Service Manager

Position Summary

The Service Manager leads the front-of-house floor at The Carlyle Club, setting the pace and standard for every shift so guests receive polished, warm and well-timed service. This role oversees servers, bussers, runners and hosts across the dining room, bar and patio, and reports to the General Manager.

Key Responsibilities

Floor leadership

• Lead the floor during service: greet and visit tables, manage the pace of the room and step in wherever the team needs support.
• Monitor seating, reservations and large parties with the host team, and balance sections and stations as the night develops.
• Handle guest concerns promptly and graciously, and follow up so guests leave with a positive impression.

Pre-shift and standards

• Run pre-shift meetings: review reservations, VIPs and large parties, menu changes, 86'd items, specials and wine and cocktail features.
• Walk the dining room, patio and bar before opening to confirm tables, linens, glassware, lighting and side stations meet Carlyle Club standards.
• Review opening and closing duty sheets for servers, bussers, runners and hosts, and confirm every task is completed and initialed.

Team development

• Train, coach and give timely feedback to servers, bussers, runners and hosts, including on menu, wine and sushi knowledge.
• Support hiring, onboarding and scheduling, and keep labor in line with projected business.
• Hold the team to attendance, grooming and uniform standards, and address performance issues fairly and consistently.

Operations and compliance

• Partner with the kitchen, sushi and bar teams to keep timing and communication smooth between departments.
• Follow and enforce liquor service, food safety, sanitation and safety regulations.
• Complete closing duties: review the duty sheets, confirm the floor is reset, and record shift notes and guest feedback for the General Manager.

Qualifications and Experience

• 3+ years of restaurant management or supervisory experience in a high-volume, upscale or fine-dining environment.
• Working knowledge of steakhouse, sushi and craft cocktail service; wine knowledge preferred.
• Experience with reservation and point-of-sale systems.
• Current Illinois alcohol service certification (BASSET) and food handler or sanitation certification, or willingness to obtain them before starting.

Skills and Attributes

• Confident, visible leader who sets the tone and leads by example on the floor.
• Polished, warm communicator with guests, staff and other departments.
• Calm decision-maker who stays composed under pressure and solves problems quickly.
• Strong attention to detail and a high standard for presentation and cleanliness.
• Organized and dependable, with the ability to manage multiple priorities at once.
• Coaches with respect and consistency, and builds a team that takes pride in its work.

Physical Requirements and Schedule

• Able to stand and walk for extended periods during a shift, including on stairs.
• Able to lift and carry up to 30 pounds and to work in a fast-paced, noisy environment.
• Flexible schedule that includes evenings, weekends and holidays, with both lunch and dinner shifts as needed.