Service Manager

The Wilkinson Firm•Atlanta, GA

39d•Onsite

About The Position

The Service Manager is the senior floor leader for the Atlanta market. This role involves training every new hire before their first shift, running Captain School, walking events while they are live, coaching captains and event leads in real time, and closing the loop with the client's banquet or housekeeping director after every function. The goal is to ensure that the service provided by the team meets the highest standards, leading to client satisfaction. Atlanta is the headquarters market with a commitment to creating W-2 hospitality jobs and a written promotion path for every employee. The Service Manager plays a key role in advancing individuals along this path.

Requirements

3 or more years as a banquet captain, banquet manager, restaurant manager, or training manager in a hotel, resort, club, or caterer.
Proven experience in training people and demonstrable results.
Fluency in brand-standard service standards (Marriott, Hilton, Hyatt, or comparable).
Patient, direct, and respected demeanor on the floor.
Reliable transportation.
Availability to work evenings and weekends.

Responsibilities

Train every new hire before their first shift.
Run Captain School.
Walk events while they are live.
Coach captains and event leads in real time.
Close the loop with the client's banquet or housekeeping director after every function.
Conduct pre-shift training and orientation, covering attire, service standards, and property briefings.
Grade floor work and certify captains and event leads.
Be on-site for every large function to coach, correct, and report.
Conduct post-event reviews, analyze ratings, and implement necessary improvements.
Identify employees ready for promotion and provide evidence of their readiness.