Service Manager- Kendall Square

Mission: We are an aspirational and accessible neighborhood restaurant group, offering affordable and approachable food & beverage paired with sincere hospitality. We want to provide a meaningful employee experience that provides for all team members and offers professional growth for those who seek it. We firmly believe in the role of restaurants in strengthening communities and positively impacting the lives of our employees and guests.

Scope & General Purpose:  In partnership with the Assistant General Manager & GM,  lead and manage the service team at Shy Bird. The primary focuses of this role will be in-service leadership, training and development of the service staff, and engaging with guests.  This role will actively contribute to Shy Bird financially and culturally.

In order to thrive in this role you must:

• Responsibly seek to make Shy Bird as busy as possible through building guest relationships, operations, leadership, creativity, and adaptability.
• Recognize that your success directly correlates with the ability to help others succeed and grow.
• Lead and manage with empathy, humility, positivity, and tenacity. 
• Cultivate meaningful, professional relationships built on these principals and the tenets of leadership included below.
• Be willing to make mistakes, learn from them and continually improve.

Schedule: Full Time (Averaging 50 hours per week) Nights and Weekends are required. 

Management Structure:  Reports to General Manager

Team Responsibilities

• Ensure adequate but efficient staffing for Shy Bird for all shifts.  
• Write weekly Shy Bird team schedule for all front of house employees and distribute by 5PM Thursday the week prior
• Interview, hire and onboard new Shy Bird service employees
• Lead in creating and maintaining checklists and tools for sidework, steps of service, and other aspects of FOH operations
• Produce continuing education for front of house employees, reflecting Shy Bird brand, food & beverage programs, service, and hospitality
• Develop opportunities for employees to grow in both guest relations, skill set and position
• Observe HR best practices in all elements of employee interaction related to hiring, training, development and employee exits 

Guest Responsibilities

• Cultivate guest experiences, both in the restaurant and off-premise, that are reflective of Shy Bird values, hospitality and product offerings
• Contribute to digital presence by responding to guest reviews across multiple platforms
• Communicate via email to guests inquiring about all facts of Shy Bird operations from the [email protected] account.
• Support marketing initiatives, both spontaneous and strategic, supporting guest acquisition and sales growth

Business Responsibilities

• Internalize the key performance indicators for Shy Bird financials including Sales, Marginal Costs, Labor Cost, and Operating Expenses
• Work within budgets and forecasts for sales and expenses
• Contribute to achieving monthly EBITDA goals for Shy Bird Kendall Square
• Regularly connect with General Manager on business performance metrics, both weekly and through a monthly P&L review
• Support beverage programs from an operational perspective, including inventory and cost of goods
• Support all Shy Bird revenue channels, including catering, takeout, & delivery

Daily Responsibilities: 

• Create memorable guest experiences
• Cultivate regular guests 
• Update and print menus
• Update all digital platforms to reflect current menu offerings
• Program Toast, Ubereats, etc. accordingly
• Review and adjust OpenTable in alignment with business volume
• Make floor maps, adjust staffing thoughtfully
• Execute private events & catering, in the restaurant space
• Order restaurant wares as needed based on breakage and business volume
• Produce food labels for catering & takeout orders
• Contribute to nightly management log used to continually refine operations and guest experience
• Oversee the cleanliness and organization of the restaurant and storage spaces.
• With the help of the management team, ensure that all restaurant equipment and hardware is functioning, utilize resources to facilitate repairs in a timely manner