Director of Service

City Winery Boston•Boston, MA

4d•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 is the operational leader responsible for executing across all front-of-house operations. Reporting directly to the General Manager, this role ensures operational excellence throughout the restaurant, concert venue and private events while delivering exceptional hospitality and financial results. The Service Director leads the daily execution of operational initiatives, develops high-performing teams, and ensures consistent execution of City Winery's hospitality standards. This leader partners closely with the Executive Chef to create a seamless front-of-house and back-of-house operation while maintaining an unwavering focus on guest experience, employee development, food safety, and profitability. The ideal candidate is an inspiring leader who thrives in a fast-paced hospitality environment and enjoys building teams, coaching leaders, and driving operational excellence.

Requirements

Minimum 3 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

Ensure consistent execution of City Winery Hospitality Standards every day.
Lead daily operations while maintaining exceptional guest experiences and operational efficiency.
Drive accountability across all Front-of-House leaders and supervisors.
Ensure seamless execution of all concerts, programming, buyouts, and private events.
Lead daily pre-shift meetings and operational communication.
Partner with the Executive Chef to ensure exceptional collaboration between Front-of-House and Back-of-House teams.
Ensure proper staffing, deployment, and floor management during all service periods.
Recruit, interview, hire, onboard, train, and develop Front-of-House leaders and hourly team members.
Coach managers and supervisors through performance management, development planning, and succession planning.
Conduct regular one-on-one meetings and performance discussions.
Partner with Human Resources on employee relations, investigations, corrective actions, and policy administration.
Ensure every employee receives proper onboarding, training, and ongoing development.
Lead departmental meetings focused on service standards, product knowledge, and operational initiatives.
Partner with the General Manager to achieve labor, sales, profitability, and guest satisfaction goals.
Manage Front-of-House labor budgets and scheduling.
Review payroll for accuracy and compliance. Monitoring overtime and labor productivity.
Analyze service metrics, guest feedback, sales trends, and operational KPIs.
Drive beverage, retail, and food sales through service excellence and team coaching.
Support inventory controls, waste reduction, and cost management initiatives.
Ensure timely completion of operational reports, payroll approvals, incident reports, corrective actions, and required documentation.
Maintain accurate employee records in partnership with HR.
Communicate company initiatives, policy updates, and operational expectations effectively.
Ensure all operational trackers and compliance reporting are completed accurately and on time.