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Service Director

The Service Director reports to the General Manager and provides the necessary support to our service staff to ensure every single person hired feels a part of the team and understands that they are the communication point between our brand and our customer.  Hire those with a completely friendly demeanor, who can also deliver the most informative and attentive service from greeting to final sale.  Lead collaboration with partnering departments on staff education of all products, services and integrated parts of the company. Work with all management team to ensure seamless operations

 

Overview of Responsibilities:

Hiring and Training:

  • Collaborate with the Management team  on content for training documents for new and existing products
  • Schedule and manage the training calendar for service staff using Hotschedules software
  • Monitor new hire training for each service position; this includes a review of each service position detail, outline of duties and complete training schedule with sign offs before staff joins the team
  • Supply all new hires with training documents and input the employee into the POS system
  • Ensure new hire paperwork is complete and coordinate on-boarding with Office Manager
  • Review basic rules of the handbook with the new hires including uniform parameters, staff meals and time away, and steps of reprimand if rules are not adhered to  
  • Update and communicate service manuals and side-work sheets as necessary

 

Meetings & Communication:

     Monthly:

  • Meet with Executive Chef to maintain a healthy working relationship between FOH and BOH and discuss any hiccups in operations between departments.
  • Meet with the Events Department to review the upcoming months in the calendar and discuss ideas of adding in-house programming for any holes in the schedule
  • Organize a monthly staff meeting and tasting for staff to ensure communication between departments is clear - communicate, policies, changes, new menu items, new hires, etc. as well at this time

 

     Weekly:

  • Meet with GM to address staffing, payroll, inventory, and equipment usage, including maintenance in relation to service.  It’s also a time to discuss ways to implement new selling incentives for service staff.
  • Meet with Service Team to review operations, service gains and/or areas of improvements, and a 10-day forecast of the upcoming schedule of events.
  • Meet weekly with all production teams to address FOH & Private Event staffing pars, inventory discrepancies, and discuss ways to implement new sales incentives
  • Meet with Events Team and Kitchen to clearly translate BEO’s and private and/or public event needs    

 

     Daily:  

  • Lead pre-service meeting for the venue, restaurant and private events managment teams: review shift notes, food training, beverage and service notes, new product launches and changes to policies & procedures.
  • Lead a daily pre-service meeting to ensure ongoing training of food, beverage and service aspects, including training on new products, policies & procedures (Note: The content for this meeting will come from manager log service notes, which are used and repeated in the daily pre-service to improve the service team.)   

Public & Private Events: The execution of service is the final element to deliver to a client on an event.  The Service Director is the bridging point between the Events Team and the client on the day of that service.

  • Arrive no less than 1 hour prior to Call time in order to organize and meet with client/events point person, and to make sure staff is completing their appropriate side-work duties
  • Lead the pre service event meeting, which should be no less than 30 minutes before the event to inform staff of timeline and of all necessary details
  • Remember “The Devil in the Details”: Arrange and verify beforehand on staffing, glassware, dietary restrictions, decorations, etc.; ensure the space is immaculate and details are perfect
  • Remain in constant contact with the CW event lead, as well as the Client throughout the duration of the event to ensure client satisfaction AND proper execution of timeline
  • Approach client to discuss an extension; If client does extend, make sure to translate the policy and cut off time, and get signatures and place contract and all beverage logs on events team desk
  • Produce BEO’s for One-off or Off-Site Events/Large Reservations

Service:

  • Ensure service management stays current in training staff on all new and existing products
  • Sign off on all hourly job descriptions, offer letters, and training documents for all service positions, including a summary of the position, outline of duties, and a complete training schedule
  • Develop staff sales incentives and performance reviews
  • Field all service complaints: prepare a reply to the guest and send with a final sign off from the GM
  • Practice a consistent survey of the space to ensure the staff, artists, and guests have everything they need to have the best experience while in our venue

Programming:

  • Lead discussions between Programming and Events to ensure ample turnover time to execute all potential events
  • Review scheduling and booking software daily to identify holes in the schedule
  • Review website content and in-house marketing collateral periodically to make sure materials are up to date

Financial:

  • Review payroll punches weekly to make sure no one is over- or underpaid due to erroneous clock-outs
  • Produce a weekly Product Mix email using POS Reporting - send to the Chef, Service Director, and GM to review item performance by menu
  • Produce a weekly comp and void overview report to be emailed and discussed with GM
  • Collect an EDC / EOD report from closing managers to ensure the batch has been run and cash handling procedures are followed.
  • Coordinate cash handling report and bank runs with Controller & Floor Management team.
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