Service Manager

Reports To: General Manager 

About Kent Hospitality Group: 

Kent Hospitality Group is a visionary team reshaping hospitality through community, culture and excellence. Founded by the late Chef Jamal James Kent, this award-winning group delivers unrivaled experiences that are both welcoming and exceptional.

With a portfolio that includes Michelin-starred restaurants, private members clubs, and world-class venues, KHG creates destinations where guests and team members alike feel welcome and inspired. In partnership with entrepreneur-led private equity group SC Holdings, we believe extraordinary hospitality begins with extraordinary teams, valuing not just what we create, but how we work together to bring it to life.

Position Summary:

The Service Manager is a key front-of-house leader responsible for overseeing daily operations and ensuring a seamless, high-touch guest experience in a Michelin-starred environment. This role blends hands-on floor leadership with staff development, administrative oversight, and collaboration across departments. The Service Manager leads host, bar, server, and support teams with a focus on hospitality, training, and operational excellence.

The ideal candidate leads by example, demonstrates strong operational intuition, and upholds the highest standards of hospitality, professionalism, and consistency. They bring at least 3+ years of management experience in high-volume restaurants and have a background in fine dining or elevated service environments.

Key Responsibilities:Service Execution & Floor Management

• Supervise and support daily service, maintaining high-touch hospitality, efficiency, and polish.
• Ensure timing, pacing, and service flow are coordinated with the Chef and General Manager.
• Manage floor plans, reservations, pacing, and guest flow using systems like SevenRooms, Resy or OpenTable.
• Maintain visibility on the floor and engage with guests throughout service to ensure satisfaction.
• Handle guest feedback and recovery with discretion, warmth, and urgency.

Team Development & Training

• Train, coach, and mentor front-of-house staff in technical service, hospitality language, and guest engagement.
• Lead pre-shift meetings and daily briefings to communicate menu updates, VIPs, and service goals.
• Participate in onboarding and training of new hires, ensuring alignment with brand standards.
• Assist in performance evaluations, goal setting, and corrective coaching as needed.
• Foster a collaborative, respectful, and inclusive team culture.

Administrative Oversight & Compliance

• Support scheduling for the FOH team and assist in managing labor in alignment with budgeted targets.
• Monitor and enforce compliance with health, safety, labor, and cleanliness standards.
• Submit or oversee daily reports, shift notes, and service logs for internal use.
• Uphold timekeeping policies, appearance standards, and code of conduct expectations.

Cross-Departmental Collaboration

• Work closely with BOH, beverage, events, and marketing teams to align on guest experience and service delivery.
• Coordinate service execution for private dining, large parties, and special events in collaboration with the Events team.
• Participate in weekly leadership meetings to contribute to strategic planning and operational alignment.

Guest Experience Strategy

• Maintain up-to-date knowledge of menus, wine pairings, dietary accommodations, and beverage offerings.
• Track guest preferences and histories to personalize service and support guest retention.
• Identify service touchpoints and lead initiatives to enhance overall guest satisfaction.
• Participate in post-visit outreach or follow-ups for VIPs and special occasions.

Technology & Systems Management

• Oversee proper use and troubleshooting of service-related systems such as POS, reservation platforms, and table management tools.
• Utilize available analytics tools to monitor turn times, guest sentiment, and service performance.
• Ensure all guest data, notes, and visit history are consistently and accurately captured.

Inventory & Facilities Oversight

• Monitor serviceware, uniforms, linens, and tabletop inventory to ensure readiness and upkeep.
• Coordinate with BOH and support teams for timely restocking, maintenance, and repair of service equipment.

Compliance & Licensing

• Ensure Health, Safety & Food Compliance: Follow local health codes, food safety standards (e.g., ServSafe), OSHA regulations, and maintain a clean, safe environment for staff and guests.
• Uphold Labor, Alcohol & Operational Laws: Adhere to wage and hour laws, manage alcohol service compliance, enforce workplace policies, and ensure accurate cash handling and inventory practices.
• Maintain Brand & Policy Standards: Consistently apply company SOPs, guest service protocols, and corporate compliance expectations across all locations.

Qualifications:

• 3-5 years of fine dining or luxury hospitality experience in a high-volume, service-driven environment (Michelin-starred or equivalent preferred).
• Demonstrated ability to lead teams with professionalism, empathy, and accountability.
• Deep knowledge of classic and modern service techniques, food, wine, and spirits.
• Strong administrative and organizational skills, including labor and cost controls.
• Proficient in POS and reservation systems (e.g., Toast, Resy, SevenRooms).
• Exceptional communication, conflict resolution, and guest relations abilities.
• Availability to work evenings, weekends, and holidays as needed.
• Must be able to stand for extended periods and lift up to 50 lbs when required.
• Must possess a valid New York State Food Handler’s License.