Service Director

Position Summary

   The Service Director is responsible for driving excellence across all front-of-house operations within a high-volume, upscale casual restaurant. This role ensures service standards are executed consistently at the highest level, operational systems are effective and continuously evolving, and team members are supported, developed, and inspired.

   The Service Director oversees the recruitment and hiring of the hourly team, manages scheduling, and builds and maintains a comprehensive training program to uphold exceptional hospitality standards. This is a hands-on leadership role requiring a strong floor presence, clear communication, and a deep commitment to hospitality and team development.

Reports to: General Manager

Core Responsibilities

• Create and manage dining room schedules to ensure proper staffing levels, operational efficiency, and compliance with labor laws
• Partner with leadership to forecast staffing needs based on business demands
• Lead the implementation, training, and reinforcement of service standards, particularly during menu or concept changes
• Develop, maintain, and continuously refine service manuals and training materials
• Create, implement, and evolve SOPs as operations and service standards develop
• Ensure all changes to menus, service style, and operations are clearly communicated, trained, and executed
• Uphold consistent execution of all steps of service with a high level of detail
• Actively manage service flow, resolve guest concerns, and elevate the overall dining experience

Leadership & Team Development

• Lead, mentor, and develop a dining room team of 70+ employees, including servers, bartenders, hosts, and management team
• Foster and maintain a culture of accountability, professionalism, and hospitality that reflects the company’s core values
• Lead pre-service meetings for the team, setting clear expectations for each shift
• Support AGM with all dining room recruitment, hiring, onboarding, and training
• Identify and cultivate high-potential team members for growth and advancement within the organization
• Oversee training, and ongoing performance management to ensure consistency and growth across the team
• Maintain a strong presence on the floor to support, guide, and motivate the team
• Lead by example, demonstrating professionalism, composure, and a solution-oriented mindset
• Contribute to a positive, inclusive, and high-performing work environment
• Foster strong cross-functional collaboration between dining room and kitchen teams

Service & Guest Experience

• Uphold and continuously refine service standards to reflect company values and expectations
• Oversee daily dining room operations, including opening and closing, ensuring smooth and efficient service
• Maintain a strong, visible presence on the floor, anticipating guest needs and resolving issues proactively
• Act as the primary point of escalation for service-related challenges
• Support the kitchen with expediting during service
• Ensure seamless coordination between the dining room, bar, and kitchen teams
• Manage reservations and seating to optimize flow, covers, and guest satisfaction in a high-volume environment
• Uphold and refine service standards, ensuring alignment with company values
• Maintain expert knowledge of the menu, beverage program, and brand standards
• Ensure all guest-facing areas meet the highest standards of cleanliness, organization, and compliance with health regulations
• Align staffing levels with business needs, making real-time adjustments as needed
• Lead guest recovery efforts to ensure concerns are resolved and guests leave with a positive experience

Qualifications

• 3+ years of experience in a management role within a high-volume restaurant environment
• Proven ability to lead large teams (50+ staff) in a fast-paced setting
• Strong knowledge of service standards, food & beverage operations, and hospitality best practices
• Proven ability to recruit, develop, and retain high-performing teams
• Excellent communication, organizational, and problem-solving skills
• Ability to remain composed under pressure and make decisive, guest-focused decisions
• Ability to manage confidential information with discretion
• Strong sense of accountability, urgency, and professionalism
• Ability to stand and walk for extended periods (8+ hours), and to crouch, bend, and lift or move 25+ lbs, with or without reasonable accommodation
• Flexible schedule, including evenings, weekends, and holidays