Service Manager

Goal: To enhance the guest experience by preventing stressors and continuously improving the quality of the greeting experience, timeliness of table service, efficiency of drink delivery, knowledge and courtesy of our service team, and our sales practices. We must allow our guests to come in, eat, and drink with ease. We aim to build return guests by ensuring smooth operations and a memorable and extraordinary experience. The Service Manager ensures the store's service operation is held to company standards. The performance metrics used to gauge success in this role include, but are not limited to, guest satisfaction ratings, beverage cost of goods, FOH staffing, FOH cleanliness, health and sanitation, check count growth, check average growth, and the FOH training program.

Responsibilities:

Hold the service team accountable for exceptional and quick service to ensure the guest experience is at the top of everyone's mind every shift in collaboration with the FOH supervisor, if applicable
Responsible for keeping beverage costs at or below company goals by weekly ordering and inventory and actively using Margin Edge to track COG progress while actively adjusting your processes to align with store goals
Ensure FOH staffing levels are met by actively hiring for terminations and seasonal help - complete all steps for successful onboarding and training for new hires
Build relationships with your staff, be flexible with their scheduling needs, create a welcoming and enjoyable workplace, and provide praise performance feedback and developmental plans through timely evaluations to keep employee turnover to a minimum
You are responsible for all FOH interpersonal staff conflicts, including call-offs, progressive disciplinary action, and terminations, while collaborating with your General Manager
Build weekly FOH schedules that align with labor budgets, are fair for staff, and work with the business flow
Communicate on an ongoing basis with your GM and maintenance team to flag high priority needs and follow through until the task is completed
Keep cleanliness as an ongoing project with weekly and daily cleaning, identify and assign larger tasks checklists, and follow through
Uphold server tip credit and dual jobs compliance
Uphold standards on BB Basics - attendance, uniforms, atmosphere, and environment.
100% table touches through the dot program
Communicate to the BOH manager and GM food quality issues or guest suggestions.
Responsible for drive-time and carryout accuracy
Ongoing training of FOH staff - G.R.A.C.E. training, GFR Rewards, developing leaders and promotions from within your team
Directly oversees the Guest Service Specialist (GSS) team
Responsible for maintaining all up-to-date menus, food, drink, seasonal, tabletop promotional advertisements, and current promotional and entertainment posters throughout the restaurant; responsible for ordering menu page and cover replenishment through commissary as needed

Qualifications:  

A minimum of 3 years of supervisory or management experience   
Experience in a high-volume restaurant with a full-service bar 
Knowledge of or certification in safe food handling procedures 
Knowledge of or certification in safe alcohol and bar procedures  
Experience Leading diverse teams of people 
Experience training and mentoring new staff 
Strong judgment which can be used to set and achieve goals  
A positive and upbeat personality, capable of inspiring others 
Basic business math skills and computer literacy

Work environment:

This position is a full-time, 50-hour, exempt salaried position
This position reports directly to the General Manager
This position is 100% in-person

Beer Barrel Pizza & Grill is an equal opportunity employer. We offer a welcoming and inclusive environment in service of one another, our employees, the diverse customers we aim to serve, and the communities we call home. We do all of this with kindness, empathy and respect for each other.