Service Manager
The Wilkinson Firm•Charlotte, NC
•Onsite
About The Position
The Service Manager is the senior floor leader for the Charlotte market. This role involves training new hires, running Captain School, overseeing live events, coaching staff in real-time, and ensuring client satisfaction after each function. Charlotte is positioned as the next full market, with a goal to build a 100-person W-2 hospitality team by the end of 2027, complete with a defined promotion path for all employees. The Service Manager plays a key role in guiding individuals along this career 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 training people with 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, including attire, service standards, property briefings, and the Wilkinson way.
- Run Captain School, including grading floor work and certifying captains and event leads.
- Be on-site for every large function to provide live coaching, correction, and reporting.
- Conduct post-event reviews with clients, analyze ratings, and implement necessary improvements.
- Identify employees ready for promotion and provide evidence of their readiness.
Benefits
- $45,000 to $55,000 base salary
- Quality bonus tied to client ratings
- W-2 employment
- Paid bi-weekly
- Reports to the Director of Hospitality Operations
- Path to Event Operations Manager or market leadership
- Ownership of the Captain School program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
