Service Director
Position Summary
The Service Director is responsible for creating and maintaining exceptional guest experiences across the El Reloj District. This role leads the front-of-house team, develops service standards and training programs, oversees daily operations, supports private events, and partners closely with executive leadership to build a best-in-class hospitality program.
Essential Duties & Responsibilities
Develop and maintain service standards across the restaurant, cigar club, inn guest services, and events program
Recruit, train, coach, and lead a high-performing front-of-house team
Create and deliver ongoing training focused on hospitality, service techniques, product knowledge, and guest engagement
Maintain a strong floor presence and lead service by example
Oversee daily front-of-house operations, including scheduling, labor management, pre-shift meetings, and service execution
Partner with the events team to ensure seamless execution of private events
Manage front-of-house operational inventories and supplies
Utilize and oversee systems including reservations, scheduling, event management, and operational software
Monitor labor costs, staffing levels, and team productivity
Collaborate with the General Manager, Executive Chef, Beverage Director, and executive leadership to ensure operational alignment
Manage employee performance, coaching, documentation, and corrective action when necessary
Ensure compliance with company policies and all applicable health, sanitation, alcohol, and safety regulations
Qualifications
Minimum two years of progressive restaurant or hospitality leadership experience
Proven success building, developing, or elevating a service program
Strong training, coaching, and team development experience
Experience managing private dining, catering, or events
Strong communication, organizational, and leadership skills
Ability to manage staffing, labor controls, and operational performance
Basic understanding of sales, labor, and cost management
Experience with hospitality technology platforms preferred
English proficiency required; Spanish preferred
Comfortable working in and around a premium cigar environment
Physical Requirements & Work Environment
Ability to stand and walk for extended periods in a fast-paced hospitality environment
Exposure to premium cigar smoke in designated areas
Full-time position requiring evenings, weekends, holidays, and occasional extended schedules based on business needs
Compensation & Benefits
$65,000–$75,000 annually, based on experience
Performance bonus opportunity beginning in year two
Medical, dental, and vision insurance
401(k) with company match
Company-paid life insurance and short-term disability
Company-sponsored long-term disability
Paid time off