Service Manager

Description

At Texas Card House, we are dedicated to providing the highest quality of service to our guests. We take pride in creating memorable experiences and building a culture where hospitality, professionalism, and guest satisfaction come first.

We are seeking an experienced and service-focused individual to join our team as a Service Manager. This position is responsible for overseeing the guest experience throughout the facility, coaching and developing front-of-house team members, ensuring service standards are consistently executed, and acting as a liaison between guests, staff, and management.

The ideal candidate is a natural leader who is passionate about hospitality, thrives in a fast-paced environment, takes initiative, and is committed to delivering exceptional service while helping others grow and succeed.

Guest Experience & Service Leadership

• Lead by example in providing exceptional guest service at all times.
• Ensure all guests receive prompt, friendly, and professional service.
• Address guest concerns, complaints, and service recovery situations with professionalism and urgency.
• Build relationships with guests and create a welcoming environment that encourages repeat visits.
• Monitor service levels throughout the facility and proactively identify opportunities for improvement.
• Ensure team members maintain a positive, professional, and hospitality-driven attitude.

Team Leadership & Development

• Supervise front-of-house service staff, including servers, hosts, bartenders, cashiers, and support staff as assigned.
• Assist with onboarding and training new team members on company standards, service expectations, and operational procedures.
• Provide coaching, mentorship, and real-time feedback to improve team performance.
• Conduct shift meetings and communicate operational priorities, promotions, and service initiatives.
• Assist management with performance evaluations, corrective action, and recognition programs.
• Foster a culture of accountability, teamwork, and continuous improvement.

Operations & Facility Oversight

• Monitor daily operations to ensure compliance with Texas Card House policies and procedures.
• Conduct floor walks to ensure cleanliness, organization, safety, and operational readiness.
• Coordinate with Poker Operations, Food & Beverage, Security, and Management teams to ensure a seamless guest experience.
• Assist with staffing coverage, break management, and shift execution.
• Identify operational challenges and recommend solutions to improve efficiency and guest satisfaction.
• Maintain accurate shift notes, incident reports, and operational documentation as needed.

Event & Promotional Support

• Assist with the execution of promotions, tournaments, special events, and marketing initiatives.
• Ensure staff are knowledgeable about current offerings, events, and guest programs.
• Support management in driving guest engagement and participation.

Administrative Duties

• Complete daily operational reports and service audits.
• Track guest feedback and communicate trends to management.
• Participate in departmental meetings and training sessions.
• Perform other duties as assigned by management.

Requirements

Qualifications

• 3+ years of experience in hospitality, restaurant, casino, private club, or front-of-house management.
• Experience leading hourly service teams in a fast-paced environment.
• Casino or poker experience is preferred but not required.
• Strong guest service and conflict resolution skills.
• Experience working collaboratively with kitchen leadership and cross-functional teams.
• Must hold current TABC and Food Handler’s certifications or have the ability to obtain.

Skill Set

• Strong leadership and team development skills.
• Expertise in guest service recovery and de-escalation.
• Excellent operational organization and floor management abilities.
• Proficiency with POS systems (Toast, Union, etc.) and membership/reservation software.
• Ability to multitask and maintain composure in a high-volume environment.
• Strong interpersonal communication and accountability management skills.

Core Competencies

• The Hospitality Leader: Leads by example and creates a culture centered around exceptional guest service and professionalism.
• The Operator: Understands how to balance service quality, labor efficiency, and operational execution in a fast-paced environment.
• The Problem Solver: Handles guest and employee concerns calmly, professionally, and efficiently.
• The Team Partner: Collaborates effectively with Poker Operations, Culinary, and Club Leadership to ensure a seamless member experience.

Availability

• Primarily on-site role based at assigned location.
• Must be available to work nights, weekends, holidays, and peak tournament/event periods.
• Flexibility to support operations at other club locations as needed.

Job Details:

• Job Type: Full-time
• Expected hours: 40-50 hours per week

Benefits:

• Medical Insurance
• Dental & Vision Insurance
• Paid Time Off
• Employee Discounts (Gym, Food, Merchandise, and more!)
• Flexible Schedules

Equal Opportunity EmployerTexas Card House is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. If you require any accommodations during the application process or while performing any job duties, please inform us so we can ensure equal access.