Service Manager

Description

Rooted Hospitality Group - Service Manager

Rooted Hospitality Group (RHG) is dedicated to creating a brighter world by enriching people’s lives through genuine hospitality, exceptional products, and servant leadership. We are looking for like-minded, talented, integrity-driven individuals to join our journey and grow with us.

We’ve just opened the doors to Rumba, our newest concept in Metairie, LA—a vibrant, energetic space where service is the soul of the experience. As Service Manager, your mission is to elevate the guest experience by leading a high-performing front-of-house team, championing RHG’s standards of genuine hospitality, and ensuring seamless service execution during every shift.

This role is for a true service expert—someone who doesn’t just understand hospitality but embodies it. You are the heartbeat of the dining room: a coach, a mentor, and a model of warm, attentive service. You shape the flow of the floor, inspire your team, and ensure every guest feels seen, valued, and welcomed.

Key Responsibilities:

Guest Experience & Floor Leadership

• Be a consistent, confident presence on the floor during service, setting a fast tone for the entire FOH.
• Proactively engage with guests, anticipate needs, and approach every interaction as an opportunity to create a moment of genuine hospitality that makes each guest feel seen and genuinely appreciated.
• Guide the team through peak service with composure and clarity, ensuring the dining room runs smoothly with appropriate pacing and visible leadership.
• Maintain a guest review average of 4.5 stars or higher across major platforms by driving a culture of attentiveness and warmth.
• Address and resolve 100% of service incidents professionally, ensuring each issue is handled with care and resolution leaves the guest feeling valued and eager to return.
• Embody RHG’s core values of warmth, attentiveness, and joy, inspiring the team to go beyond transactions and create memorable, heartfelt moments.

Team Development & Training

• Lead all FOH service training for new hires, including hands-on shadowing and RHG orientation, ensuring 100% completion of all required training materials. 
• Conduct daily pre-shift meetings and monthly training workshops tailored to guest feedback, seasonal shifts, or team needs.
• Regularly evaluate team performance using RHG’s service standards, aiming for 95%+ of the FOH team to meet or exceed expectations. 
• Invest in team development through clear, in-the-moment coaching while running the floor.
• Track individual server performance metrics such as average check, table turns, tip % and sales. Use this data in one-on-one coaching sessions to celebrate wins, identify growth areas, and provide tailored guidance.
• Model salesmanship on the floor by demonstrating consultative selling—offering thoughtful suggestions that elevate the guest experience while supporting business goals.

Service Systems & Standards

• Monitor and teach RHG’s service standards—greeting, pacing, selling, table maintenance, hospitality and farewells—through regular audits and on-the-floor leadership.
• Partner with the GM, KM and Bar Manager to ensure food, beverage, and service offerings align for a consistent guest journey.
• Champion a service culture where high standards are normalized and celebrated.

Culture & Recruitment

• Actively participate in FOH recruitment, interviewing and onboarding talent aligned with RHG’s mission and values.
• Foster a work environment that builds loyalty, trust, and pride—measured by reducing FOH turnover by 10% year-over-year.
• Model RHG’s values through daily leadership: humility, professionalism, positivity, and accountability.
• Support performance management with coaching plans, recognition, and, when necessary, progressive discipline.

Administrative & Operational Duties

• Assist with weekly scheduling needs based on service trends and labor goals.
• Help manage floor coverage and adjust staffing in real time based on volume.
• Track guest service metrics, team feedback, and training effectiveness.

Requirements

Requirements

• 4+ years in a service leadership role within a high-volume, full-service restaurant.
• Proven success in coaching, training, and developing teams.
• Strong understanding of modern hospitality and guest engagement standards.
• Ability to think holistically about the guest journey and shape memorable experiences.
• Confident working with POS and guest management systems.
• Charismatic leadership presence: calm under pressure, optimistic, and grounded.
• Capable of teaching our service standards and committed to using RHG’s training guides and specifications to uphold consistency and excellence.
• Naturally curious and committed to your own personal, professional, and emotional growth.
• Flexible, collaborative, and driven to uplift others and exceed expectations.

Why Join Rooted Hospitality Group?

At RHG, we believe leadership is an act of service. You’ll be supported, respected, and empowered to bring your full self to work every day. We champion innovation, integrity, and excellence—and we’re building a team at Rumba that reflects those values. If you’re someone who can teach great service because you live great service, we can’t wait to meet you.

Rooted Hospitality Group is an equal opportunity employer and does not discriminate on the basis of an applicant’s or employee’s race, color, religion, national origin, sex, gender identity/expression, sexual orientation, age, disability, veteran status, marital status, citizenship, ancestry, pregnancy, familial status, actual or perceived status as a victim of domestic violence, dating violence or stalking, or any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws.