Service Director

Service Director

Reports To: Owner/Operator
Department: Front of House
FLSA Status: Exempt

The Service Director leads the day-to-day execution of service and development of the Front of House team at Alpino. The role centers on visible, hands-on floor leadership, thoughtful hospitality, consistent standards, and a supportive culture of accountability.

The Owner remains the active operator. Working within Alpino’s established systems and culture, the Service Director manages hosts, servers, and support staff; owns FOH scheduling and training; and ensures that guest communications and daily service responsibilities are completed through clear delegation and follow-through.

This position collaborates with the Owner, Marketing/Event Director, Wine Director, culinary leadership, and Business Manager. Success requires earning the team’s trust, understanding existing practices, and developing people while maintaining the warmth and character of Alpino.

• Lead daily FOH operations and act as Manager on Duty when scheduled, remaining visible, approachable, and actively engaged during service.
• Maintain established steps of service, pacing, coursing, table maintenance, and timing standards; resolve service breakdowns calmly in real time.
• Communicate clearly with culinary and beverage leadership to coordinate service and address guest needs.
• Ensure opening readiness, side-work completion, cleanliness, cash handling, and closing procedures follow established standards.
• Assign and communicate opening and closing responsibilities fairly; coordinate seating and staff cuts to support service needs and a balanced workload.
• Lead FOH service execution for private and public events in coordination with the Marketing/Event Director and culinary and beverage teams.

• Manage and develop the host team, including the primary host/reservations resource, currently Max. Delegate daily reservation administration and guest communication with clear expectations and coverage on days off.
• Ensure inquiries received by email, text, phone, and OpenTable are acknowledged and answered professionally within response-time standards established with the Owner; track follow-up through resolution.
• Oversee the reservation book and seating approach so they align with service capacity, established booking policies, and business needs.
• Ensure guest notes, special occasions, accessibility needs, and other relevant details reach the service team before arrival.
• Guide hosts on large-party requests and established pre-order and credit-card protocols; escalate exceptions, unusual requests, and event inquiries to the appropriate leader.
• Engage guests during service, identify recovery opportunities, and resolve concerns within established authority.

1. Scheduling, Systems & Operational Readiness

• Own FOH service staff scheduling, aligning coverage with projected volume, events, approved availability, and labor goals; coordinate with beverage leadership on shared staffing needs.
• Maintain approved FOH SOPs, checklists, MOD procedures, and service documentation so expectations are clear and consistently practiced.
• Observe service flow and recommend improvements. Discuss meaningful changes to standards, policies, workflows, or SOPs with the Owner before rollout; gather appropriate team feedback and train staff on approved changes.
• Coordinate POS and service technology needs with the Wine/Systems Director and other designated system owners, keeping responsibilities clear and changes aligned.
• Ensure service-related messages in the shared info@ account reach the appropriate person and receive timely follow-up.
• Maintain FOH communication tools and a shared calendar of events and other information relevant to service planning.
• Monitor pars and condition of FOH tools and supplies, communicate ordering needs, and maintain monthly merchandise inventory.

• Lead pre-shift meetings focused on hospitality, service standards, product knowledge, and the needs of the evening; coordinate beverage education with the Wine Director.
• Maintain training materials for hosts, servers, and support staff; support hiring and onboarding in collaboration with the Owner and designated leadership.
• Provide consistent, real-time coaching and clear expectations. Recognize strong performance and address gaps respectfully and directly.
• Develop training captains, servers, support staff, and future leaders through structured feedback and opportunities to grow.
• Document performance or behavioral concerns factually and communicate them promptly to the Owner and Becca, the Marketing/Event Director.
• Support the Owner and Becca in performance conversations and corrective actions when requested. Formal corrective action and disciplinary decisions remain with the Owner and Becca.

• Monitor FOH labor against approved targets and adjust staffing to business volume while protecting guest experience and service readiness.
• Maintain awareness of sales trends and service-driven measures, including per-person average, guest feedback, and appropriate food and beverage recommendations.
• Identify practical cost-saving and revenue opportunities and bring recommendations to the Owner.
• Coordinate with the Business Manager and Wine/Systems Director on reporting and administrative needs within their respective responsibilities.

• Lead through presence, example, and follow-through. Be willing to step in and support the team where service needs it.
• Coach with respect and hold clear, consistent expectations. Listen, understand the reason behind existing practices, and earn trust before proposing changes.
• Communicate calmly and professionally under pressure; address concerns privately when appropriate and avoid public confrontation.
• Use facts and observations when discussing performance or operational issues; seek context before drawing conclusions.
• Balance consistent service standards with warmth, flexibility, and sound hospitality judgment.
• Remain open to feedback, coaching, and accountability from the Owner and fellow leaders.
• Delegate effectively and verify completion. Accountability for an outcome does not require personally performing every task.