Service Manager - Kansas City

Summary/Objective
The objective of the Service manager is to ensure our guests have an amazing experience every time they visit. This is achieved through communication with guests, and supporting and training the FOH staff to deliver relentless hospitality. This role sits on the location leadership team and has a role in supporting overall taproom operations.


Core Values

Big Grove only hires and retains people who exhibit our core values. Our Core Values are:

1. Set the Tone
2. Thirst for Improvement
3. We Care
4. Practice Candor
5. Passion Driven

You will be given a culture deck explaining these core values. The goal of our culture deck is to show you who we are as a company, and then you can decide if you personally align with us and are excited to begin a career here.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Accountable for the guest experience: This includes ensuring the restaurant is being opened and closed with the highest of standards and that your guests have a fantastic experience from the moment they walk in until the moment they are out the door.
2. Communication with your team: This role is accountable for service running smoothly everyday. Set expectations and give direction daily to your team through effective communication. Set them up for success.
3. FOH team development: Responsible for developing, growing, training and refining teammates in our values, standards, and stories.
4. Event Support: Have full understanding of events and the ability to run any event.
5. Participate in location leadership meeting. Discuss issues effectively and with care, and provide experience, insights and ideas to help Big Grove constantly improve. Complete all tasks assigned from those meetings timely.
6. People management: Use our people and performance tools to effectively communicate, manage, check in, support, hold accountable and follow through with the team.
7. Accountable for Financial Performance: The Service Manager will be part of the leadership team who is accountable for the financial performance of the unit. Effectively manage FOH COGS, inventory and labor cost, and implement ideas and education to increase revenue.
8. Foster a cohesive and productive working environment through strong cross-departmental communication and collaboration among teams

Competencies

• Leadership & Team Management
  
  • Strong ability to lead, inspire, and develop teams.
  • Experience in hiring, training, and retaining high-performing staff.
  • Conflict resolution and the ability to handle employee or customer issues effectively.
• Financial & Business Acumen
  
  • P&L management to drive revenue and profitability.
  • Cost control strategies, including inventory management, labor costs, and waste reduction.
• Customer Experience & Brand Management
  
  • Ability to create a consistent and amazing guest experience through the team.
  • Understanding of customer preferences, menu development, and special events.
  • Brand ambassador mindset, ensuring the taproom aligns with the company's values and brand.
• Problem-Solving & Adaptability
  
  • Ability to troubleshoot staffing shortages, supply chain issues, or unexpected operational challenges.
  • Comfortable making quick, data-driven decisions in a fast-paced environment.
  • Flexibility to adapt to market trends, seasonal shifts, and evolving customer expectations.
• Technical & Industry Knowledge
  
  • Understanding of draft systems, beer production, and bar operations.
  • Familiarity with POS systems, scheduling software, other restaurant software
  • Knowledge of beer styles, food pairings, and proper service techniques.

Be a high performing Big Grove team member with ability to look at business as a whole, communicate with all people, collaborate with all departments, work to solve organizational problems, and accomplish goals. Contribute to and exemplify BGB values, vision, standards, and culture.

Supervisory Responsibility

Supervises all Front of The House Staff. Works closely with Back of the House Leadership to ensure Big Grove is operative the best way possible.

Work Environment

• Physical Setting: Work is primarily performed in a taproom/restaurant setting, with frequent movement between front-of-house (FOH) and back-of-house (BOH) areas. The environment includes exposure to noise, crowds, varying temperatures (kitchen, patio, cooler), and occasional outdoor elements during events.
• Pace & Demands: The position involves frequent interruptions, managing multiple priorities at once, and responding quickly to guest or staff needs. Standing, walking, and moving throughout the shift are required, often for 8-10 hours at a time.
• Collaboration: This role requires regular interaction with team members across all departments (FOH, BOH, brewery, and corporate) as well as guests, vendors, and community partners.
• Leadership Presence: As the leader of the team, the Service Manager is expected to lead by example, maintain a visible presence on the floor, and support both operational efficiency and team morale in a dynamic environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Mobility: Must be able to stand and walk for extended periods of time (up to 8-10 hours per shift).
• Lifting/Carrying: Regularly required to lift and carry up to 25 pounds; occasionally up to 50 pounds (kegs, cases, or equipment when assisting staff).
• Reaching/Handling: Frequent use of hands and arms for reaching, handling, and operating equipment or POS systems.
• Posture: Frequent bending, stooping, climbing stairs, and balancing while moving through FOH and BOH spaces.
• Sensory Requirements: Must be able to visually observe and verbally communicate with guests and team members; ability to hear and respond to guest needs in a loud environment.
• Environmental Conditions: Exposure to loud noise, varying temperatures (kitchen heat, walk-in cooler cold, outdoor patios), cleaning supplies, and crowded spaces.

Position Type and Expected Hours of Work


This is a full-time position and hours of work/ days may vary from week to week. Hours expected to be worked are between 45-50 per week. Schedules will be posted the week prior to allow time for employees to be informed of work requirements. The business is open 7 days a week during many day parts. Evening and weekends are a requirement.

Travel

Travel may be expected occasionally in this position.

Preferred Education and Experience

1. Must have 2+ years of proven success in a high volume, multi-unit restaurant/hospitality environment
2. Strong ability to analyze data, diagnose issues and suggest improvements accordingly
3. Excellent people management skills, including resolving conflict, coaching and developing, promoting teamwork, and performance management
4. Proven track record in assisting operations to meet revenue and profitability objectives
5. Willingness to continuously learn and change; including accommodating company directives
6. Strong communicator with excellent interpersonal skills