Service Manager

Casa Cruz New York , is located in a six-story beaux arts townhouse on 61st Street, between Park and Madison Avenue. Casa Cruz New York has 220 seats across five floors and is open for dinner and drinks. We are focused on the design, development and operation of hospitality brands that, at their core, are about bringing people together. For us, great hospitality starts with our professional and dedicated Managers.

The Service Manager will work closely with the General Manager and all members of the restaurant’s management team to ensure the restaurant is operating according to the standards set by the GM. They will be responsible for overseeing service, training Front of House staff and sharing administrative responsibilities. Dining room managers are integral and active members of service. Managers are expected to be hands on from the beginning to end of the guest experience – with guests, the service team, and the Back of House team.

Duties/Responsibilities:

• Opening and closing managerial responsibilities include, but are not limited to:
• Financial/cash handling
• Operational administrative tasks
• Overseeing the Front of The House staff through all working hours – setting up for service and closing each shift according to restaurant standards
• Upholding all health and safety procedures
• Assisting in executing initiatives and service protocols through staff training
• Floor management responsibilities include, but are not limited to:
• Frequent decision making and troubleshooting
• Maintaining proper flow of service (at the door, on the floor, and at the pass)
• Upholding service standards, product quality and cleanliness
• Clear and continuous communication with kitchen and all Front of House staff to ensure proper flow of service and guest satisfaction
• Guest interaction – ensuring service and food quality, cultivating relationships, and resolving issues
• Training and development of Front of House hourly team include:
• Assisting in training of all Front of House hourly staff based on standards determined by the General Manager
• Executing Front of House employee training program as determined by the General Manager
• Continual development of Front of House employees by upholding performance expectations, providing ongoing feedback, and offering input for regular performance reviews
• Directing staff and enforcing service standards.
• Administering Front of House hourly disciplinary action as needed, by dictated protocols
• Ensuring Front of House staff have appropriate food, beverage, and service knowledge
• Overseeing daily reservations and providing support at the host stand throughout the shift
• Managing private event inquiries and day-of event execution
• Leading by example in all areas:
• Proper execution of all service standards and protocols
• Clear and professional communication with corporate offices, other managers, all hourly employees, and guests
• Exceptional work ethic, strong attention to detail, and a collaborative attitude
• Ensuring all guests enjoy their experience
• Administrative:
• Work with the General Manager to set up a timeline and schedule for food & beverage education plans
• Assist in managing customer service responses and leading all guest recovery efforts including but not limited to online feedback, guest complaints, and immediate service recovery
• Additional managerial administrative responsibilities may be required as needed

Required Skills/Abilities:

• Must be available to work late night closing shifts.
• 2+ years of restaurant management experience.
• Must acquire Food Handler’s certification within 30 days of hire.
• Strong service, food and beverage knowledge.
• Detail oriented, organized and professional.
• High volume, fast-paced, and high-profile restaurant experience preferred.
• Able to demonstrate quick thinking and adaptability in a constantly changing environment.
• Knowledge of computer accounting programs, math skills, and budgetary analysis.
• Strong computer skills (Microsoft Office), and POS systems (Toast)
• Demonstrated knowledge and experience with managing inventory and cost control.
• Ability to speak, read, write in English.
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour, and labor relations

Physical Demands:

• Involves standing most of the time, as well as climbing stairs repeatedly. Also involves repeated reaching with arms and hands, carrying objects less than 20 lbs.
• May include possible lifting and moving objects of 40lbs or more.

Please note: This job description is not intended to be all-inclusive. This position may be required to perform other related duties to meet the ongoing needs of the restaurant.

Casa Cruz is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, creed, religion, gender (including gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, marital status, domestic violence, sexual violence or stalking victim status, ancestry, national origin, alienage or citizenship, age, disability, military or veteran status, genetic information or predisposing genetic characteristic, or other protected status.