Sr Guest Service Manager

LEV RESTAURANT GROUP•Las Vegas, NV

7d•Onsite

About The Position

The Senior Guest Service Manager is responsible for ensuring and providing a flawless, upscale, professional, and high-class guest service experience. Senior Guest Service Manager is responsible for ensuring that every guest interaction reflects our brand standards and that every team member is trained, coached, and inspired to deliver memorable experiences. You are the point person for VIPs, regulars, first-time diners, and service recovery — personally ensuring Harlo feels personal, polished, and exceptional.

Requirements

Great interpersonal and communication skills
Strong problem-solving abilities
Highly organized
Good observation skills
An ability to deliver constructive criticism
Computer literate and basic Math skills
An ability to identify weaknesses and provide coaching where necessary
Leadership and time-management skills
Knowledge of proper food handling techniques and procedures
Demonstrated customer and personal service skills
Must be flexible and willing to travel to different restaurants
Strong emotional intelligence and natural guest engagement skills
High attention to detail and pride in setting service standards
Comfortable coaching in real time and holding teams to excellence
Polished, warm, and confident presence
Passion for hospitality and guest connection
High School Diploma or GED
An associate degree or college education in restaurant and hospitality management or institutional food service management
3+ years of high-volume or fine dining hospitality leadership
Prior experience in a managerial position
Ability to work flexible hours

Responsibilities

Cooperating with the general manager, and assisting with anything from project planning to staff management
Nurturing positive working relationships with staff.
Delegating daily tasks
Addressing any issues in a timely fashion
Ensuring company policies and procedures are followed
Setting a good example for staff
Maintain a visible, engaging presence in the dining room and bar
Personally, connect with VIPs, regulars, first-time guests, and recovery opportunities
Create personalized moments that turn great meals into memorable experiences
Own and reinforce Harlo’s Steps of Service and brand standards
Lead FOH service training, onboarding, and re-training
Provide real-time coaching and feedback to service professionals
Use OpenTable guest profiles and preferences to personalize service
Partner with the GM and AGM on service meetings, training plans, and performance development
Run successful shifts including staffing, flow of service, cleanliness, and presentation
Assist with opening/closing procedures, minor cash handling, and daily administrative needs
Support safety, sanitation, and certification compliance
Other job tasks assigned