Service Director

4 weeks ago

Ann Arbor, Michigan, United States The DIXBORO PROJECT Full time
Job Overview

The Service Director is a seasoned hospitality professional responsible for delivering exceptional guest experiences through strategic planning, meticulous attention to detail, and a commitment to high standards.

Key Responsibilities:

  • Coach and develop staff to uphold excellence and company values.
  • Ensure management and staff deliver consistent, high-quality service and maintain a positive work environment.
  • Implement and oversee new programs and events, ensuring smooth execution and clear procedures.

Service Excellence:

  • Establish and refine SOPs and Steps of Service for each dining concept.
  • Assess and address service needs, ensuring daily preparedness and high standards.
  • Observe service touchpoints and use insights to enhance service quality and achieve financial goals.

Hospitality and Presence:

  • Create memorable guest experiences through proactive care and attention.
  • Optimize reservations and collaborate with the front door team for a seamless guest arrival.
  • Manage and innovate the Hospitality Toolbox to continually enhance guest interactions.

Training and Development:

  • Oversee all aspects of the employee lifecycle, including hiring, training, and development.
  • Develop and update training materials, ensuring consistency and adherence to service standards.

Financial Performance:

  • Drive financial performance by enhancing guest satisfaction, increasing check averages, and promoting effective salesmanship.

Additional Expectations:

  • Leading, coaching, and developing leaders around service and hospitality expectations.
  • Initiating regular meetings with the General Manager to align goals and plan around running service together.
  • Initiating meetings with the Executive Chef/Partner to align service goals and plans with the kitchen.
  • Scheduling flexibility and fluidity.
  • Presenting for all major launches/events/holidays to direct and guide service.
  • Increasing awareness of all things that affect service, guest experience, and perception of the restaurant.
  • Using influence to address circumstances when needed, not accepting them.
  • Directing cross-functional service-related plans and initiatives.

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