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    Service Manager - Austin, United States - DrinkWell

    DrinkWell
    DrinkWell Austin, United States

    2 weeks ago

    Default job background
    Full time
    Description
    DrinkWell is a well-established and award-winning cocktail bar and neighborhood restaurant located in Austin's eclectic North Loop district. We are excited to expand our leadership team via the hire of a new, full-time Service Manager. This is a full-time, fully salaried role with an anticipated work schedule of 40-45 hours per week.

    DrinkWell's work culture is continually evolving but always anchored by respect, generosity, empathy and a shared commitment to excellence in hospitality for our guests. DrinkWell is special -- but it is not precious.
    That is a through line into almost everything we do. This individual who comes on our Service Manager should have the confidence, maturity and leadership experience necessary to coach the team in pursuit of that culture.

    The Service Manager's role is intended to ensure the front of house team has all the necessary tools and ongoing training to thrive in their work. This individual works to understand how all facets of our business intersect and they are constantly looking for ways to elevate the experience at DrinkWell for both the guest and the staff.



    Human qualities:

    • Honest, dependable and works with integrity Excellent verbal and non-verbal communication skills that are rooted in kindness, clarity and empathy; someone with a good 'bedside manner' and a pleasant & professional temperament
    • Strong organization and time-management skills
    • Mature and can utilize sound judgment in prioritizing competing needs
    • Good at troubleshooting & patiently seeing a problem through to solution


    Functional Skills & Experience

    • 3+ years of experience managing and coaching individuals and teams in a bar or restaurant environment
    • Functional knowledge of spirits, cocktails, beer and wine; former substantive work experience in cocktail bartending or floor service is ideal
    • Tech capable (experience working with GoogleDocs, MS Excel, Slack, Adobe Suite and POS systems)
    • Can lift 50lbs; comfortable standing for long periods of time, bending, lifting, twisting and climbing


    Core Responsibilities

    Staff & Guest Development (aka the "People" Work) - 60%

    • Model exemplary hospitality practices that deliver a welcoming, seamless guest experience
    • Be a physical presence for guests and a resource for the staff as an MOD/floor lead, particularly during key hours of operation
    • Develop employees by providing ongoing coaching/training on menu knowledge, service techniques and guest engagement
    • Foster a supportive and safe work environment through the coordination of trainings related to sexual harassment prevention, harm reduction, and de-escalation; routinely seek out new/better opportunities for this kind of education for the entire staff
    • Work with the kitchen manager to ensure that DrinkWell is consistently meeting, if not far exceeding, standards for cleanliness, sanitation and organization; hold the collective team accountable for opening & closing checklists and sidework projects
    • Assist in the hiring for all FOH positions including writing job ads, shepherding interview schedules, coordinating new hire paperwork and orientation/onboarding; participate in the interview process for BOH staff as needed
    • When necessary, facilitate the termination process and offboarding for staff
    • Manage the schedule & cadence of employee performance/development reviews for each team member
    • Respond to guest questions, event inquiries, concerns, and compliments in a timely and gracious manner; ensure guest feedback is collectively shared & transparent among the team
    • Collaborate with the leadership team to develop menu offerings and programming that reflect the evolving needs of our guests and keeps DrinkWell relevant within the industry; works with Bar & Kitchen Managers to ensure fluidity and excellence in the execution of those opportunities

    Operations & Administration (aka the "Paper" work) - 40%

    • Diligently track pricing, costs of goods, labor and controllable operating expenses to help meet the business' financial goals
    • Fully manage the FOH schedule including planned & unplanned PTO/schedule changes to ensure the bar and related events are sufficiently staffed to meet the needs of both guests and team; when necessary, cover floor lead or bar lead shifts in emergencies
    • Coordinate bi-weekly payroll and submit timesheets & tiplogs to bookkeeping
    • Inventory, maintenance and ordering of all bar/FOH smallwares, paper goods, packaging and marketing materials; coordinating either delivery or pick-ups when necessary
    • Ensure all guest facing menus are accurate and in good repair (e.g. coordinate paper menu printings & pick-ups, coordinate daily chalkboard specials)
    • Ensure our POS is optimized with an accurate inventory, pricing and programming
    • Maintain the technologies needed for optimal FOH service (e.g. troubleshoot POS and internet issues, keep all passwords and apps up to date)
    • Shepherd front of house equipment repairs issues; calling maintenance, ordering replacements, scheduling service visits etc.
    • Contribute to offsite/special events as needed, including ideation, planning and the set-up/ break-down of these opportunities

    Compensation and Benefits
    • $65,000 base salary
    • 75% Paid Medical, Dental and Vision Insurance, available 30 days after hire
    • 15 days PTO annually
    • $1,000 per year, reimburseable continuing education stipend
    • Monthly gas and cell phone stipend
    More detail about DrinkWell, please visit
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