Service Manager

Pullman Market; San Antonio (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

3 Weeks PTO annually (15 days)

3 Sick Days annually

Educational stipend

Health insurance

Employee discount

Job summary

ERHG Restaurants in San Antonio, TX is seeking a Service Manager to oversee daily operations, lead front-of-house staff, coordinate with Reservations & Marketing, and partner with the GM/AGM to deliver exceptional hospitality.

You will manage the host stand, assist the VIP Concierge, maintain OpenTable efficiency, ensure ServSafe and TABC compliance, and drive guest satisfaction through proactive leadership and staff development.

Qualifications

• ServSafe Manager certification required.
• TABC certification required.
• Experience leading front-of-house teams in high-volume settings.

Responsibilities

• Oversee staff setup and service flow.
• Coordinate with Chefs on menu changes and daily prep.
• Maintain OpenTable efficiency and accurate reporting.
• Ensure hospitality standards and guest satisfaction.
• Provide leadership and ongoing staff development.

Skills

Leadership

Communication

Multi-tasking

Education

ServSafe Manager certification

TABC Certification

Tools

OpenTable

POS System

Job description

Description

Position Summary

The Service Manager is responsible for managing daily operational responsibilities, typically in support of the GM or AGM. This position focuses on growing as a leader in the space while learning administrative duties. This manager oversees the host stand, assists the VIP Concierge, and acts as a liaison for the Reservations & Marketing Departments.

Operational Responsibilities

• Oversee the staff setup and breakdown the restaurant, assigning and checking daily side work
• Create server sections and strategizing on the management plan for service
• Meet with Chefs daily to review menu changes, print daily menus and ensure they are ready for service
• Hold daily line ups with staff to review reservations, nightly focus, and menu changes.
• Maintain POS menus and settings and troubleshoot when necessary.
• Ensure OpenTable is maximized diligently, cover counts are accurate, and tables are finished on time to provide accurate reporting
• Ensure ERHG service and hospitality standards are met during every service
• Send daily performance summary emails to management.
• Ensure a safe working and guest environment to reduce the risk of injury and accidents.
• Complete accident reports promptly in the event that a guest or employee is injured.
• Ensure positive guest service in all areas. Respond to complaints, taking all appropriate actions to turn dissatisfied guests into return guests.
• Be a leader in hospitality. Set the example for the rest to follow.
• Build lasting relationships with our guests by touching tables and making connections.
• Be an ambassador of our product and service. Tell the story of what makes us special to our guests and team members.
• Update the restaurant’s website with current menu
• Update Dropbox with recent party menus for Events Team
• Handle physical gift card requests and mailing and respond to guest reviews
• Monitor email inbox as needed (based on Reservations team taking vacation)
• Work with the VIP Concierge to strategize and execute VIP gifts
• Acts as an on-site liaison for the Marketing and Reservations department.

Accountabilities

• Keep GM and AGM fully informed of all issues (i.e. problems, unusual matters of significance and positive events) and takes prompt corrective action when able
• Complete job responsibilities and performance objectives in a timely and effective manner and in accordance with company policies and procedures.
• Maintain a favorable working relationship with all company employees to promote a harmonious work environment, boosting morale, productivity, and efficiency/effectiveness.
• At all times provides a favorable image of ERHG, including restaurant cleanliness (inside and out) and upholding staff appearance standards.
• Attend bi-weekly FOH/BOH meeting to keep management communication strong
• Perform other duties and responsibilities as required or requested by corporate and partners.

Financial Responsibilities

• Constantly drive sales through OpenTable efficiencies, staff training, community outreach working diligently with the events & reservations and marketing teams.
• Help manage daily cash flow
• Attend bi-weekly manager meetings with partners and corporate to analyze weekly profit & loss statement.

Food & Beverage Requirements

• Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen, bars, and dining areas. Ensure compliance with operational standards, company policies, federal/state/local laws, and ordinances.
• Maintain professional restaurant image, including restaurant cleanliness (inside and out), proper uniforms, and appearance standards.
• Must be ServSafe Manager certified and uphold all ServSafe guidelines and TABC certified.

Staff Responsibilities

• Constantly work towards high team morale and a healthy positive work culture.
• Provide direction to employees regarding operational and procedural issues.
• Develop employees by providing ongoing feedback, and acting as a leader of hospitality in the space

Personal Requirements

• Passion for food, beverage, and hospitality
• Self-discipline, initiative, leadership ability and pleasant, approachable nature
• Ability to lead by example with a neat and clean appearance.
• Ability to motivate employees to work as a team and maintain engagement
• Must be a problem solver and multi-tasker, able to handle the pressures of coordinating restaurant operations and staff while finding appropriate solutions to restaurant problems.
• Must possess good communication skills
• Posses a can-do, team-oriented, flexible attitude

Working Conditions

• A typical work week for this position is 55 hours. Hours may vary if the manager must fill in for his/her employees or if emergencies arise.
• Ability to perform all functions at the restaurant level.
• Position requires prolonged standing, bending, stooping, twisting, lifting products and supplies weighing 45 pounds, and repetitive hand and wrist motion.
• Work with hot, cold, and hazardous equipment as well as operates phones, computers, fax machines, copiers, and other office equipment.

Benefits

• 3 Weeks PTO annually (15 days)
• 3 Sick Days annually
• $3000 Educational Stipend annually
• Employer Contribution to Health Insurance, $200/month
• 50% discount at all ERHG Restaurants
• Wine Exam Reimbursement & Employee Wine Purchase Program - Cost + 20%
• 8 Weeks Paid Parental Leave
• Up to 5 days Bereavement Leave
• 5 Year Retention Bonus of $3,000 and 10 Year Retention Bonus of $10,000