Restaurant Service Manager

Ontario Trillium Foundation; Livonia (MI); On-site; USD 52,000 - 68,000; Full time

Job summary

Hook & Reel in Livonia, MI is seeking a Restaurant Service Manager to lead front-of-house operations and deliver world-class guest experiences. You will coach staff, conduct pre-shift meetings, and ensure brand standards while managing floor operations, table turns, and guest flow.

The role requires evenings/weekends availability, strong communication, and a hands-on approach to service and team supervision in a fast-paced Cajun dining environment.

Qualifications

• 2+ years leading full-service restaurant operations and bartending.
• Strong front-of-house leadership and team supervision skills.
• Proven ability to coach staff and deliver exceptional guest service.

Responsibilities

• Recruit, train, and coach FOH team members.
• Lead pre-shift meetings focused on service and brand standards.
• Oversee floor operations, shift management, and labor targets.
• Maintain knowledge of brand standards, menu, and procedures.
• Resolve guest concerns promptly and professionally.
• Coordinate with Franchise Partner on daily operations and KPIs.
• Ensure consistent execution of Hook & Reel’s dining model.

Skills

FOH Leadership

Coaching

Customer Service

Communication

Marketing & Events

Tools

Toast POS

Scheduling Software

Inventory/Purchasing Systems

Job description

Join Hook & Reel, one of the most established Cajun Seafood restaurant brands in the U.S! Inspired by the fiery flavors of Cajun home cooking, Hook & Reel is redefining the scene by bringing the backyard boil traditions to your table with a little extra flair. It's always about good food, great company, and plenty of laughs. We are seeking a passionate individual who thrives in a fast-paced, high-energy environment. At Hook & Reel, you will be part of a vibrant team dedicated to delivering incredible guest experiences, with real opportunities to grow your career.

ROLE OVERVIEW

The Restaurant Service Manager plays a critical leadership role at our Hook & Reel locations, overseeing the success of front-of-house operations. This position requires an individual who is highly organized, adept at multitasking, and capable of coaching team members effectively in real-time. The ideal candidate will have a strong track record of fostering a culture of exceptional hospitality and will be responsible for ensuring seamless day-to-day operations. Availability to work evenings and weekends is essential.

Duties and Responsibilities:

• Recruit, train, and coach FOH team members.
• Conduct pre-shift meetings focused on service, upselling, and brand standards.
• Maintain expert knowledge of brand standards, plate presentation, recipe adherence, and overall operational procedures.
• Oversee floor operations, shift management, labor cuts, and engage with customers to ensure exceptional service.
• Beverage knowledge and bar experience.
• Lead all front-of-house operations during assigned shifts.
• Ensure consistent execution of Hook & Reel's interactive dining model.
• Monitor table turns, wait times, and guest flow.
• Address and resolve guest concerns promptly and professionally.
• Maintain clear, consistent communication with the Franchise Partner regarding daily operations, service standards, and performance.
• Partner closely with the Restaurant Operations Manager to ensure alignment on KPIs, labor targets, and brand compliance.
• Additional responsibilities as assigned.

Requirements

• Ability to stand and walk for extended periods (up to 8-10 hours per shift).
• Ability to lift and carry up to 25-50 pounds.
• Frequent bending, reaching, and repetitive movements in a fast-paced environment.
• Ability to work in varying conditions, including heat, cold, and noise.
• Must be able to work a flexible schedule, including evenings, weekends, and holidays.

Essential Functions:

• 2+ years leading full-service restaurant operations and bartending, with a hands-on approach to service and team supervision.
• Hold a valid State-Mandated Food Handlers Certification, ensuring compliance with health and safety standards.
• Hold a valid State-Mandated Alcohol Handlers Certification, ensuring compliance with local regulatory authority health and safety standards (where applicable).
• Proficient in POS systems (specifically Toast), scheduling software, inventory/purchasing platforms, streamlining daily operations.
• Demonstrates clear, high-level communication skills to effectively lead teams and enhance guest satisfaction.
• Strong marketing and events management acumen.
• Solid experience with P&L management, understanding the relationship between sales, labor, and operational costs.
• Have a passion for delivering world-class service at every touchpoint.