POSITION PURPOSE

The Service Manager position creates legendary experiences for guests and team members through the leadership and engagement of servers. The role is responsible for all guest related metrics for servers and focuses on overall improvement of guest engagement tactics.

RESPONSIBILITIES

• Supervises the operation of the sports bar, conducting effective figure 8s throughout each shift
• Provides support to team members and managers and adds energy to each area of the sports bar
• Diligently follows and enforces food and general safety requirements and models behavior that protects them and others
• Coaches team member and shift manager behaviors and makes recommendations for the counseling, discipline and termination of team members
• Interacts with guests in the dining room and the bar, makes personal connections and seeks specific feedback about their experience
• Handles team members’ complaints or concerns by actively listening, involving the necessary individuals and investigating and resolving where appropriate
• Ensures compliance with all local, state and federal laws
• Interviews bar candidates and makes hiring and promotion recommendations to the AGM and GM
• Ensures the execution of training programs during shifts and ensures compliance for direct reports on all training and certification requirements
• Onboards, develops and retains bartenders
• Effectively schedules direct reports to optimize productivity and team member engagement
• Supports the management of COS, CVDs and labor related costs
• Drives improved dine-in sales and average check growth
• Ensures compliance with all company sales building initiatives and ensures that proper steps of service are executed
• Assists with execution of strategic plans for the front of house (FOH) based on guest feedback metrics
• Maintains vending equipment, including tablets
• Supports GM with server Wing Certified Trainer (WCT) selection and training program execution
• Assists with zone rollouts and introductions of new products, tools and services
• Conducts pre and post shift meetings
• Completes all manager tools on time and with integrity
• Manages the balance of labor hours and service efficiency during their shift to meet labor guidelines without sacrificing guest service
• Conducts reviews and performance evaluations for all direct reports
• Stays current on all federal, state, local and company required training and certifications, such as responsible alcohol service and food safety
• Other duties as assigned