Service Manager

Description

Service Manager (AGM)

Location: Restaurant Site
Reports To: General Manager

About the Role

We’re looking for a hands-on Service Manager who leads from the floor, sets the tone for hospitality, and drives a high-energy, guest-first culture. This role is responsible for executing daily operations, coaching and developing staff, and ensuring every guest experience reflects our standards.

Success in this role means owning the shift, supporting your team, and consistently delivering a clean, organized, and high-performing environment.

What You’ll Do

Lead the Floor

• Take full ownership of service during your shifts—energy, pace, and guest experience
• Actively manage the dining room, bar, and guest flow to ensure smooth operations
• Lead pre-shift meetings that are clear, focused, and motivating

Drive Guest Experience

• Deliver and model exceptional hospitality at all times
• Resolve guest concerns quickly and professionally, turning issues into positive outcomes
• Oversee reservations and seating strategy to maximize flow and revenue

Develop & Manage the Team

• Coach, train, and motivate staff in real time
• Hold team members accountable to standards, including attendance, performance, and appearance
• Recognize great performance and address issues promptly and professionally
• Evaluate team members for growth and promotion opportunities

Own Operations

• Execute company systems, policies, and standards consistently
• Adjust staffing and floor plans in real time to maximize efficiency
• Complete daily checklists, logs, and operational reporting (HotSchedules or equivalent)
• Conduct end-of-shift checkouts with all team members

Financial & Administrative Oversight

• Manage cash handling procedures, including drawers, change, and shift closeouts
• Approve comps, discounts, and voids with sound judgment
• Monitor inventory levels and assist with ordering and stock checks

Maintain the Space

• Ensure the restaurant is clean, safe, and organized at all times
• Oversee minor maintenance, repairs, and cleanliness standards daily
• Enforce hygiene and uniform standards consistently

What We’re Looking For

• Strong floor presence and leadership mindset
• Excellent communication and problem-solving skills
• Ability to stay calm and decisive in a fast-paced environment
• High attention to detail and operational discipline
• Passion for hospitality, team development, and guest experience

Physical Requirements

• Ability to stand and move for extended periods (8+ hours)
• Ability to lift up to 50 lbs
• Ability to safely maneuver full kegs (up to 125 lbs)

What Success Looks Like

• Guests leave having had a memorable, seamless experience
• The team feels supported, motivated, and accountable
• The restaurant runs clean, efficient, and on standard—every shift

Requirements

• Coordinate and supervise restaurant operations during scheduled shifts in accordance with company polices.
• Manage staff to the company policies of the OM & EH, praise on a regular basis, reprimand as needed.
• Adjust day of schedule to maximize efficiency and effectiveness.
• Complete daily checklists, logs & planner tasks.
• Checkout each team member before releasing them from work.
• Authorize discounts, voids and other register functions with discretion.
• Resolve customer service issues and guests inquires.
• Make and execute reservations.
• Preparing cash drawers, making change and shift count-outs.
• Lead shift meetings & participate in manager meetings.
• Coordinate and execute basic maintenance, repair and cleaning projects.
• Daily stock checks and ordering.
• Train, develop & motivate staff - Evaluate staff for promotions.
• Log recap of daily operations and staff performance in Hot Schedules.
• Daily review of dress code and hygiene standards.