Service Manager

Reports To: Director of Food & Beverage / General Manager

The Restaurant Service Manager is responsible for the overall leadership and execution of front-of-house service operations for both the Members Club and the public restaurant located within the historic Margaret Louisa House. This role is accountable for maintaining exceptional service standards, cultivating strong guest relationships, and leading a high-performing hospitality team through mentorship, training, and professional development. The Service Manager serves as a key culture carrier, ensuring consistency, quality, and alignment with hotel and brand expectations.

• Service Operations & Quality Control
• Oversee daily front-of-house service operations for both concepts, ensuring seamless execution and elevated guest experiences
• Establish, implement, and monitor service standards, procedures, and presentation across all service periods
• Lead service shifts on the floor, modeling best practices in hospitality, professionalism, and guest engagement
• Ensure consistency of service delivery in accordance with brand, hotel, and fine dining standards
• Recruit, onboard, train, and mentor front-of-house staff, including supervisors and hourly team members
• Develop and execute structured training programs focused on service standards, guest engagement, and operational excellence
• Conduct regular performance evaluations, coaching sessions, and corrective action in alignment with HR policies
• Foster a culture of accountability, respect, and continuous improvement
• Identify talent development opportunities and support internal career progression

• Build and maintain strong relationships with members, repeat guests, and VIPs
• Oversee guest recovery efforts, ensuring timely and professional resolution of concerns
• Monitor and respond to guest feedback, reviews, and service metrics to drive improvement
• Ensure service personalization and attention to detail throughout the guest journey

• Collaborate with culinary, beverage, hotel operations, and membership teams to ensure alignment and seamless service
• Manage floor plans, reservations flow, and staffing levels to optimize service and labor efficiency
• Assist with scheduling, payroll accuracy, and labor cost controls
• Ensure compliance with all health, safety, and sanitation regulations
• Support inventory oversight, service equipment standards, and facility readiness

• Ensure adherence to company policies, procedures, and HR guidelines
• Maintain accurate documentation related to training, performance, and disciplinary actions
• Participate in departmental meetings, planning sessions, and operational reviews
• Support initiatives related to diversity, equity, inclusion, and workplace safety

• Minimum of 3–5 years of management experience in upscale dining, fine dining, luxury hotel, or private members club environments
• Strong knowledge of fine dining service standards and guest experience management
• Proven leadership and mentoring capabilities with diverse hospitality teams
• Excellent verbal and written communication skills
• Ability to work flexible schedules, including evenings, weekends, and holidays

• Experience in hotel-based restaurant operations or dual-concept venues
• Familiarity with members club operations and relationship-driven service models
• Experience working in historic or high-design hospitality environments

• Ability to stand and walk for extended periods
• Ability to lift up to 25 pounds as needed
• Comfortable working in a fast-paced, guest-facing environment

• Leadership and team development
• Guest engagement and service excellence
• Attention to detail and organizational skills
• Conflict resolution and decision-making