Service Manager

Job Summary:

We are looking for a strong Service Manager at our Bedford Post Inn location, 954 Old Post Rd. Bedford NY. This Inn and Restaurant is located in Westchester County and candidates must live locally. 

The Service Manager is responsible for ensuring exceptional guest experiences, leading and developing a high-performing service team, and maintaining operational excellence within the establishment.

The Service Manager will play a crucial role in upholding our standards of service, enhancing the overall guest experience, and driving the overall success of the operation.

Key Responsibilities:

Staff Management

• Conduct regular performance evaluations and provide ongoing coaching and feedback.
• Foster a positive, team-oriented work environment and address any staff issues promptly.
• Retain talent by inspiring, teaching, and embracing a culture of development.
• Hold all employees accountable to SHG’s cultural values, goals, and standards.
• Properly communicate and create an environment where new company initiatives are supported and embraced by the staff.
• Execute corrective coaching when applicable.

Training and Education

• Verify staff knowledge by asking questions and conducting periodic testing to encourage food, beverage, and service knowledge
• Motivate staff self-education through contests, individual recognition, and demonstrating a passion for service.
• Ensure that training standards are consistently followed.

Operations and Service

• Devise and communicate daily floor plan and pre-shift notes to FOH staff.
• Verify that all necessary tools for service are in place, and staffing levels and hours are correct.
• Maintain service standards and monitor F&B knowledge for the FOH staff.
• Ensure that all steps of service are followed and side work duties are completed.
• Check that the reservations book is manageable and correctly plotted.
• Assist in and ensure that the restaurant is cleaned and opened/closed properly.
• Be present and available to step in as needed to assist service staff.

Guest Engagement

• Ensure all guests receive exceptional service and have a positive experience.
• Consistently look for opportunities to provide memorable moments of hospitality for our guests
• Perform table touches at every service to ensure guest satisfaction and cultivate regulars
• Address and resolve guest complaints and issues in a professional and timely manner.
• Monitor guest feedback and implement improvements based on feedback.
• Promote a culture of hospitality and service excellence among staff
• Ensure consistent execution of food, beverage, service, and hospitality that aligns with the SHG values.

Communication

• Facilitate effective communication between front-of-house and back-of-house teams, ensuring smooth coordination during service.
• Act as a liaison to ensure that any special requests, dietary restrictions, or other guest needs are communicated and met.
• Connect and build trust with the service staff, providing daily coaching and feedback for development
• Propose solutions to staff concerns and ensure effective communication across all teams.

Qualifications

• Minimum of 2 year experience in a management position overseeing a full-service restaurant
• Proven track record of leading high-caliber, upscale service
• Strong knowledge of industry service protocols and hospitality standards
• Experience with wine sales in service
• A self-driven, results-oriented, and proactive attitude
• Ability to remain composed under pressure and solve problems quickly
• Strong sense of initiative, including anticipating guest or operational needs
• Ability to effectively train, coach, evaluate, and discipline direct reports
• Ability to lead dynamic and motivating pre shift meetings and training session
• Conflict resolution skills
• Understands and applies environmental awareness (music, temperature, lighting, cleanliness)
• Proficiency in POS systems
• Proficiency in reservation systems with ability to act as Maitre D
• NYC Food Protection Certificate
• Knowledge of health and safety regulations
• Ability to work flexible hours, including nights, weekends, and holidays.

Benefits

• Health, dental, and vision insurance
• Paid time off
• 401k
• Opportunities for career advancement
• Dining discounts
• Commuter benefits

SHG Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.