Hook + Line – Service Manager

Offering panoramic views of the Boston Harbor and skyline, Hook + Line is a seafood centric, champagne drenched gathering place in the Seaport. Hook + Line is high octane and high energy, with an all-day marketplace, expansive restaurant and menu driven by fresh catch, vendor partnerships and high-end whimsy reflected through food.

Scope & General Purpose: As a Service Manager, you will guide and shape the service, operations, and overall guest experience at Hook + Line. The primary focuses of this role are team leadership with all FOH team members, team training, guest relations, and beverage education. Hook + Line managers work collaboratively to drive daily sales and operations and activate the neighborhood community.

Service Managers are committed to the following job components, designed to create a meaningful, growth-oriented position:

  • Recognize that hook + Line success is centered around working with all team members, with varying skill sets and experience levels
  • Cultivate meaningful relationships with the management team, staff, and Hook + Line guests that express a commitment to Hook + Line’s identity, growth, and guest experience
  • Be a business-oriented leader, understanding that smart decision-making around training, purchasing, and scheduling impacts all elements of restaurant operations
  • Exude passion for hospitality, restaurant operations, and Hook + Line as an identity

Schedule: Full-time varying schedule across Hook + Line’s business hours

Management Structure: Reports to the General Manager, AGM, and Owner, Tom Schlesinger- Guidelli

Core Management Responsibilities:

  • Demonstrate positivity, enthusiasm, and energy for hospitality, through time with guests and staff
  • Seek to make the restaurant as busy as possible, maximizing restaurant layout, reservation structure and overall calendar
  • Display commitment to volume-oriented service with precise execution
  • Develop initiatives to continually create repeat guests, as well as recover negative guest experiences
  • Support all aspects of FOH operations including assisting with correct setup and breakdown before/after service, cleanliness and care of the restaurant, equipment, fixtures, and furniture
  • Fulfill both restaurant opening and closing shifts as a Manager
  • Utilize Management Log to communicate daily aspects of operations to full management team
  • Respond efficiently and accurately to guest feedback, both positive and negative
  • Understand and best represent the Hook + Line concept and brand, including culinary, beverage, and signature hospitality
  • Consistently review operations to identify areas of growth & opportunities for improvement
  • Follow all established food safety, alcohol service, health code, and cleanliness practices
  • Participate in the private event program, overseeing the execution of events, both large and small
  • Take on ordering/inventory needs for the restaurant, which could be paper goods, plateware and/or beverage products
  • Other responsibilities as assigned

Service Manager Responsibilities:

  • After an employee completes their Day 1 Onboarding, coordinate and schedule training
  • Provide all relevant training materials to the new hire and outline training goals for each shift
  • Coach existing staff/trainers to effectively train new employees, using Hook + Line training materials
  • Assess new employees post-training to understand if training is complete and/or if more education and support is needed
  • Identify new trainers and evaluate their ability to train using an assessment process
  • Produce continuing education for all staff during briefings and other educational opportunities
  • Follow all HR best practices connected to hiring, training, development, discipline, & termination
  • Write weekly staff schedules as needed that match the volume needs of the restaurant and improve service operations, based on staff availability and trying to accommodate time-off/schedule requests
  • Identify strong staff members who can be further developed and coordinate additional development

Job Requirements:

  • Minimum 2 years’ experience working in hospitality
  • Ability to work well under pressure in a fast-paced, ever-changing work environment
  • Excellent verbal and written communication skills
  • Highly organized with strong attention to detail
  • High integrity and professionalism
  • A positive, joyful, upbeat, and energetic attitude – leading by example

Growth Trajectory:

  • This position is being created with an ambitious growth path to General Manager and/or further operational growth

Hook + Line is an equal opportunity employer. All employment decisions are made without regard to race, color, age, sex, religion, gender, transgender status, gender identity or expression, national origin, disability, genetic information, or other protected characteristic as outlined by federal, state, or local laws.

Employment Type(s): Full-time

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How to apply

Email: sarah@alcoveboston.com

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