Description:
Job Summary
In addition to the responsibilities of Floor Manager, the role of the Service Manager is to manage the service departments which include roadie reps and bartenders, making sure that the service provided to guests at the bar, lobby, and auditoriums is of the highest quality and caliber. The Service Manager acts as Floor Manager when General Manager/Asst. General Manager are not available. Must possess leadership, management, organization, communications, and people-skills. Must be hands on deck, always.
Essential Functions
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Ensures that guests experience the highest level of service by effectively training, coaching and developing
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service employees.
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Takes ownership for hospitality and guest experience, addressing concerns and finding solutions in response to
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guest feedback.
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Oversees recruitment and hiring of service staff which includes roadie reps and bartenders, adhering to
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established RoadHouse protocol to ensure effective hiring and minimal turnover.
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Enters new hires into the current company time and attendance and POS systems.
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Oversees training of new staff by Trainers, ensuring the training protocol is followed and is consistent and
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effective.
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Manages the performance of staff, gauging skills, motivation, and accountability. Completes triannual service
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staff reviews.
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Monitors employee daily clock in/outs for accuracy, adjusting if needed.
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Completes bartender and roadie rep monthly report cards, and uses data to inform coaching and training
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Manages employee relations and actions, taking disciplinary action when needed, following company
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procedures and communicating with the GM and HR.
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Consistently maintains professionalism and confidentiality, refrains from discussing private business topics
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with fellow managers or subordinates.
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Ensures effective employee scheduling for appropriate staffing for service at the bar and in the auditoriums.
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Monitors knowledge of food, drinks, specials, etc.
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Encourages higher sales through training and running individual and team contests.
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Monitors cash handling by service employees at server stations and bar.
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Manages bar beverage inventory; placing orders for adequate supply.
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Monitors for theft.
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Submits weekly inventory report and food cost calculation weekly to GM
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Is knowledgeable about cocktails, wine and beer, creates and assists
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bartenders with service as needed.
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Keeps track of employee Food Handlers and Title Fours notifying employees of renewal dates.
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Ensures adherence to legal training and serving requirements.
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Keeps liquor book and training materials maintained and updated.
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Ensures building cleanliness and functional operations of department equipment.
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Other duties as assigned
Experience and Education:
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Title 4 and Food Handlers card
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Computer proficiency with Microsoft Office Suite software, G suite, word processing, email and spreadsheet
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applications.
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Ability to positively communicate and instruct team members, offering assistance in areas where they lack
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knowledge, skills or experience.
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Ability to balance the concepts of teamwork, guest service, and profitability.
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Must be able to work any shift, weekends, holidays and special events as needed.
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Must have employment eligibility in the U.S.
Requirements:
Physical Requirements
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Frequently stoop, kneel, crouch, or crawl.
- Regularly: stand, walk, climb stairs, balance;
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use hands to grip, handle, feel, reach;
- talk and hear;
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lift 25 pounds at waist or shoulder level.
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Push, pull, maneuver 125 lb kegs using furniture dolly
