Restaurant customer service manager

The Service Manager is the senior front-of-house leader responsible for all guest-facing service areas, including the dining room, bar, beverage service, host/cashier functions, patio, and any other service-related area. This role is accountable for guest satisfaction, service execution, bar operations, front-of-house team development, alcohol management, uniform stock, and day-to-day service operations. The Service Manager has direct operational oversight of bartenders and all other service team members and partners closely with the General Manager and Culinary Manager to deliver consistent, friendly, and efficient service while developing a highly engaged service team.

Service Leadership & Team Development

• Recruit, hire, train, coach, and develop all front-of-house and bar team members
• Build a culture of hospitality, accountability, teamwork, and professional service
• Administer fair, prompt, and consistent corrective action
• Conduct performance evaluations and ongoing coaching conversations
• Maintain clear leadership and accountability across every service-related area
• Lead by example to reinforce service standards and professionalism

Guest Experience & Hospitality

• Ensure consistent execution of service standards and guest engagement
• Actively manage the dining room, bar, patio, and other guest-facing service areas during service periods
• Resolve guest concerns promptly and professionally
• Ensure speed, accuracy, friendliness, and hospitality throughout the guest experience
• Reinforce brand standards at all guest touchpoints

Bar & Beverage Operations

• Maintain direct day-to-day operational oversight of the bar and bartender team
• Coordinate bar personnel and schedules to support forecasted business and service needs
• Ensure bar opening, closing, stocking, cleanliness, and service standards are consistently executed
• Maintain responsible alcohol service and enforce all beverage policies and procedures
• Monitor beverage inventory accuracy, product controls, waste, comps, and proper POS procedures
• Ensure approved beverage recipes, pours, presentation, pricing, and promotional programs are executed correctly
• Coach bartenders on product knowledge, sales, hospitality, and performance standards

Operations & Service Execution

• Execute all service systems, procedures, and training programs across the front of house and bar
• Manage table turns, wait times, service flow, and peak-period execution
• Coordinate personnel and shift execution across all service-related departments
• Ensure opening, closing, side work, cash handling, and required checklists are completed
• Support service recovery and resolve operational issues as they occur

Labor & Cost Management

• Schedule front-of-house and bar labor to align with forecasted sales and business needs
• Monitor labor performance and adjust personnel as needed
• Ensure proper cash handling, POS procedures, and financial controls
• Monitor service and bar-related waste, inventory controls, and controllable costs
• Support company cost-management and profitability initiatives

3+ years of restaurant leadership experience, preferably in a high-volume, full-service environment. Strong experience in front-of-house operations, bar service, and guest hospitality. Proven ability to lead, coach, develop, and hold team members accountable. Strong understanding of scheduling, labor management, inventory, cash handling, and cost controls. Able to maintain high service standards in a fast-paced environment. Confident handling guest concerns and resolving issues professionally. Available to work nights, weekends, holidays, and extended shifts as business needs require.