Service Manager

Description

At Texas Card House, we are dedicated to providing the highest quality of service to our guests. We take pride in creating memorable experiences and building a culture where hospitality, professionalism, and guest satisfaction come first.

We are seeking an experienced and service-focused individual to join our team as a Service Manager. This position is responsible for overseeing the guest experience throughout the facility, coaching and developing front‑of‑house team members, ensuring service standards are consistently executed, and acting as a liaison between guests, staff, and management.

The ideal candidate is a natural leader who is passionate about hospitality, thrives in a fast‑paced environment, takes initiative, and is committed to delivering exceptional service while helping others grow and succeed.

• Lead by example in providing exceptional guest service at all times.
• Ensure all guests receive prompt, friendly, and professional service.
• Address guest concerns, complaints, and service recovery situations with professionalism and urgency.
• Build relationships with guests and create a welcoming environment that encourages repeat visits.
• Monitor service levels throughout the facility and proactively identify opportunities for improvement.
• Ensure team members maintain a positive, professional, and hospitality‑driven attitude.

• Supervise front‑of‑house service staff, including servers, hosts, bartenders, cashiers, and support staff as assigned.
• Assist with onboarding and training new team members on company standards, service expectations, and operational procedures.
• Provide coaching, mentorship, and real‑time feedback to improve team performance.
• Conduct shift meetings and communicate operational priorities, promotions, and service initiatives.
• Assist management with performance evaluations, corrective action, and recognition programs.
• Foster a culture of accountability, teamwork, and continuous improvement.

• Monitor daily operations to ensure compliance with Texas Card House policies and procedures.
• Conduct floor walks to ensure cleanliness, organization, safety, and operational readiness.
• Coordinate with Poker Operations, Food & Beverage, Security, and Management teams to ensure a seamless guest experience.
• Assist with staffing coverage, break management, and shift execution.
• Identify operational challenges and recommend solutions to improve efficiency and guest satisfaction.
• Maintain accurate shift notes, incident reports, and operational documentation as needed.

• Assist with the execution of promotions, tournaments, special events, and marketing initiatives.
• Ensure staff are knowledgeable about current offerings, events, and guest programs.
• Support management in driving guest engagement and participation.

• Complete daily operational reports and service audits.
• Track guest feedback and communicate trends to management.
• Participate in departmental meetings and training sessions.
• Perform other duties as assigned by management.

• 3+ years of experience in hospitality, restaurant, casino, private club, or front‑of‑house management.
• Experience leading hourly service teams in a fast‑paced environment.
• Casino or poker experience is preferred but not required.
• Strong guest service and conflict resolution skills.
• Experience working collaboratively with kitchen leadership and cross‑functional teams.
• Must hold current TABC and Food Handler’s certifications or have the ability to obtain.

• Strong leadership and team development skills.
• Expertise in guest service recovery and de‑escalation.
• Excellent operational organization and floor management abilities.
• Proficiency with POS systems (Toast, Union, etc.) and membership/reservation software.
• Ability to multitask and maintain composure in a high‑volume environment.
• Strong interpersonal communication and accountability management skills.

• The Hospitality Leader: Leads by example and creates a culture centered around exceptional guest service and professionalism.
• The Operator: Understands how…