Service Manager in Austin, Texas at Still Austin Whiskey Co

About Still Austin Whiskey Co

Still Austin is the first true grain-to-glass distillery to open in Austin since the end of Prohibition and one of the fastest-growing craft whiskey brands in the United States. As we expand into the Still Austin Quarter (SAQ)—a hospitality-forward campus featuring a restaurant, lounge, café, welcome center, and event spaces—we are building a leadership team that sets the standard for service, people leadership, and guest experience. Hospitality at Still Austin is rooted in craft, care, and community.

POSITION SUMMARY

The Service Manager is a frontline hospitality leader responsible for driving exceptional guest experiences while leading, developing, and retaining high-performing service teams. This role blends operational excellence with people leadership, ensuring that service standards, compliance, and culture are consistently upheld across all shifts.

The Service Manager plays a critical role in employee engagement, coaching, accountability, and performance management, serving as a culture carrier and problem-solver in a fast-paced, guest-facing environment.

SUCCESS PROFILE

To be successful in this role, the Service Manager will:

• Lead and develop engaged service teams, fostering accountability, growth, and retention.
• Model and reinforce Still Austin’s hospitality standards, values, and brand voice.
• Create a safe, compliant, and respectful workplace through proactive leadership and clear expectations.
• Address performance and conduct issues promptly and professionally, using coaching and corrective action as appropriate.
• Balance guest experience, team needs, and business priorities during daily operations.
• Operate with ownership and composure, especially during high-volume or high-pressure moments.

ESSENTIAL DUTIES & JOB RESPONSIBILITIES

Guest Experience & Brand Representation

• Promote brand loyalty by curating genuine, memorable hospitality experiences for every guest.
• Exhibit strong brand, product, and distillery knowledge, ensuring accurate storytelling and guest education.
• Effectively navigate service recovery opportunities with professionalism, empathy, and ownership.
• Ensure the integrity, cleanliness, and presentation of all guest-facing spaces, equipment, and service areas.

People Leadership & Employee Relations

• Lead, motivate, coach, and evaluate team member performance through regular feedback and ongoing development.
• Support hiring, onboarding, training, and continuing education for all service team members.
• Increase team member retention by creating a supportive, accountable, and inclusive work environment.
• Address employee relations matters, including performance concerns, attendance issues, and behavioral expectations, in partnership with HR and management.
• Administer progressive discipline consistently and in alignment with company policies and employment laws.
• Serve as a visible, approachable leader on the floor, setting the tone for professionalism and teamwork.

Operational Oversight & Compliance

• Provide informed supervision of daily service operations, ensuring smooth execution across all shifts.
• Create and manage schedules, task assignments, and floor coverage to meet business needs and labor targets.
• Ensure compliance with all health, safety, labor, and TABC regulations, modeling responsible alcohol service.
• Coordinate routine repairs and maintenance (R&M) for facility and equipment in partnership with Operations.
• Facilitate and maintain strong relationships with industry vendors and service partners.

Inventory, Financials & Reporting

• Track, manage, and maintain accurate inventory levels for supplies, equipment, and service needs.
• Monitor COGS, labor, and operational expenses, supporting budgeting and financial reporting efforts.
• Identify opportunities to improve efficiency, reduce waste, and optimize service operations.

Communication & Collaboration

• Communicate clearly, positively, and consistently with team members, peers, and leadership.
• Collaborate cross-functionally with Beverage, Events, Culinary, and Operations teams to ensure alignment.
• Act as a conduit between leadership and frontline staff, reinforcing expectations and sharing feedback.

QUALIFICATIONS

Required Qualifications

• Proven experience in hospitality leadership or service management.
• Strong people-management skills, including coaching, performance management, and conflict resolution.
• Solid understanding of hospitality operations, service standards, and guest experience delivery.
• Demonstrated ability to lead teams in a fast-paced, high-volume environment.
• Strong organizational, communication, and problem-solving skills.
• Availability to work evenings, weekends, late nights, and some holidays.

Certifications

• Current TABC Certification required.
• Current Texas Food Handler’s Certification required.

Preferred Qualifications

• Experience leading teams through growth, change, or new concept openings.

• Familiarity with budgeting, COGS management, and financial reporting.
• Experience working in craft beverage, restaurant, or experiential hospitality environments.

PHYSICAL REQUIREMENTS

This role requires the ability to:

• Stand and walk for extended periods during service.
• Lift and carry supplies and equipment (up to 40 lbs).
• Navigate a fast-paced environment with frequent movement, noise, and guest interaction.
• Perform repetitive motions, including bending, reaching, and standing for long durations.