DESCRIPTION:
A luxury boutique hotel in Westchester County is seeking a detail oriented Service Manager. The Service Manager is responsible for ensuring exceptional guest experiences, leading and developing a high-performing service team, and maintaining operational excellence within the establishment. Reporting to the General Manager, Assistant General Manager, and Directors, this individual plays a crucial role in upholding elevated standards of service, enhancing the overall guest journey, and driving operational success. We are seeking a dynamic, goal-oriented leader who will hold all team members accountable to company cultural values and standards, foster a supportive team environment, and inspire a culture of hospitality excellence.
Local candidates only. No relocation or commuter benefits available at this time.
Core Responsibilities —
- Conducts regular performance evaluations, providing ongoing coaching, feedback, and corrective actions when necessary.
- Retains top talent by inspiring, teaching, and embracing a culture of continuous development and self-education.
- Devises and communicates daily floor plans, pre-shift notes, and staffing levels to front-of-house staff.
- Ensures all steps of service are strictly followed, side work is completed, and daily opening/closing procedures are executed thoroughly.
- Verifies staff knowledge by conducting periodic testing and questioning to encourage deep food, beverage, and service comprehension.
- Facilitates effective communication between front-of-house and back-of-house teams to coordinate dietary restrictions and special guest requests.
- Holds employees accountable to cultural values, goals, and service standards while championing new company initiatives.
Operational Involvement —
The Service Manager ensures flawless daily floor execution and guest connection by:
- Maintaining a strong, hands-on presence on the floor, stepping in as needed to assist service staff during high-volume periods.
- Performing table touches at every service to evaluate guest satisfaction and cultivate lasting regular relationships.
- Addressing and resolving guest complaints with composure, urgency, and professionalism.
- Verifying that the reservation book is manageable and correctly plotted prior to service execution.
- Managing dining room environmental awareness, including lighting, music, temperature, and overall cleanliness.
- Leading dynamic, motivating pre-shift meetings, training demos, and educational contests.
REQUIREMENTS:
- Minimum of 1 year of management experience overseeing a full-service restaurant.
- Proven track record of leading high-caliber, upscale service with deep knowledge of hospitality protocols.
- Demonstrated experience with wine sales within a full-service dining environment.
- Proficiency in modern POS systems and reservation software, with the ability to act as Maître D.
- Must hold a valid NYC Food Protection Certificate and understand health and safety regulations.
- Strong leadership, conflict resolution, and problem-solving skills with the ability to remain composed under pressure.
- Flexibility to work varied hours, including nights, weekends, and holidays.
BENEFITS:
- Market salary $75-80K+
- Comprehensive Health, Dental, and Vision insurance.
- 401(k) retirement savings plan.
- Paid Time Off (PTO).
- Exclusive dining discounts.
- Clear opportunities for internal career advancement.
- EOE - Equal Opportunity Employer
