Director of Service

City Winery Boston•Boston, MA

3d•Onsite

About The Position

A rare opportunity to join the City Winery team as we reimagine the future of live music and hospitality. City Winery to deliver the highest end combined culinary and cultural experience to our customers who are passionate in sharing wine, music, and culinary arts. We are a unique facility, combining a fully functioning winery with intimate concerts, food & wine classes, private events in a variety of configurations, and fine dining. We have created a compelling mix for our sophisticated clientele of foodies, and active cultural patrons—bringing the wine country experience to the middle of a large city. Position Summary The Service Director actively participates in service and oversees all front-of-house operations and provides support to the General Manager and serves as secondary leader for the property. This role develops practices and works alongside department heads to drive initiatives to drive top line sales and while controlling expenses and COGS to protect bottom line margins. This individual oversees and develops the operations management team and oversees the hiring of all service staff while ensuring proper training on all aspects of our company culture and service responsibilities.

Requirements

Minimum 5 years’ experience in multi-faceted, high-volume restaurant, venue and/or equivalent relevant experience
Proven leadership skills and commitment to excellence
Proven financial and business acumen; analytical skills, and ability to meet and exceed set budgets
Unparalleled passion for hospitality, food, wine, and music
Ability to successfully multi-task, delegate, and manage several projects at once in high-pressure, fast paced environment
Ability to respectfully mentor, train, develop, and hold teams accountable to expectations
Must be detail oriented, strong execution skills
Functional working knowledge of health department and all other related regulations
Exceptional communication and interpersonal skills both written and verbal
Strong culinary and wine knowledge
Must be fluently literate in English including ability to read, write, and communicate, conduct business related mathematics and analyze data
Must have proficient computer and technological skills
Ability to perform physical requirements of position including standing and walking for extended periods of time, bending, pushing, pulling, lifting and carrying loads of up to 50 pounds, per business need
Able and willing to work flexible scheduling including days, nights, weekends, and holidays
Able to travel and attend business-related meetings and trips

Responsibilities

Assist in oversight and management of all aspects of property and associated internal departments
Ensure successful execution of all shows, events and daily activity. Oversee ownership of all operating spaces within both locations.
Review and sign off on weekly FOH team schedules.
Oversee the management of Open Table and reservation confirmations
Collaborate with the GM to address social media comments related to service issues
Manage pre-shift messaging and oversee EOD notes as related to daily operations with approval from the GM
Develop staff sales incentives programs and communicate through all FOH managers and supervisors
Field all service complaints: prepare a reply to the guest and send with a final sign off from the GM
Practice a consistent survey of the facility to ensure the staff, artists, and guests have everything they need to have a positive experience
Assure all marketing materials are present in check presenters, on tables, slideshow and throughout the space and in line with national initiatives.
Maintain a healthy working relationship between FOH and BOH and address any opportunities with operational departments in the weekly BEO / Management Meeting.
Collaborate with the events department to review the upcoming months in the calendar and discuss programming ideas for any holes in the schedule
Coordinate operational details for Public Events amongst all appropriate departments.
Maintain a monthly staff meeting to celebrate the staff and ensure good inter-departmental communication: employee of the month, new policies or changes, menu items, new hires, etc.
Address ongoing facilities issues and maintenance needs.
Manage pre-service meeting agendas, with approval from the GM: shift notes, F&B training, policies & procedures.
Uphold City Winery Hospitality service standards
Perform all other related functions, projects, initiatives as per business need
Foster positive Company culture, build morale, and create on-going positive work environment and maintain a productive and professional workforce
Direct and oversee proper and continued training of staff in all departments with approval from the GM
Interview, select, train, supervise, counsel, and monitor performance of staff
Conduct disciplinary action as needed, including termination, when necessary, in partnership with HR and with approval from the GM and in accordance with Company policies and guidelines
Conduct staff meetings regularly to ensure effective and clear communication including management meetings, BEO meetings
Ensure safe working environment in all areas
Ensure proper and timely reporting of all incidents, injuries, accidents through proper channels
Approve of all new hires, with senior leadership partnership when required, set fair wages consistently, and ensure all hires and properly onboarded and given tools to succeed
Handle personnel issues in partnership with Human Resources when needed, with approval from the General Manager
Clearly communicate and train staff on company updates, policy changes, and initiatives in a timely manner
Monitor department scheduling and adjusting as necessary to ensure operational success
Ensure proper completion of administrative tasks including trackers, financial-related reports, personnel forms including PAFs, CAFs, injury reports, and other necessary admin tasks.
Oversee and approve accurate payroll administration and processing with approval from the General Manager
Ensure communication to personnel regarding benefits timelines and proper administration, in partnership with Human Resources with approval from the General Manager