Lead Service Manager

Apizza Alimentari; Town of Manlius (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Vacation/Sick Time

401(k) opportunities

Health Insurance Opportunities

Job summary

An Italian-inspired market and trattoria is seeking a Hospitality Director in New York to lead the guest experience and develop an exceptional service culture. You will be responsible for training and managing the team, ensuring operational excellence, and building a welcoming environment. Ideal candidates will have over three years of hospitality leadership experience, a passion for Italian hospitality, and strong attention to detail, ensuring every guest feels valued and cared for.

Qualifications

• 3+ years in hospitality leadership with a focus on guest experience.
• Ability to create a warm and service-oriented culture.
• Strong attention to detail in service execution.
• Thrives in a busy service rhythm and stays steady under pressure.
• Strong instincts for flow: pacing, reservations, turns, and guest communication.
• Experience in Italian concepts, wine/aperitivo programs, or chef-driven restaurants.

Responsibilities

• Lead guest experience and set service expectations.
• Hire, train, and manage hospitality team members.
• Ensure operational excellence during busy service times.
• Hospitality training: onboarding, daily pre-shifts, feedback loops, ongoing skill-building.
• Service recovery: handle issues with grace, speed, and generosity to build loyalty.
• Culture-building: foster a supportive, high-performing environment.
• Collaboration: partner with kitchen and ownership/GM to align service and product.
• Operational excellence: support labor targets, scheduling, floor plans, and peak-volume execution.
• Building training programs or opening teams from scratch; creating regulars and a sense of community.

Skills

Guest experience leadership

Team development

Service recovery

Hospitality training

Service recovery

Culture building

Collaboration

Operational excellence

People management

Job description

The Vibe

We’re an Alimentari – a lively Italian-inspired market and trattoria. Think: fresh seasonal ingredients, beautifully crafted breads and pastries, an inviting dining room, and regulars we know by name. We’re building something special: warm, authentic, and lively.

The Role

We’re looking for a Hospitality Director to lead the guest experience. You’ll set the tone, coach the team, uphold our standards, and create a service culture that feels welcoming, confident, and consistent – from the first “Ciao” to the last espresso.

This is a hands‑on leadership role for someone who loves the floor, is meticulous about the details, and builds a team that feels proud, supported, and knowledgeable.

ROLES/RESP – What you’ll lead

• Guest experience leadership: set expectations, elevate service, and create a hospitality identity that feels true to our brand
• Team development: hire, train, coach, and motivate (service, counter, bar/aperitivo as applicable)
• Standards & systems: service steps, table touch, pacing, reservations/wait management, side work, cleanliness, and opening/closing rhythm
• Hospitality training: onboarding that sticks, daily pre-shifts, feedback loops, and ongoing skill-building
• Service recovery: handle issues with grace, speed, and generosity – turning moments into loyalty
• Culture‑building: build a “we’ve got you” environment – calm, respectful, and high‑performing
• Collaboration: partner closely with the kitchen and ownership/GM to keep service and product in sync
• Operational excellence: support labor targets, scheduling, floor plans, and smooth execution during peak volume
• Have 3+ years in hospitality leadership (GM/AGM/Service Manager/Hospitality Director)
• Are known for warmth + standards (you can be kind and still run a tight ship)
• Coach with clarity, hold accountability, and build confidence in others
• Love the rhythm of a busy service and stay steady under pressure
• Have strong instincts for flow: pacing, reservations, turns, and guest communication
• Care deeply about details: lighting, music, tone, cleanliness, timing, and the “little things”
• Are excited about Italian hospitality – generosity, pride, and a sense of place
• Experience in Italian concepts, wine/aperitivo programs, or chef-driven restaurants
• Building training programs or opening teams from scratch
• A talent for creating regulars and community

Compensation and Benefits

• Vacation/Sick Time
• 401(k) and Health Insurance Opportunities dependent on full-time status of 30 hours or more per week