Guest Service Manager
About The Position
The Guest Service Manager of Food and Beverage oversees daily operations of the Williamsburg Lodge dining room and lounge. The manager provides leadership and sets an example of service and quality for the Lodge dining staff. Responsibilities include assisting with hiring, training plans, counseling, and employee evaluations to develop a skilled and motivated team that consistently delivers outstanding guest service. The role collaborates with the Culinary Team to support efficient operations and consistent management across Williamsburg food and beverage outlets. The position manages service standards, employee performance, staffing and scheduling, payroll and labor costs, revenue opportunities, inventory, equipment needs, and compliance with company policies and applicable regulations. It also facilitates staff meetings and lineups, delivers required training, and supports the introduction of new restaurant menus. Duties may evolve with operational needs.
Requirements
- Bachelor’s degree in Restaurant Management or Business Management and 2 years of supervisory experience in fine dining operations; OR a 2-year degree in restaurant management and 3–5 years of progressively responsible experience, including 2 years of supervision in fine dining operations; OR a high school diploma or GED and 4–6 years of progressively responsible experience, including 3 years of supervision in fine dining operations.
- Must be at least 21 years old due to Virginia A.B.C. code § 4.1-307.
- Working knowledge of food, beverage, service, and payroll cost-control methods.
- Strong knowledge of wine and liquor, and bartending experience.
- Ability to communicate well orally and in writing.
- Ability to exercise high levels of tact and discretion.
- Ability to demonstrate extreme courtesy and hospitality in stressful situations.
- Ability to work flexible shifts that include nights, weekends, and holidays.
Nice To Haves
- ServeSafe certification or equivalent.
- Knowledge of Kronos Systems.
- Suitable experience in customer service.
- POS system and cash-handling experience.
- Food and beverage knowledge.
- Ability to lead a team.
Responsibilities
- Oversee daily operations of the dining room and lounge.
- Ensure team members comply with company policies and procedures and local, state, and federal regulations, including safety, sanitation, financial transactions, equipment, and inventory controls.
- Maintain company logs in accordance with established policies and procedures.
- Monitor and control payroll and labor costs, review time entries and overtime reports, and adjust staff hours as needed.
- Enhance revenue opportunities and maintain the quality of guest service through staff training, feedback, and operational improvements.
- Manage employee performance to meet established standards.
- Monitor equipment needs, menu abstracts, job descriptions, supply levels, inventory, and purchase orders while controlling costs and working within budget.
- Facilitate daily lineups and weekly and monthly meetings with supervisors and hourly staff to communicate departmental goals, objectives, and activities.
- Ensure staff can describe daily specials and regular menu items in accordance with training manuals; conduct compliance training, including alcohol awareness, tip reporting, and food handling.
- Administer and implement training plans and daily activities to meet service standards that exceed guest expectations.
- Implement new restaurant menus and train staff on them.
- Provide day-to-day leadership and employee development, complete shift assignments, and develop or adjust weekly schedules based on forecasted business needs.
- Collaborate with the Culinary Team to support efficient operations and consistent management across food and beverage outlets.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
