Service Manager

Ugly Dumpling; Hamden (CT); On-site; USD 60,000 - 85,000; Full time

Job summary

Ugly Dumpling is seeking a Restaurant Service Manager to lead front‑of‑house operations at our Hamden location. The role requires a hands‑on leader who can train, coach, and motivate a team while upholding the brand’s hospitality standards.

You will oversee service delivery, optimize labor and costing, and maintain strong guest relations. Evening, weekend, and holiday availability is essential.

Qualifications

• 2+ years leading full-service restaurant operations.
• Hold a valid State-Mandated Food Handlers Certification.
• Hold a valid State-Mandated Alcohol Handlers Certificate (where applicable).

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 procedures.
• Oversee floor operations, shift management, labor targets, and guest engagement.
• Beverage knowledge and bar experience.
• Lead all front-of-house operations during assigned shifts.
• Ensure consistent execution of Ugly Dumpling's interactive dining model.
• Monitor table turns, wait times, and guest flow.
• Address and resolve guest concerns promptly and professionally.
• Maintain clear communication with Franchise Partner on daily operations and performance.
• Partner with Restaurant General Manager on KPIs, labor targets, and brand compliance.

Skills

FOH leadership

Staff training

Coaching

Guest service

Brand standards

Events marketing

P&L management

Education

State Food Handler Certification

Alcohol Handlers Certificate

Tools

Toast POS

Scheduling software

Inventory systems

Purchasing platforms

Job description

The Restaurant Service Manager plays a critical leadership role at our Ugly Dumplinglocations, 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 Ugly Dumpling'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 GeneralManager 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 Certificate, 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.

Ugly Dumpling provides equal employment opportunities (EEO) to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability status, genetic information (including family medical history), marital status, amnesty, status as a covered veteran or any other characteristic protected by applicable federal, state and local laws.