Service Manager

Job Title: Service Manager
Location: Overstory Bar
Reports To: Bar Director and SAGA General ManagerPosition Summary

The Service Manager is responsible for leading the daily front-of-house operations of a luxury cocktail bar, ensuring an exceptional guest experience that reflects the highest standards of hospitality, beverage excellence, and service execution. This role serves as the operational leader on the floor, directing service, coaching team members, and creating an atmosphere that is sophisticated, energetic, and seamlessly executed.

Working closely with the General Manager and Beverage Director, the Service Manager oversees bartenders, servers, hosts, and support staff while maintaining exceptional service standards, operational efficiency, and financial performance. The ideal candidate is a polished hospitality professional with a passion for craft cocktails, luxury service, and developing high-performing teams.

Key ResponsibilitiesService Execution & Guest Experience

• Lead nightly service while maintaining exceptional hospitality, efficiency, and attention to detail.
• Engage with guests throughout service, anticipate needs, and resolve concerns with professionalism and discretion.
• Oversee reservations, seating strategy, and guest flow to maximize both experience and capacity.
• Maintain the bar's atmosphere by monitoring service standards, cleanliness, lighting, and music.

Beverage Leadership

• Support the execution of the cocktail, wine, and spirits program while ensuring consistency in beverage service.
• Coach team members on beverage knowledge, guest engagement, and upselling opportunities.
• Partner with the Beverage Director on seasonal menu launches, training, and service initiatives.
• Ensure responsible alcohol service and compliance with all applicable laws and company standards.

Leadership & Team Development

• Recruit, train, coach, and develop bartenders, servers, hosts, and support staff.
• Lead daily pre-shift meetings covering service priorities, reservations, VIPs, and menu updates.
• Provide ongoing coaching, performance feedback, and accountability to maintain service excellence.
• Foster a collaborative, respectful, and inclusive team culture.

Operations & Financial Performance

• Assist with scheduling and labor management to meet operational and financial goals.
• Oversee daily reports, cash handling, POS reconciliation, and shift documentation.
• Monitor beverage sales, labor productivity, and guest satisfaction metrics.
• Maintain operational readiness through inventory oversight and quality control of guest-facing areas.

Cross-Functional Collaboration

• Partner with culinary, events, and marketing teams to deliver seamless guest experiences.
• Coordinate service for private events, VIP experiences, and special activations.
• Participate in leadership meetings to improve operations and service performance.
• Communicate effectively across departments to ensure consistent execution.

Compliance & Safety

• Ensure compliance with health, sanitation, workplace safety, and responsible alcohol service regulations.
• Enforce company policies, service standards, and cash handling procedures.
• Maintain a safe, clean, and organized environment for guests and employees.
• Support adherence to all federal, state, and local employment and operational requirements.

Qualifications

• 3-5 years of management experience in a luxury cocktail bar, Michelin-starred restaurant, luxury hotel, or similarly elevated hospitality environment.
• Extensive knowledge of spirits, classic and contemporary cocktails, wine, champagne, and luxury beverage service.
• Demonstrated success leading high-performing hospitality teams in fast-paced, high-volume environments.
• Exceptional guest engagement and relationship-building skills with a passion for personalized hospitality.
• Proficiency with POS, reservation, and table management systems including Toast, Resy, SevenRooms, or similar platforms.
• Outstanding communication, leadership, coaching, and conflict-resolution abilities.
• Availability to work evenings, weekends, holidays, and late-night operations.
• Ability to stand for extended periods and lift up to 50 pounds when necessary.
• New York State Food Handler Certification