NY Metro | Service Manager | Luxury Hotel

Job Description Job DescriptionDESCRIPTION:A luxury boutique hotel in Westchester County is seeking a detail oriented Service Manager. The Service Manager is responsible for ensuring exceptional guest experiences, leading and developing a high-performing service team, and maintaining operational excellence within the establishment. Reporting to the General Manager, Assistant General Manager, and Directors, this individual plays a crucial role in upholding elevated standards of service, enhancing the overall guest journey, and driving operational success. We are seeking a dynamic, goal-oriented leader who will hold all team members accountable to company cultural values and standards, foster a supportive team environment, and inspire a culture of hospitality excellence. Local candidates only. No relocation or commuter benefits available at this time. Core Responsibilities — Conducts regular performance evaluations, providing ongoing coaching, feedback, and corrective actions when necessary. Retains top talent by inspiring, teaching, and embracing a culture of continuous development and self-education. Devises and communicates daily floor plans, pre-shift notes, and staffing levels to front-of-house staff. Ensures all steps of service are strictly followed, side work is completed, and daily opening/closing procedures are executed thoroughly. Verifies staff knowledge by conducting periodic testing and questioning to encourage deep food, beverage, and service comprehension. Facilitates effective communication between front-of-house and back-of-house teams to coordinate dietary restrictions and special guest requests. Holds employees accountable to cultural values, goals, and service standards while championing new company initiatives. Operational Involvement — The Service Manager ensures flawless daily floor execution and guest connection by: Maintaining a strong, hands-on presence on the floor, stepping in as needed to assist service staff during high-volume periods. Performing table touches at every service to evaluate guest satisfaction and cultivate lasting regular relationships. Addressing and resolving guest complaints with composure, urgency, and professionalism. Verifying that the reservation book is manageable and correctly plotted prior to service execution. Managing dining room environmental awareness, including lighting, music, temperature, and overall cleanliness. Leading dynamic, motivating pre-shift meetings, training demos, and educational contests.