Market Service Manager at Pullman Market – San Antonio, Texas

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