Service Manager

Benefits:

• Paid time off
• Competitive salary
• Employee discounts
• Opportunity for advancement
• Training & development

Department: Operations Reports To: General Manager
Location: Americano/Tell Your Friends Pay Rate: $70-$85k per year

Job Summary

The Service Manager is a key member of The Americano’s leadership team, responsible for overseeing Front of House (FOH) service and creating an exceptional guest experience during every shift. This role leads from the dining room, providing hands-on direction, coaching, and support while ensuring service reflects Clive Collective’s signature blend of intentional hospitality, refined energy, and sophisticated execution.

Service Leadership and Floor Execution

• Lead FOH operations during assigned shifts, ensuring clear communication among the service team, host stand, bar, and kitchen.
• Maintain a consistent and visible floor presence throughout service.
• Direct service flow, including seating, pacing, table maintenance, course timing, and section management.
• Anticipate operational challenges and make timely adjustments to protect the guest experience.
• Conduct effective shift transitions and communicate relevant information to fellow managers.
• Verify that all areas of the restaurant are clean, organized, properly stocked, and ready for service. Ensure compliance with applicable liquor laws, food safety regulations, sanitation requirements, and company policies.

Team Leadership and Development

• Provide clear direction, encouragement, and accountability to FOH employees.
• Train and develop team members on Clive Collective service standards, The Americano’s hospitality style, menu knowledge, beverage knowledge, and brand storytelling.
• Identify performance or training needs and partner with senior leadership on development plans and corrective action.
• Assist with interviewing, onboarding, training, and evaluating FOH employees.
• Promote teamwork, professionalism, respectful communication, and a solution-oriented culture.
• Recognize strong performance and create opportunities for continued employee growth

Guest Experience and Hospitality

• Serve as an ambassador for The Americano and Clive Collective.
• Build genuine relationships with guests and create memorable, personalized dining experiences.
• Remain visible and accessible in the dining room, proactively checking on guest satisfaction.
• Resolve guest concerns promptly, professionally, and with a recovery-first mindset.
• Communicate guest preferences, special occasions, allergies, and service notes to the appropriate team members.
• Support the execution of VIP experiences, private dining, special events, tasting menus, and beverage features.
• Ensure every guest interaction reflects warmth, confidence, attention to detail, and polished hospitality.
• Encourage the FOH team to anticipate guest needs rather than simply respond to requests.
• Proficiency with POS, reservation, scheduling, and operational systems such as Toast, OpenTable, 7shifts, and Restaurant365 is preferred.

Work Environment and Expectations

• Open availability is required, including evenings, weekends, holidays, and special events.
• Maintain an energetic, positive, and professional leadership presence.
• Demonstrate reliability, sound judgment, integrity, and attention to detail.
• Maintain a professional appearance consistent with Clive Collective’s uniform and grooming standards.
• Support leadership decisions and communicate expectations consistently to the team.
• Remain committed to The Americano’s service standards, guest experience, and team success.
• Lead by example during every shift and assist wherever needed to ensure smooth operations.