Director of Service

4 days ago

Santa Monica, United States San Vicente Clubs Full time

Company Overview

San Vicente Clubs is a prestigious private members-only club originating in West Hollywood, California. Since its 2019 opening, San Vicente Bungalows has established itself as a premier destination for individuals seeking a refined and intimate social experience. Our exclusive establishment offers an oasis of tranquility, luxury, and personalized service to our esteemed members. Building on the success of the original West Hollywood location San Vicente is expanding to Santa Monica (opening November 2024) and New York City (opening January 2025).


Primary Purpose of the Position

As the Service Director of San Vicente Santa Monica, you will lead the floor operations, ensuring a seamless, engaging, and elevated experience for all members. Your primary responsibility is to be a proactive and visible leader on the floor, driving service standards, holding staff accountable, and creating an environment where friendly, efficient service is consistently delivered. You will work closely with the General Manager and other department heads to enhance the member experience and foster a culture of service excellence.


Responsibilities


Operational Leadership:

  • Serve as the primary "floor general," maintaining a strong and visible presence to guide and support the service team.
  • Drive service standards across all departments, ensuring they are aligned with the club’s values and member expectations.
  • Collaborate with department heads to ensure seamless operations, addressing any service challenges in real time.
  • Monitor and evaluate daily service execution, identifying opportunities for improvement and addressing any issues with staff.
  • Ensure staff accountability by setting clear expectations and providing ongoing feedback.
  • Oversee scheduling, payroll accuracy, and ensure proper staff levels for all shifts to meet service standards while managing labor costs.


Member Experience & Engagement:

  • Act as the primary point of contact for members on the floor, ensuring their needs are met with proactive, friendly, and personalized service.
  • Handle member inquiries, feedback, and concerns promptly, finding solutions that enhance their experience.
  • Build and maintain strong relationships with members, ensuring the club is a welcoming and inclusive environment.
  • Work with the General Manager to implement strategies aimed at increasing member satisfaction and engagement.
  • Staff Development & Leadership:
  • Lead, mentor, and develop the service team to consistently meet and exceed service standards.
  • Foster a positive work environment that promotes teamwork, respect, and professional growth.
  • Conduct regular training sessions to enhance service techniques, product knowledge, and member engagement strategies.
  • Collaborate with HR on recruiting, onboarding, and performance management of the service team.
  • Develop and execute staff training programs focused on proactive service, upselling, and maintaining a high level of member interaction.
  • Service Standards & Accountability:
  • Ensure all service staff adhere to the club's service standards, holding team members accountable through coaching and feedback.
  • Conduct regular evaluations of service processes and workflows to identify areas of improvement and implement changes where necessary.
  • Monitor service metrics and member feedback to measure the success of the service team


Special Events & Programming:

  • Coordinate with the Events and Membership teams to ensure flawless execution of special events, ensuring staff are briefed and prepared for service delivery.
  • Provide on-the-floor leadership during events to guarantee members receive high-quality service.
  • Contribute to the planning and execution of member-centric programming and events, suggesting improvements to increase member engagement.
  • Other Duties:
  • Regularly collaborate with other department heads to ensure the service team is aligned with the overall goals of the club.
  • Stay informed of industry trends and continuously seek ways to improve the club’s service offerings and operational efficiency.
  • Act as a key member of the management team, providing input on strategic decisions related to member services and club operations


Knowledge, Skills, and Attributes

  • Must have strong demonstrated background in classical culinary fundamentals that can be applied to current food trends
  • Must have ability to creatively develop and inspire new culinary trends
  • Must have high standards with regard to culinary and service delivery
  • Must possess effective communication skills with high command of the English language, oral and written
  • Must have excellent time management skills and high organizational skills
  • Must be a leader and motivator of staff
  • Must possess effective coaching, counseling, and training skills
  • Must have ability to perform job functions with attention to detail, speed and accuracy
  • Must be self-motivated with high energy level.
  • Must be service oriented with excellent customer service skills.
  • Must be flexible and able to multi-task in a fast paced work environment.
  • Must possess excellent interpersonal and customer service skills.
  • Must have basic knowledge or arithmetic.
  • Must have the ability to input data and access information on the computer.
  • Must have working knowledge of Microsoft Office.
  • Must be able to read, write, and understand the English language.
  • Must be able to exercise confidentiality and discretion.


Qualifications:

  • B.S. or B.A. degree from an accredited university in hotel management, food andbeverage operations, culinary, or related discipline


Experience:

  • 7-10 years in a senior level hospitality position with supervisor experience and management of high volume multi-outlets/departments
  • Current food handling and sanitation certified.


Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.

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