Restaurant Service Manager

Upland Brewing Company; Castle Rock (CO); On-site; USD 60,000 - 75,000; Full time

Job summary

Upland Brewing Company in Castle Rock, CO is seeking a Restaurant Service Manager to drive guest satisfaction, grow sales, and manage daily front-of-house operations. You will lead, train, and coach team members, enforce standards, and handle guest concerns with professionalism while ensuring adherence to brand recipes, safety, and financial targets.

This role requires strong leadership, communication, and problem solving in a fast-paced dining setting, with a focus on teamwork and a positive

Qualifications

• Minimum 3 years in front-of-house operations or supervisory roles.
• Strong leadership and communication skills.
• Ability to manage schedules, training, and financial performance.

Responsibilities

• Understand and implement company policies, procedures, and standards.
• Enforce expectations for team members and communicate needs for corrective action.
• Follow labor plans and staffing matrices for shift operations.
• Maintain responsibility for financial performance of restaurant operations.
• Coach teams and mentor Team Members (TMs).
• Drive guest traffic through marketing and on-site initiatives.
• Resolve guest complaints professionally and per company standards.

Skills

FOH supervision

Customer service

Cash handling

Training & coaching

Financial management

De-escalation

POS operation

Tools

POS system

Microsoft Office

Job description

Restaurant Service Manager

Reports To: Restaurant General Manager
Supervises: Team Members

Major Objectives:

• Driving sales and controlling expenses while delivering a top-notch guest experience.
• Oversee activities of team members while ensuring that operations run smoothly, and issues are addressed.
• Act as ambassador for brand and company service, financial, and cleaning standards.
• Train new team members and maintain constant training and follow up with current team members.
• Confidently handle guest relations including table touches, de-escalation of complaints, and questions.

Specific Duties and Responsibilities:

• Understand and implement policies, procedures, standards, specifications, and training programs.
• Follow and enforce restaurant expectations regarding team members and communicate needs for prompt, fair, and consistent corrective action for violations to the management team.
• Follow labor plans and staffing matrices for shift operations.
• Maintain responsibility for financial performance directly impacting restaurant operations.
• Research, fully understand, comply, and enforce federal, state, county, and municipal regulations pertaining to restaurant operations; including company standards.
• Coach teams to continuously grow in operations and professional development.
• Serve as trainer and mentor to Team Members (TMs).
• Engage in timely performance feedback conversations with TMs.
• Execute training programs as outlined by company standards and local regulations.
• Achieve company objectives in sales, service, quality, appearance of facility, and sanitation/cleanliness through training of team members and creative a positive and productive working environment.
• Drive guest traffic by carrying out restaurant marketing, advertising, promotional activities, and boots on the ground initiatives.
• Check in on guests to enquire about food quality and service.
• Ensure that all food and beverage items are consistently prepared and served in adherence with company recipes, portions, and cooking expectations.
• Create an environment where guests feel welcome and are given responsive, friendly, and courteous service.
• Resolve guest dissatisfaction with professionalism and in accordance with company standards.
• Receive products in the correct unit, count, and condition. Rectify non-compliance.
• Control cash and related receipts and reports by adhering to cash handling procedures in accordance with company expectations.
• Any other duties/tasks as assigned.

Qualifications:

• Be able to reach, bend, stop and frequently lift, push, and pull up to 50 pounds
• Be able to work in a standing position for long periods of time and in fluctuating temperatures due to the need to enter the freezer, be on the cooking line, and outdoors on the patio space
• Be 21 years of age
• Have knowledge of service, food and beverage, generally involving at least three years of FOH operations and/or supervisory positions
• Understand cooking times, temperatures, and processes
• Ability to work in any position in the restaurant for extended periods of time
• Possess math skills for understanding financial statements and have the ability to operate a cash register and POS system
• Must obtain certifications as required by company policy

Prerequisites:

• Consistently detail oriented
• Strong organization skills
• Ability to recognize personal shortcomings
• Excellent verbal and writing skills
• Ability to listen and understand intents and goals
• Ability to think creatively and with innovationProfessional judgment and discretion that comes from experience in working with customer services, internal teams, and third-party consultants
• Proficiency in Microsoft Office Suite
• Analytical skills to forecast and identify trends and challenges

Pre-Prerequisites:

• Positive attitude
• Highly organized and efficient multi-tasker
• Relentless problem-solving skills
• Will never claim the work of others as their own
• We are trend setters and standards breakers. Our intent to consistently surprise our audiences by being excellent
• Ability to anticipate
• Understanding the difference between causation and correlation
• We are all broom pushers. Every member of our team is willing to work and support at all levels