Head of Client Support Services

Service Manager
Still Austin Whiskey Co Austin, Texas, United States Customer Service

Still Austin is the first true grain‑to‑glass distillery to open in Austin since the end of Prohibition and one of the fastest‑growing craft whiskey brands in the United States. As we expand into the Still Austin Quarter (SAQ)—a hospitality‑forward campus featuring a restaurant, lounge, café, welcome center, and event spaces—we are building a leadership team that sets the standard for service, people leadership, and guest experience. Hospitality at Still Austin is rooted in craft, care, and community.

The Service Manager is a frontline hospitality leader responsible for driving exceptional guest experiences while leading, developing, and retaining high‑performing service teams. This role blends operational excellence with people leadership, ensuring that service standards, compliance, and culture are consistently upheld across all shifts.

The Service Manager plays a critical role in employee engagement, coaching, accountability, and performance management, serving as a culture carrier and problem‑solver in a fast‑paced, guest‑facing environment.

To be successful in this role, the Service Manager will:

Lead and develop engaged service teams, fostering accountability, growth, and retention.

Model and reinforce Still Austin’s hospitality standards, values, and brand voice.

Address performance and conduct issues promptly and professionally, using coaching and corrective action as appropriate.

Balance guest experience, team needs, and business priorities during daily operations.

Guest Experience & Brand Representation

Promote brand loyalty by curating genuine, memorable hospitality experiences for every guest.

Exhibit strong brand, product, and distillery knowledge, ensuring accurate storytelling and guest education.

Effectively navigate service recovery opportunities with professionalism, empathy, and ownership.

Ensure the integrity, cleanliness, and presentation of all guest‑facing spaces, equipment, and service areas.

Lead, motivate, coach, and evaluate team member performance through regular feedback and ongoing development.

Support hiring, onboarding, training, and continuing education for all service team members.

Address employee relations matters, including performance concerns, attendance issues, and behavioral expectations, in partnership with HR and management.

Administer progressive discipline consistently and in alignment with company policies and employment laws.

Serve as a visible, approachable leader on the floor, setting the tone for professionalism and teamwork.

Provide informed supervision of daily service operations, ensuring smooth execution across all shifts.

Create and manage schedules, task assignments, and floor coverage to meet business needs and labor targets.

Ensure compliance with all health, safety, labor, and TABC regulations, modeling responsible alcohol service.

Coordinate routine repairs and maintenance (R&M) for facility and equipment in partnership with Operations.

Facilitate and maintain strong relationships with industry vendors and service partners.

Track, manage, and maintain accurate inventory levels for supplies, equipment, and service needs.

Monitor COGS, labor, and operational expenses, supporting budgeting and financial reporting efforts.

Identify opportunities to improve efficiency, reduce waste, and optimize service operations.Collaborate cross‑functionally with Beverage, Events, Culinary, and Operations teams to ensure alignment.

Proven experience in hospitality leadership or service management.

Strong people‑management skills, including coaching, performance management, and conflict resolution.Solid understanding of hospitality operations, service standards, and guest experience delivery.

Availability to work evenings, weekends, late nights, and some holidays.

Current Texas Food Handler’s Certification required.

Familiarity with budgeting, COGS management, and financial reporting.

Experience working in craft beverage, restaurant, or experiential hospitality environments.

Stand and walk for extended periods during service.

Lift and carry supplies and equipment (up to 40 lbs).