Position Overview:
The Service Manager is responsible for directing and coordinating the activities of the service team to uphold the highest standards of food and beverage quality, service, and presentation, ensuring an exceptional dining experience for every guest. The role involves managing all aspects of service operations, fostering a positive team environment, and maximizing guest satisfaction and revenue opportunities.
Key Responsibilities:
Team Leadership & Development:
- Interview, hire, train, and develop a high-performing service team.
- Conduct performance evaluations, resolve issues, and implement disciplinary actions when necessary.
- Collaborate with the HR team for recruiting and onboarding activities.
Operational Management:
- Plan and oversee all daily service operations, including dining room, bar, and private dining areas.
- Establish and monitor schedules for all service team members to ensure optimal staffing levels.
- Delegate responsibilities effectively to ensure smooth operations across all service areas.
Quality & Service Standards:
- Maintain and enforce high standards of food, beverage, and service quality.
- Ensure compliance with all state, federal, and corporate regulations, especially regarding alcohol service.
- Regularly evaluate guest satisfaction through feedback and operational reviews, implementing changes to improve service as needed.
Financial Management:
- Implement cost-control measures for food, beverage, and labor to achieve financial targets.
- Assist in developing and achieving departmental budgets and profit objectives.
Compliance & Safety:
- Ensure adherence to all cash handling procedures and financial compliance policies.
- Uphold health, safety, and sanitation standards in accordance with local regulations.
Guest Experience & Satisfaction:
- Review and respond to guest feedback, taking proactive steps to address any service-related concerns.
- Develop and implement service standards and training programs to elevate the guest experience.
Training & Development:
- Create and administer training programs to ensure continuous staff development and adherence to service standards.
- Foster a positive work environment by providing guidance, mentorship, and support to all team members.
Additional Duties:
- Communicate effectively with staff, management, and guests to ensure smooth and efficient service operations.
- Be available to work flexible hours, including evenings, weekends, and holidays as required.
- Perform any other job-related duties as assigned by management.
Qualifications:
- Proven experience in service management within a fine-dining or upscale restaurant environment.
- Strong leadership and communication skills.
- Excellent knowledge of food and beverage service standards and regulations.
- Ability to manage budgets, control costs, and achieve financial targets.
- Passion for delivering exceptional guest experiences and fostering a collaborative team culture.
This job description is intended to convey information essential to understanding the scope of the Service Manager's role and responsibilities. It is not intended to be an exhaustive list of qualifications, skills, duties, or working conditions associated with the position.
Abilities Required
• Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. Considerable skill in complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to move throughout all food and beverage areas and hospitality suites and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and distinguish product quality by smell, taste, and appearance.
Guest Satisfaction:
Our guests are what we are about. One of the keys to a positive guest experience is positive interaction with PM Hotel Group staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PM Hotel Group associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed restaurant standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in restaurant procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to PM Hotel Group. Every PM Hotel Group associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.
Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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