FOH Service Manager

POSITION: Service Manager

DEPARTMENT: Retail Operations

LOCATION: Kneads Bakeshop

Kneads

Bakeshop

Kneads Bakeshop combines H&S’s Baltimore history with the new age of artisan craft, creating a one-of-a-kind bakery, café, market, and hospitality experience. We want people to see it, touch it, and taste it—to have a full sensory experience.

Job Summary:

The Service Manager supports the General Manager in leading daily front-of-house operations and delivering a polished, high-touch guest experience. This role develops the service team, manages staffing and labor needs, maintains an active floor presence, and supports consistent execution of service standards, private events, and operational priorities.

Role & Responsibilities

• Work with the General Manager to elevate daily front-of-house operations and ensure seamless, polished service at every touchpoint.
• Lead, coach, and inspire the front-of-house team under the General Manager’s guidance, setting clear expectations and accountability for performance and standards.
• Own staff scheduling, ensuring proper coverage, strategic labor management, and alignment with business needs.
• Partner with the General Manager on hiring, training, and ongoing development of service staff.
• Maintain an active presence on the floor during service, anticipating guest needs and resolving issues with discretion and care.
• Execute expectations for private events and special occasions, ensuring a cohesive and elevated guest experience.
• Partner with the General Manager on service standards, operational improvements, and guest feedback initiatives.
• Ensure compliance with all health, safety, and labor regulations.
• Collaborate with the General Manager, kitchen, and events teams to ensure alignment and execution.
• Develop menu copy and training materials and support occasional social media content as needed.

Education and Experience:

• 3-5+ years of progressive front-of-house management experience in a full-service, high-standard restaurant.
• Proven leadership ability with a track record of developing strong teams.
• Experience with scheduling, labor management, and staffing strategy.

Skills and Abilities:

• Strong operational awareness with an eye for detail and consistency.
• Confident, composed, and solutions-driven under pressure.
• Experience with Toast, OpenTable, and Sling.
• Availability to work nights, weekends, and holidays.
• Required certifications: Food Safety, ABRA, TIPS, and Clean Hands.
• Growth path toward Assistant General Manager.

What’s in it for you?

At the H&S Family of Bakeries, we value our team members and offer competitive compensation that encourages longevity and long-term growth. Benefits include medical, dental, vision, short term disability, retirement savings, paid time off, flexible spending accounts, employee assistance program, and company swag.

Equal Opportunity Employer

We are an equal opportunity employer and do not discriminate in our selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not an exhaustive list of all responsibilities, duties, and skills required. Personnel may be required to perform duties outside normal responsibilities from time to time, as needed.