Manager and/or General Manager regarding front-of-house operations, customer feedback, and staff performance.
• Complete daily reports on staffing, customer satisfaction, and any operational issues.

Qualifications

• Education: High school diploma or equivalent required; a degree in Hospitality Management or a related field is a plus.
• Experience: Minimum of 2-3 years of experience in a supervisory or service-oriented role within the restaurant or hospitality industry.

Required Skills

• Strong leadership and team management abilities.
• Excellent verbal communication and interpersonal skills.
• Ability to work in a fast-paced, high-pressure environment.
• Exceptional problem-solving and conflict-resolution skills.
• Knowledge of restaurant operations, including POS systems and service protocols.
• A passion for providing outstanding customer service.
• Bilingual.

Preferred Skills

• Ability to stand for long periods of time and perform physical tasks, such as lifting trays and carrying supplies.
• Ability to move quickly and remain composed during busy shifts.
• Must be available to work flexible hours, including nights, weekends, and holidays.