Service Manager

Position Overview

Raf’s is seeking a driven, hospitality-focused Service Manager to elevate the guest experience, strengthen service execution, and develop a high-performing front-of-house team. This role requires a leader who combines genuine client engagement with operational discipline, commercial awareness, and a commitment to continuous improvement.

The Service Manager is responsible for translating Raf’s service standards into consistent execution on the floor while building a team that understands the importance of thoughtful hospitality, product knowledge, and attention to detail. From managing reservations and anticipating guest needs to developing sales initiatives and optimizing labor, this individual must balance the guest experience with the business of running a successful restaurant.

We are looking for a proactive leader who challenges complacency, identifies opportunities for growth, and consistently pushes guest satisfaction, team performance, and business results forward.

Key ResponsibilitiesGuest Experience & Client Engagement

• Lead service from the floor, setting the tone for hospitality, attentiveness, composure, and professionalism.
• Drive meaningful client engagement through personalized service, thoughtful table touches, guest recognition, and proactive anticipation of needs.
• Leverage the reservation system to review guest profiles, preferences, VIPs, special occasions, and visit history to create personalized experiences.
• Ensure guest expectations are managed thoughtfully and that feedback, concerns, and service recovery opportunities are addressed with urgency and discretion.
• Build guest loyalty by developing a strong understanding of Raf’s clientele and identifying opportunities to strengthen relationships and encourage repeat visits.

Service Execution & Standards

• Oversee daily service execution, ensuring the team delivers consistent, polished, and attentive hospitality from arrival through departure.
• Lead pre-shift meetings with clear direction on reservations, service priorities, menu updates, VIPs, sales initiatives, and opportunities for improvement.
• Maintain strong floor awareness, anticipate operational needs, and make timely decisions that protect the guest experience.
• Reinforce service standards through active observation, real-time coaching, and consistent follow-through.
• Identify breakdowns in execution, address root causes, and implement practical solutions that strengthen consistency and efficiency.
• Maintain a visible leadership presence during service, supporting the team while holding individuals accountable to established expectations.

Team Development, Training & Accountability

• Train, coach, and develop front-of-house staff through structured education, hands-on instruction, and ongoing performance feedback.
• Establish clear expectations for hospitality, menu knowledge, service sequence, communication, and professional conduct.
• Partner with leadership to identify individual development needs, track progress, and build a stronger pipeline of future leaders.
• Reinforce product knowledge and service confidence through tastings, role-play, menu reviews, and ongoing education.
• Foster a culture of ownership, preparation, collaboration, and continuous learning.
• Address performance concerns directly and constructively, ensuring feedback translates into measurable improvement.

Culinary & Beverage Collaboration

• Partner closely with culinary and beverage leadership to maintain comprehensive team knowledge of ingredients, preparation methods, menu changes, wine, cocktails, and beverage pairings.
• Ensure new products, seasonal offerings, and menu updates are communicated clearly and confidently to the service team.
• Collaborate with culinary and beverage teams to develop thoughtful pairing recommendations, guided ordering strategies, and sales initiatives that enhance the guest experience.
• Support the introduction and execution of new offerings through staff education, pre-shift communication, and active floor engagement.
• Maintain open communication between front-of-house, kitchen, and beverage teams to improve coordination, timing, and the overall dining experience.

Sales, Revenue Growth & Market Competitiveness

• Drive revenue through intentional hospitality, guided ordering, relevant recommendations, beverage engagement, and thoughtful upselling.
• Monitor sales performance, average check, product mix, and other relevant operating metrics to identify opportunities for growth.
• Translate sales objectives into actionable team initiatives, providing clear direction, tracking results, and reinforcing successful behaviors.
• Stay informed about competitive positioning, market trends, evolving guest expectations, and opportunities to strengthen Raf’s offering.
• Proactively identify ways to improve the guest experience, increase repeat business, and support the restaurant’s continued growth.
• Balance commercial objectives with genuine hospitality, ensuring recommendations remain thoughtful, appropriate, and guest-focused.

Labor Management, Scheduling & Operational Efficiency

• Manage labor in alignment with business demand, reservations, events, forecasted covers, and service requirements.
• Build efficient schedules that support service standards while maintaining appropriate staffing levels and responsible labor costs.
• Use reservation and scheduling technology to anticipate business needs, optimize staffing decisions, and prepare the team for upcoming service periods.
• Monitor labor performance and identify opportunities to improve productivity without compromising the guest experience.
• Maintain proficiency across restaurant technology, including reservation management, POS, scheduling, and reporting systems, using available tools to improve communication, planning, and execution.
• Ensure operational tasks, shift notes, reporting, and follow-up are completed accurately and on time.

Leadership, Communication & Continuous Improvement

• Lead proactively by identifying priorities, anticipating challenges, and preparing the team before issues affect service.
• Communicate clearly with management, culinary, beverage, and service teams to ensure alignment on business priorities and operational needs.
• Establish ownership and deadlines for delegated tasks, following through to ensure completion.
• Review service performance, guest feedback, sales results, and recurring operational challenges to identify actionable improvements.
• Remain composed under pressure, exercise sound judgment, and lead with the emotional intelligence required to build trust and accountability.
• Consistently evaluate how Raf’s can improve, compete, and deliver a stronger experience in an evolving restaurant market.

Qualifications & Experience

• Previous management experience in fine dining, upscale dining, or a comparable high-touch hospitality environment.
• Demonstrated ability to lead service execution, develop teams, and maintain elevated hospitality standards.
• Strong understanding of reservation management, guest profiling, and personalized client engagement.
• Experience with restaurant technology, including reservation platforms, POS systems, labor scheduling, and operational reporting.
• Commercial awareness and the ability to interpret sales and labor metrics to inform business decisions.
• Confidence in menu education, wine and beverage collaboration, guided ordering, and sales development.
• Excellent communication, coaching, organization, and problem-solving skills.
• Ability to lead with composure, urgency, discretion, and accountability in a fast-paced environment.
• Flexible availability to support restaurant operations, including evenings, weekends, and holidays.

More detail about Raf's part of Elizabeth Street Hospitality