Guest Service Manager

Open To External And Internal Candidates•Williamsburg, VA

About The Position

The Guest Service Manager of Food and Beverage oversees daily operations of the Williamsburg Lodge dining room and lounge. The manager models service and quality standards, develops a skilled and motivated staff, and collaborates with the Culinary Team to support efficient and consistent operations across Williamsburg food and beverage outlets. The role includes hiring support, training, counseling, employee evaluations, performance management, scheduling, and operational cost control. The position also supports guest service quality, regulatory compliance, inventory and purchasing, menu implementation, and communication of departmental goals and activities. Duties may evolve based on 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 of age 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 and state regulations.
Maintain company logs in accordance with established policies and procedures.
Ensure compliance with federal and state requirements for safety, sanitation, financial transactions, and internal equipment and inventory controls.
Monitor and control payroll and labor costs, review time entries and overtime reports, and adjust staff hours as needed.
Identify opportunities to enhance revenue and maintain or improve guest service quality through staff training, feedback, and operational improvements.
Manage employee performance to established standards and support hiring, training, counseling, and evaluations.
Monitor equipment needs, menu abstracts, job descriptions, supply levels, inventory, and purchase orders while considering the 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 as specified in training manuals.
Conduct compliance training, including alcohol awareness, tip reporting, and food handler training.
Administer and implement training plans and daily activities to deliver service standards that exceed guest expectations.
Implement new restaurant menus and train staff on them.
Provide day-to-day leadership and development and complete shift assignments.
Develop and adjust weekly work schedules based on forecasted business needs.