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Service Manager

3 months ago

Oak Brook, United States Doughboy Restaurant Group Full time

Rich Labriola, the visionary behind Doughboy Restaurant Group, including Labriola Chicago, Labriola Oak Brook, and Stan's Donuts, is embarking on an exciting journey of expansion and refinement in the hospitality industry. With new concepts on the horizon and a commitment to setting new standards for excellence, we are seeking talented individuals to join us in shaping the future of hospitality.

Job Summary:
As the Service Manager, you will be responsible for overseeing all aspects of customer service and front-of-house operations. Your primary goal is to ensure that guests have a positive experience and that service standards are consistently met or exceeded. You will lead and motivate the front-of-house team, handle guest inquiries and complaints, and collaborate with other departments to ensure smooth operations.

**Responsibilities**:
Team Leadership: Supervise, train, and motivate front-of-house staff, including servers, hosts/hostesses, bartenders, and support staff. Set performance expectations and provide regular feedback to ensure high levels of productivity and guest satisfaction.

Customer Service: Ensure that all guests receive prompt, courteous, and personalized service. Handle guest inquiries, concerns, and complaints in a professional and timely manner, striving to resolve issues to the guest's satisfaction.

Service Standards: Establish and enforce service standards and procedures to maintain consistency and quality across all service areas. Conduct regular training sessions to reinforce standards and address any areas for improvement.

Inventory and Supplies: Coordinate with the kitchen and bar staff to ensure that adequate inventory levels are maintained for front-of-house supplies, including tableware, linens, and guest amenities. Monitor usage and expenses to minimize waste and control costs.

Safety and Sanitation: Maintain a clean, safe, and sanitary environment for guests and employees. Ensure compliance with all health and safety regulations, including food handling procedures, fire safety protocols, and sanitation standards.

Communication: Serve as the primary point of contact between front-of-house staff and other departments, such as kitchen, bar, and management. Facilitate communication and collaboration to ensure smooth operations and seamless guest experiences.

Training and Development: Identify training needs and opportunities for professional development among front-of-house staff. Provide ongoing training and coaching to enhance skills and promote career growth.

Performance Monitoring: Monitor key performance indicators (KPIs), such as guest satisfaction scores, wait times, table turnover rates, and sales figures. Analyze data to identify trends and implement strategies for improvement.

**Requirements**:
Proven experience in a supervisory or management role within the hospitality industry, with a focus on customer service.
Strong leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
Excellent communication and problem-solving abilities, with a customer-centric approach.
Knowledge of food and beverage operations, including menu items, ingredients, and service techniques.
Familiarity with POS systems and other technology used in restaurant operations.
Ability to work evenings, weekends, and holidays as needed.
Bachelor's degree in hospitality management or a related field (preferred).

**Benefits**:

- Medical, dental, vision, and life benefits available
- 75% employer contribution to a single BCBS HMO or PPO medical plan
- 401k with dollar-for-dollar match up to 4% with immediate vesting
- Paid time off