Service Director

City Winery; Boston (MA); On-site; USD 90,000 - 95,000; Full time

Job summary

City Winery is seeking a Service Director to lead front-of-house operations and support the General Manager. The role focuses on driving top-line sales while controlling expenses, staffing, and training to uphold our hospitality standards across venues.

You will oversee service teams, schedule management, and guest experience initiatives, collaborating with events and culinary staff. Strong leadership and English proficiency are required.

Qualifications

• Minimum 5 years’ experience in multi-faceted, high-volume restaurant, venue and/or equivalent relevant experience.
• Proven leadership skills and commitment to excellence.
• Proven financial and business acumen; analytical skills, and ability to meet and exceed set budgets.
• Unparalleled passion for hospitality, food, wine, and music.
• Ability to successfully multi-task, delegate, and manage several projects at once in high-pressure, fast paced environment.
• Ability to respectfully mentor, train, develop, and hold teams accountable to expectations.
• Must be detail oriented, strong execution skills.
• Must be fluently literate in English including ability to read, write, and communicate, conduct business related mathematics and analyze data.

Responsibilities

• Oversee front-of-house operations and assist General Manager.
• Ensure successful execution of shows, events, and daily activity across locations.
• Manage FOH team schedules and OpenTable reservations.
• Collaborate with HR for staff development and training.
• Maintain relationships between FOH and BOH and coordinate with other departments.
• Lead staff meetings and communicate company updates and policies.
• Uphold City Winery Hospitality service standards.

Skills

Leadership

Financial acumen

Analytical skills

Hospitality passion

Multi-tasking

Mentoring/training

Communication

Computer skills

Tools

OpenTable

Job description

A rare opportunity to join the City Winery team as we reimagine the future of live music and hospitality. City Winery to deliver the highest end combined culinary and cultural experience to our customers who are passionate in sharing wine, music, and culinary arts. We are a unique facility, combining a fully functioning winery with intimate concerts, food & wine classes, private events in a variety of configurations, and fine dining. We have created a compelling mix for our sophisticated clientele of foodies, and active cultural patrons—bringing the wine country experience to the middle of a large city.

Position Summary

The Service Director actively participates in service and oversees all front-of-house operations and provides support to the General Manager and serves as secondary leader for the property. This role develops practices and works alongside department heads to drive initiatives to drive top line sales and while controlling expenses and COGS to protect bottom line margins. This individual oversees and develops the operations management team and oversees the hiring of all service staff while ensuring proper training on all aspects of our company culture and service responsibilities.

Overview of Responsibilities

General Management & FOH Service Responsibilities

• Assist in oversight and management of all aspects of property and associated internal departments
• Ensure successful execution of all shows, events and daily activity. Oversee ownership of all operating spaces within both locations.
• Review and sign off on weekly FOH team schedules.
• Oversee the management of Open Table and reservation confirmations
• Collaborate with the GM to address social media comments related to service issues
• Manage pre-shift messaging and oversee EOD notes as related to daily operations with approval from the GM
• Develop staff sales incentives programs and communicate through all FOH managers and supervisors
• Field all service complaints: prepare a reply to the guest and send with a final sign off from the GM
• Practice a consistent survey of the facility to ensure the staff, artists, and guests have everything they need to have a positive experience
• Assure all marketing materials are present in check presenters, on tables, slideshow and throughout the space and in line with national initiatives.
• Maintain a healthy working relationship between FOH and BOH and address any opportunities with operational departments in the weekly BEO / Management Meeting.
• Collaborate with the events department to review the upcoming months in the calendar and discuss programming ideas for any holes in the schedule
• Coordinate operational details for Public Events amongst all appropriate departments.
• Maintain a monthly staff meeting to celebrate the staff and ensure good inter-departmental communication: employee of the month, new policies or changes, menu items, new hires, etc.
• Address ongoing facilities issues and maintenance needs.
• Manage pre-service meeting agendas, with approval from the GM: shift notes, F&B training, policies & procedures.
• Uphold City Winery Hospitality service standards
• Perform all other related functions, projects, initiatives as per business need

Leadership

• Foster positive Company culture, build morale, and create on-going positive work environment and maintain a productive and professional workforce
• Direct and oversee proper and continued training of staff in all departments with approval from the GM
• Interview, select, train, supervise, counsel, and monitor performance of staff
• Conduct disciplinary action as needed, including termination, when necessary, in partnership with HR and with approval from the GM and in accordance with Company policies and guidelines
• Conduct staff meetings regularly to ensure effective and clear communication including management meetings, BEO meetings
• Ensure safe working environment in all areas
• Ensure proper and timely reporting of all incidents, injuries, accidents through proper channels
• Approve of all new hires, with senior leadership partnership when required, set fair wages consistently, and ensure all hires and properly onboarded and given tools to succeed
• Handle personnel issues in partnership with Human Resources when needed, with approval from the General Manager
• Clearly communicate and train staff on company updates, policy changes, and initiatives in a timely manner

Administration

• Monitor department scheduling and adjusting as necessary to ensure operational success
• Ensure proper completion of administrative tasks including trackers, financial-related reports, personnel forms including PAFs, CAFs, injury reports, and other necessary admin tasks.
• Oversee and approve accurate payroll administration and processing with approval from the General Manager
• Ensure communication to personnel regarding benefits timelines and proper administration, in partnership with Human Resources with approval from the General Manager

Minimum Qualifications

• Minimum 5 years’ experience in multi-faceted, high-volume restaurant, venue and/or equivalent relevant experience
• Proven leadership skills and commitment to excellence
• Proven financial and business acumen; analytical skills, and ability to meet and exceed set budgets
• Unparalleled passion for hospitality, food, wine, and music
• Ability to successfully multi-task, delegate, and manage several projects at once in high-pressure, fast paced environment
• Ability to respectfully mentor, train, develop, and hold teams accountable to expectations
• Must be detail oriented, strong execution skills
• Functional working knowledge of health department and all other related regulations
• Exceptional communication and interpersonal skills both written and verbal
• Strong culinary and wine knowledge
• Must be fluently literate in English including ability to read, write, and communicate, conduct business related mathematics and analyze data
• Must have proficient computer and technological skills
• Ability to perform physical requirements of position including standing and walking for extended periods of time, bending, pushing, pulling, lifting and carrying loads of up to 50 pounds, per business need
• Able and willing to work flexible scheduling including days, nights, weekends, and holidays
• Able to travel and attend business-related meetings and trips

About Us

Wine, food, and live entertainment collide at City Winery to create a dynamic and incredibly unique workplace. Since 2008, City Winery has been turning heads across the nation with amazing live performances, delectable cuisine, and award winning, locally produced wines. But there's more to us than thatwe're a haven for community and creativity, a place where the philosophy of hospitality is more than just a buzzword, but a way of life. City Winery, founded by music industry veteran & visionary Michael Dorf, has established itself as a one-of-a-kind brand providing unforgettable experiences for guests. From world class music venues to sustainably produced wines with ratings of 90+ points, City Winery offers a range of topnotch events & experiences.

We are an equal opportunity employer and value diversity at City Winery. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, City Winery participates in the E-Verify Program in certain locations, as required by law.

$90,000–$95,000, commensurate with experience.