Service Manager

KaTom Restaurant Supply, Inc; Gatlinburg (TN); On-site; USD 65,000 - 95,000; Full time

Job summary

Kennedy Concepts is seeking a Restaurant Service Manager to lead front‑of‑house operations, uphold service standards, and drive profitability. You will train and supervise staff, enforce policies, and coordinate with management to deliver exceptional guest experiences in a high‑volume setting.

Responsibilities include labor scheduling, cost control, regulatory compliance, and ensuring health and safety compliance across all FOH activities.

Qualifications

• Proven ability to manage restaurant operations, budgeting, and staff development.
• Excellent communication and leadership skills, with focus on guest satisfaction.

Responsibilities

• Oversee FOH daily duties and ensure Kennedy Concepts standards are met.
• Manage labor costs and scheduling to align with budgeted objectives.
• Control costs of goods sold and operating expenses while maintaining quality.

Skills

Leadership

Guest service

Staff development

Food purchasing

Budgeting & cost control

Cash handling

Communication skills

Regulatory compliance

Training documentation

Team management

Education

Bachelor’s in Business, Hospitality, or Restaurant Management

Tools

Microsoft 365

Job description

Cornerstone Hospitality Partners of TNs’ mission is to enrich the lives of our guests and our team members. We do this through serving the highest level of food quality, bar drink quality, and legendary guest service in a clean and comfortable environment with an energetic ambiance. We believe in treating our team members and guests like family and we know that our success depends upon creating and retaining a team capable of delivering an exceptional dining experience to every guest, every time and creating memories our guests will never forget.

OurRestaurant Service Manager takes direction from the General Manager in overseeingthe daily operations of the restaurant, assuring that all performance goals arereached, including facility profitability through revenue generation, costcontrol, guest satisfaction, and development of team members. Performanceincludes but is not limited to guest satisfaction, maintaining and improvingour standards, achieving financial objectives, and maintaining a positive workenvironment. This leader is responsible for ensuring that guests receive thehighest level of food quality, bar drink quality, and superior service in aclean, comfortable environment with an energetic ambiance while maximizingprofit from meeting an annual budget by controlling labor costs, costs of goodssold, and operating expenses.

Duties &Responsibilities

• Implementation of all policies, procedures,standards, specifications, guidelines, and training programs.
• Provide guests with consistent responsive,friendly, and courteous service.
• Monitor food and products to ensure consistentpreparation and served according to the restaurant’s recipes, portioning,cooking, and serving standards.
• Achieve company objectives in sales, service,quality, appearance, sanitation, and cleanliness of facility through the trainingof employees and by creating a positive, productive working environment.
• Control cash and other receipts by adhering tocash handling and reconciliation procedures in accordance with company policiesand procedures.
• Make employment and termination recommendationsto the General Manager with the company’s best interests in mind.
• Fill in where needed to ensure guest servicestandards and efficient operations.
• Continually strive to develop team members inall areas of professional development.
• Prepare all required paperwork, including forms,reports, and schedules in an organized and timely manner.
• Deliver completed paperwork to the corporateoffice on time.
• Keep all equipment clean and in excellentworking condition through personal inspection and by following standardpreventative maintenance programs.
• Receive and inventory all products in correctunit count and condition and ensure deliveries are performed in accordance withKennedy Concepts receiving policies and procedures.
• Complete and provide employee performanceappraisals on a timely basis.
• Schedule labor for various departments based onanticipated business activity while ensuring all positions are staffed appropriatelywhile meeting labor cost objectives.
• Run shifts and support all areas of therestaurant during assigned shifts.
• Be knowledgeable of restaurant policiesregarding personnel and administer prompt, fair and consistent correctiveaction for violations of company policies and procedures.
• Fully understand and comply with all federal,state, county and municipal regulations that pertain to health, safety andlabor requirements of the restaurant, employees, and guests.
• Meet and seek to improve upon all budgeted costsand expenses.
• Additional duties as determined and assigned byyour manager

Frontof the House responsibilities:

• Oversee all FOH daily duties and ensure KennedyConcepts standards, policies, and procedures are met
• Verify daily checklists and side work sheetsare consistently completed.
• Display strong leadership skills through hard work,loyalty, dedication, motivation, and honesty to all team members and KennedyConcepts
• Ability to provide progressive disciplinedocumentation and perform conversations pertaining to performance improvementwith front of the house team members.
• Work with the General Manager and Human Resources (ifnecessary) on making determinations regarding appropriate disciplinary actionand/or termination of team members.
• Conduct interviews and participate in thehiring process of front of the house team members as needed.
• Participate in monthly FOH and BOH team meetings.

CostControl

• Strive to meet budgeted costs of Costs of Goods Sold (COGS)
• Meet all FOH budgeted labor costs.
• Manage all budgeted food, paper, and chemical costs.
• Ensure all budgeted fixed and variableOperating Expenses are met.
• Create and execute ideas & procedures tohelp the Company reduce costs while increasing quality.
• Complete a weekly inventory and generate thecost of goods sold.
• Generate monthly inventory that includes an onhand raw cost.
• Verify that each responsible department executesrecipes and pour size specifications.
• Enforcecost control measures throughout the department through various methods.

FOHTraining:

• Train FOH team members using the proper KennedyConcepts training materials.
• Follow and maintain all training material standards andensure FOH team members are held to those same standards.
• Assist with the maintenance and updating of allKennedy Concepts training materials.
• Maintain the interior, exterior, and equipment forall Kennedy Concepts locations regardless of assignment.
• Provide the highest standard of operation andcleanliness for every location and piece of equipment.
• Follow monthly maintenance schedules for all equipment.
• Report maintenance or repairs needed immediately toGeneral Manager for timely repair completion.
• Responsible for the cleanliness and organization ofthe entire store
• Oversee the cleanliness and sanitization of the BOHand ensure consistent and proper food handling procedures.
• Always ensure the FOH and patio(s) is kept extremelyclean and sanitized.
• All Health Department rules and codes should befollowed 100%
• Health Inspection scores should always be greaterthan a 93.
• Keep restrooms extremely clean, sanitized and haveall equipment working properly.
• Resolve all pest control issues immediately andcontact pest control services if issues are discovered.

Purchasing:

• Assist in working and negotiating with suppliers and vendors.
• Hold Vendors accountable and give them notice ofimproper pricing.
• Ensure and oversee that all products are checked inas they enter the building.

Cash Handling & Theft Prevention:

• Accurately record comps, voids and promosacross the department
• Maintain safe balances are maintained and attheir correct levels while ensuring NO paid outs are made from the safe
• Properly use, account for and balance pettycash
• Follow all cash handling and tip pooling procedures.
• Limit theft opportunities
• Reconciliation of all cash drawers isconsistent and accurate.
• Manage and limit over pours on liquor or wine.
• Reenforce and confirm with the team that theliquor, beer, or wine that is on the ticket is the liquor, beer or wine that ispoured
• Ensure NOTHING is given away for free.
• Inventory every product that goes across thebar and verify that every product is on a ticket or on the waste/spill sheet.
• Limit complimentary bar drinks or beer to welldeserving/good guests (boyfriends and girlfriends are not included)
• Verify that local discounts are only given toour local guests.

Food& Drink Standard:

• Maintain the highest standard in food quality so thatit meets Kennedy Concepts highest standards.
• Keep Kennedy Concepts food recipes, ingredients, andplate presentations meet Kennedy Concepts highest standards.
• Ensure all bar drinks, alcoholic and non- alcoholicdrinks and mixers are prepared with the highest standards.
• Guarantee all bar drinks are garnished correctly and toour highest standards.
• Hold Kitchen Manager accountable for creating highquality weekly/monthly food specials.
• Partner with the Bar Manager to promote our high-qualityweekly/monthly cocktail and beer specials.

Guest Service Standards:

• Consistently work to exceed guest’s expectations forcustomer service.
• Support thedevelopment of a “Guest Service” culture.
• Develop, train, andconsistently observe Servers, Bartenders, and Hosts verifying the higheststandards in Guest Service are provided.
• Ensure all FOH staff follow the “Steps to Successful Service.”
• Observe the adherence of policies, procedures, andtraining from all FOH staff.

Marketing:

• Implement any promos and events driven by the GM& Marketing Director
• Support inside and outside marketing promotionalideas that drive sales.
• Participate in all marketing promotions.
• Execute all private parties and group sales with thegoal of exceeding our guests’ expectations.

Corporate Office:

• Ensure proper daily, weekly and monthly documentsand reports are delivered to the Corporate office on time.
• Review store’s profit and loss statement withthe Owner or Director of Operations as requested.

FOHStaffing Schedules:

• Create and post weekly schedules with GM/AGM approval.
• Maintain staffing levels for all positions.
• Partner with the GM to proactively hire andmanage staffing levels when necessary (build up/trim down).
• Post accurate schedules that ensure the properstaffing levels according to business demands.
• Manage overtime responsibly and make theappropriate cuts to limit overtime needs.
• Hold supervisors and employees accountable andensure everyone follows Kennedy Concepts policies and procedures.
• Properly document all progressive disciplineactions consistently
• Work shifts when necessary to cover vacationtime off, PTO time off, staff shortages etc.

Qualifications:

• Ability to comprehend profit and loss reports.
• Proven experience with food purchasing, storing, sanitation,and inventory practices and procedures.
• Understanding of LBW purchasing, storing, sanitation,and inventory practices and procedures
• Experience with developing and implementingsuccessful training documentation and modules.
• Knowledge of restaurant safety and sanitation
• Possess a SERV Safe certification.
• Confidence using labor cost control and labor scheduling.
• Familiarity with inventory control procedures
• Basic knowledge of labor laws and human resources bestpractices
• Skilled strength in leadership, interpersonalcommunication, and staff development
• Proven track record in managing a budget and costcontrols to optimize profits and ensure success.
• Must be able to read, analyze, and interpret businessrecords and statistical reports.
• Excellent communication skills both written and verbal.
• Exceptional organizational skills to manage anoperation with many moving parts.
• Proficiency with Microsoft 360 platform
• Moves with a sense of urgency and thrives in a fast-paced environment that includes a guest focus mentality.
• Be ableto work in a standing position for long periods of time (up to 5 hours)
• Canreach, bend, stoop and frequently lift up to 50 pounds.
• Mustpossess an ABC card.
• Accept a 45to 50 hours per week work schedule.
• Ability to drive sales and guest service initiativesby motivating team members.
• Strong track record of training and developing team members.
• Possess Front of House operations experience whilepromoting superior service and guest hospitality
• Experience in personnel management including hiring,supervision, evaluation, succession planning, and terminations.
• Highly motivated, self-directed, andresults-oriented, with the proven ability to solve complex problems.
• Able to identify opportunity areas and create plansfor action.
• Ability to work calmly and effectively under pressure.
• Display self-motivation, organization, and an abilityto problem solve in many situations.
• 3 years or more of restaurant experience OR 1year or more of restaurant experience with a Bachelor’s in Business,Hospitality, or Restaurant Management.
• Minimum of 1-year successful results as a RestaurantManager of a high-volume restaurant