Service Director

About Crenn Dining Group

At Crenn, we are guided by our values of humanity, sustainability, artistry and equity. We create culinary experiences that challenge convention with a planet first mindset. Seeking to keep these values at the forefront of everything we do, we are committed to inclusion at all stages in our operation, from the purveyors we work with to the team we hire. We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Qualities required: 

• Restaurant FOH 2-5 years 
• Managerial and leadership skills.
• High Energy. 
• Understanding of Luxury hospitality
• Warm and welcoming to both staff and guests
• Must have exceptional skills in guest services as well as staff leadership
• High functioning with an ability to multitask
• Must have an exceptional knowledge of food and service.
• Operational skills in Microsoft Excel, Word, as well as accounting and cost-management
• Knowledge of Toast, Tock, CRM Programming
• Strong decision-making capabilities
• High communication, collaboration, and delegation skills
• High functioning command of the English language, as well as basic knowledge of relevant languages in the field of wine.
• Proven ability to develop and maintain financial plans
• Ability to motivate and lead people, and hold employees accountable
• Strong working knowledge of operational procedures
• Candidates with the ability to travel or relocate to other areas of the USA strongly considered. 

MAIN RESPONSIBILITIES

Taking an active role in training, coaching and assisting the sommelier, host, receptionist, and service assistant. Responsible for the overall management of the dining room, including inventory, preventative maintenance, and forecasting needs for supplies and repairs. 

• Act as liaison between front-line employees and the kitchen
• Leading the FOH service team to ensure service standards are maintained.
• Ensure guest and employee satisfaction are always at the highest level.
• Follow the steps of service and ensure the concept and philosophy are clear to all employees and guests 
• Oversee day-to-day operations, assigning weekly performance goals and assuring their completion, while accomplishing your own goals
• Recruit, onboard, and train high-performing employees to achieve sales, profitability, market share, and business plan objectives
• Maintain project timelines to ensure tasks are accomplished on time
• Develop, implement, and maintain budgetary and resource allocation plans
• Assist with all styles of Service in the restaurant
• Delegate responsibilities to the best employees to perform them while enforcing all policies, procedures, standards, specifications, guidelines, training programs, and cultural values
• Resolve internal staff conflicts efficiently and to the mutual benefit of those involved

SERVICE

• Assist in researching guests prior to the dinner service (via Google, LinkedIn, Facebook, Instagram)
• Double check reservations and make sure the host assigned tables.
• Print the reservation report and guests’ tickets for the service meeting.
• Assist the reservationist on email, phone call and any request if needed.
• Maintaining standards and steps of service according to the Service Manual.
• Ensure the restaurant cleanliness and organization tasks are being completed by FOH staff.
• Maintain ambiance by controlling lighting, background music and quality and placement of linen service, glassware, dinnerware, and utensils.
• Assist and report any guest complaints
• Update food, beverage and service training plan for staff, including study materials, quizzes 
• Assist with inventory/ ordering of supplies (menu collateral, POS paper products, business cards, etc.)
• Attend food and beverage training classes in order to coach other managers on training techniques
• Assist all areas of FOH with opening and closing duties, giving direction, coaching and leadership
• Maintain thorough knowledge of all service standards, food descriptions, Crenn philosophy, equipment, teas, coffees, and all non-alcoholic beverages. 
• Meet with the kitchen team daily to discuss changes in the menu.
• Be present on the floor during service, as well as providing the service of the wine choices of guests.
• Encourage and mentor FOH staff to enrich and strengthen their skills and knowledge in the company’s wine selections as well as the company’s wine philosophy.
• Assist every member of the FOH staff in all service facets.
• Be a liaison between the FOH and the Chef, communicating any information pertinent to the guest experience regarding restrictions, preferences, special needs, etc. 

MANAGEMENT

• Develop strategic plans for optimized productivity
• Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivated work environment, and creating innovative approaches for improvement
• Uphold standards of excellence 
• Seek out opportunities for expansion and growth by developing new business relationships
• Provide guidance and feedback to help others strengthen specific knowledge/skill areas
• Conducting 6 month and 1-year reviews of all FOH employees
• Maintain healthy and friendly relationships with all our providers.
• Ensuring proper training of new hires, and maintaining good customer and public relations within the community.
• Communicate any pre-training to new employees, giving them access to training materials and expectations.
• Participate and assist in conducting the beverage inventory. 

MENU OVERSIGHT 

• Consult with Chef de cuisine regarding menu change, verbiage 
• Uphold menu cleanliness and maintenance when damaged.
• Keep up to date menu descriptions and training.
• Provide menu description for all dishes 
• Ensure that all allergy modifications are made available daily for all dishes.
• Familiarize and assist with updating wine lists and wine pairing takeaways.

MEETINGS / COMMUNICATION

• Attend daily meetings and discuss menu, guest information, service issues.
• Respond to Communication within 72 hours of original date of inquiry 
• Attend manager meetings, prepared with talking points, maintenance issues, and other concerns in a respectful and professional manner.

LABOR / PAYROLL

• Review FOH labor schedules.
• Ensure that all labor numbers fit into the budget for Atelier and the sustained growth and prosperity of the restaurant long term. 
• Checking daily to ensure that all employees have proper clock in, clock out, and breaks.
• Assist during closing shifts to fill out tip calculator.

HEALTH AND SANITATION

• Train staff on the basic safety procedure for the DOH in California
• Assigning tasks to the front of the house staff to maintain regular cleaning procedures.
• Ensure proper sanitation and personal hygiene are maintained.

HUMAN RESOURCES

• Provide feedback in regard to employee performance.
• Perform employee evaluations and provide a succession and training program.
• Direct team members in accurate time keeping and time clock practices and policies.
• Ensure culture and core value of the company are translated to all employees.

EXPECTED BEHAVIORS:

• Reflect in the Atelier Crenn mission statement. Always show a positive attitude and energy in front of the team.
• Represent Atelier Crenn professionally through your personal appearance, communication, and respect for others and follow through. ‘
• Strive to exceed all standards.
• Demonstrate ownership of job responsibilities through focus, determination, and attention to detail with the goal of elevating the guest experience in every interaction.
• Act with integrity, honesty and knowledge, working towards achieving personal fulfillment rather than public attention.
• Demonstrate a good attitude by working collaboratively with colleagues to identify positive solutions to problems or issues. Be open and receptive to necessary changes in priorities. 
• Take responsibility for maintaining a clean, neat, and orderly work environment. 
• Use equipment, supplies, and other materials with a focused effort to reduce waste and increase safely.
• Welcome suggestions and new ideas as an opportunity to learn, grow and improve services.
• Anticipate and respond to guests' needs in a respectful and timely manner.
• Strive to establish a benefit for our guests, each other, the restaurant and the overall industry into the future.
• A determined commitment to the service standards for all positions in the front of the house. 
• The ability to remember names and faces of regular guests — and greet them by name.
• The flexibility to provide a high level of service to all guests.
• The ability to direct staff through modeling performance on the floor.
• An extensive knowledge of wine and how to pair appropriately with each course.
• The knowledge of the menu and its nuances that can help guests with restrictive diets
• The passive ego that allows a guest to vent without escalating the situation but rather, solving the problem to the guest’s enjoyment.
• The ability to empathize with staff members and help them develop to their next level.
• Ownership mentality — viewing the restaurant with the same goals as the owner/operators.
• The ability to foster teamwork: Work well in a team environment and motivate teams to sustain exceptional levels of performance
• The ability to take on any role in the FOH- at any time, for the overall success of the team