Service Director - Day Shift

The Role

Sartiano’s at the Mercer hotel is looking for a service-focused Senior F&B Manager to lead morning operations from 6:00 AM to 4:00 PM, with a primary focus on delivering exceptional breakfast and lunch experiences. This role will oversee breakfast service in the café, lunch service across the café and dining room, and In-Room Dining for hotel guests, ensuring each service operates seamlessly and to the highest standards. As a key member of the leadership team, the Senior F&B Manager will be responsible for driving exceptional guest experiences, leading and developing the front-of-house team through hands-on training and coaching, and maintaining Sartiano’s commitment to warm, polished, and consistently excellent hospitality.

The Responsibilities
Guest Experience
• Ensure all guests receive an elevated, memorable dining experience across breakfast, lunch, café, dining room, and In-Room Dining service.
• Address guest feedback promptly and professionally, resolving issues to maintain high satisfaction levels.
• Cultivate a welcoming and luxurious atmosphere in alignment with Sartiano’s and the hotel’s brand and standards.
• Anticipate guest needs and proactively engage with hotel guests, members, and restaurant guests to ensure a personalized and seamless experience throughout their visit.

Operational Excellence
• Oversee daily morning and daytime service operations from 6:00 AM–4:00 PM, including breakfast in the café, lunch in the café and dining room, and In-Room Dining for hotel guests.
• Lead and supervise the front-of-house, ensuring proper staffing, station coverage, service flow, and adherence to operational standards.
• Coordinate closely with the kitchen, bar, hotel, and In-Room Dining teams to ensure seamless communication and timely execution of all orders and services.
• Monitor and maintain the cleanliness, ambiance, and readiness of the dining area and café throughout service.
• Ensure the café and dining room are fully prepared for each service, including opening procedures, mise en place, service stations, guest areas, and overall presentation.
• Monitor In-Room Dining operations to ensure orders are accurate, timely, properly presented, and delivered according to hotel standards.

Team Leadership & Development
• Lead by example and foster a culture of hospitality, accountability, teamwork, and professionalism.
• Train, coach, and develop front-of-house employees on service standards, menu knowledge, hotel procedures, and guest engagement.
• Conduct pre-shift meetings and provide ongoing feedback and coaching to ensure consistent execution and service excellence.
• Support onboarding and training of new team members, ensuring they understand Sartiano’s service expectations and operating procedures.

Standards and Compliance
• Ensure compliance with all health and safety regulations.
• Maintain the integrity of the restaurant's brand by enforcing Sartiano’s service standards and expectations for presentation, professionalism, and hospitality.
• Ensure all service, cleanliness, grooming, and presentation standards are consistently maintained.
• Complete and communicate all required opening, closing, and shift-management procedures, including documenting operational issues and communicating relevant information to leadership.
• Review and approve employee timecards each pay period, make necessary timecard edits and corrections.

Qualifications:

• 2+ years of supervisory or management experience in a high-end restaurant, hotel, café, or hospitality environment.
• Strong understanding of breakfast and lunch restaurant operations, with experience overseeing multiple service areas preferred.
• Exceptional communication, leadership, and team-building skills, with the ability to train, coach, and motivate a diverse front-of-house team.
• Highly service-oriented with a genuine passion for hospitality and a demonstrated ability to anticipate guest needs and resolve concerns with professionalism and discretion.
• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.
• Strong knowledge of NYS sanitation regulations and food handling

Benefits

• Medical, Dental, Vision insurance
• 401k with Employer match
• Commuter benefits
• PTO + Paid Sick Leave 
• Daily family meal provided
• On going education of food and beverage trainings
• Career development