Service Director
23 hours ago
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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