Job Description
Job Title: Service Manager
Job Summary
The Service Manager is responsible for all aspects of restaurant management during his or her shifts but has a primary area of responsibility for managing the dining room and service staff. The Service Manager is the “face” of his or her The Dirty Buffalo location and spends the majority of his or her time walking the floor during volume spending time table-touching, coaching and directing the staff, ensuring sidework is being completed, and making sure steps of service are met. He or she determines the schedule for all servers, carryout technicians, food runners and hosts. The Service Manager reports to the General Manager.
Activities & Responsibilities
- Guest Service & Employee Relations
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- Promote, work, and act in a manner consistent with the mission of The Dirty Buffalo.
- Manage all guest-related issues for dining room and carryout patrons while on duty.
- Fill-in for fellow employees where needed to ensure guest service standards are met.
- Maintain in-depth knowledge of all menu items, ingredients and service standards and be capable of performing both front and back of the house positions with expertise.
- Make the schedule for all FOH staff and ensure that all positions in the restaurant are covered during shifts in which s/he is the manager on duty.
- Instruct, train, and manage service staff in accordance with The Dirty Buffalo standards.
- Make employment decisions including recruiting, interviewing, hiring, evaluating, and disciplining service personnel as appropriate. Escalate termination referrals to General Manager.
- Monitor and properly document all employee-related issues (injuries, falls, violations of company policy, disciplinary actions).
- Oversee and ensure that restaurant policies on employee performance appraisals are followed and completed on a timely basis.
- Oversee and ensure that restaurant policies regarding personnel are followed, and administer prompt, fair and consistent corrective action for all violations of company policies, rules, and procedures.
- Provide orientation of company and department rules, policies and procedures to new service employees.
- Oversee the continuous training of service employees on service standards, upselling, pitching specials, pivot points, and menu items and additions.
- Monitor employee and guest activities to ensure liquor regulations are obeyed.
- Safety, Sanitation and Maintenance
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- Monitor sanitation practices to ensure that employees follow standards and regulations.
- Create and maintain appropriate cleaning schedules for dining room floors, walls, bathrooms, tables, chairs, booths, server stations, and storage areas.
- Promptly report service area maintenance needs, such as, pest control issues, or plumbing back-ups to general manager.
- Ensure that food services regulations are being followed by all service employees.
- Cost Control
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- The service manager is the primary person responsible for the following expenses that contribute to the restaurant’s prime costs: soft beverage costs and liquor/beer/wine costs, and labor cost in the FOH.
- The service manager is also the primary person responsible for the following expenses that contribute to the restaurant’s overall operating costs: tableware and smallware (including silverware)
- Control liquor/beer/wine cost and soft beverage cost and usage by following proper requisition of products from storage areas, product storage procedures, standard recipes and waste control procedures.
- Conduct inventory of liquor/beer/wine and soft beverages and record and document inventory on inventory spreadsheets.
- Prepare labor budgets and schedule personnel as required for anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.
- Marketing and Growth
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- Schedule trivia nights and other marketing events
- Plan menus and food utilization for group events, based on anticipated number of guests, nutritional value, palatability, popularity, and costs.
- Order and purchase equipment and supplies.
- Day to Day Operations
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- Follow up on previous day operation.
- Complete opening checklists for both front and back of house.
- Complete closing checklists for both front and back of house.
- Manage daily labor for both FOH and BOH employees.
- Complete floor plan for front of house employees.
- Cash operations to include open and close cash, complete bank runs, and manage checkouts.
Qualifications
- Must be 21 years of age or older.
- At least 2 years’ experience in a management position at a high-volume restaurant
- Able to communicate effectively with managers, kitchen and dining room personnel, and guests
- Must possess basic math and computer skills and have the ability to handle money and operate a point-of-sale system.
- Able to reach, bend, stoop and frequently lift up to 50 pounds
- Able to work in a standing position for long periods of time (up to 12 hours).
- Obtain any necessary management-level certifications required by local or state law.