Service Manager

TGI Fridays is a renowned casual dining restaurant chain known for its vibrant atmosphere, great food, and exceptional guest service. Established with a mission to deliver an incredible guest experience, TGI Fridays has grown to become a favorite dining destination for many. The restaurant emphasizes delivering quality food and unforgettable moments through its team members who are dedicated to the company’s core values captured in its Credo and Guiding Principles. The location at 7655 Arundel Mills Blvd, Hanover, MD, represents one of the brand’s strategic properties, where excellence in service and operations is paramount. TGI Fridays is committed to fostering a welcoming and inclusive environment for both guests and employees alike, ensuring that every dining experience meets the highest standards of hospitality.

As a Service Manager at TGI Fridays Hanover-Arundel, your role involves assisting in leading the restaurant managers and team members to deliver exceptional guest experiences that translate into increased guest counts, sales, and measure of performance (MOP) growth. This role is crucial in aligning all operational decisions and actions with the company’s Credo and Guiding Principles while maintaining full adherence to TGI Fridays brand standards. The Service Manager is tasked with managing day-to-day operations, supporting and supervising a team of 36 managers and all front-of-house (FOH) and back-of-house (BOH) hourly team members. This includes oversight of all profit and loss centers to ensure financial objectives are met. Key responsibilities also encompass identifying opportunities to boost sales, traffic, and customer return visits, managing staffing needs, and developing talented team members to fill future leadership roles.

The Service Manager acts as a pivotal figure in creating and sustaining a safe, clean, and discrimination-free environment that aligns with all legal and company standards. They also handle guest service complaints promptly and effectively, personally engaging dissatisfied guests to encourage their return. Accurate and timely completion of financial, personnel, and payroll administrative tasks is another vital part of this position to comply with company policies and regulations.

In addition, the Service Manager plays a significant role in decision-making and influencing key team matters such as hiring, terminations, wage increases, and employee relations issues. Collaboration with Human Resources, Employee Relations, Guest Relations, and the Director of Operations is essential for managing these areas. Success in this role is measured by guest satisfaction, revenue growth, cost control, staffing stability, and team member development and promotions. This position demands a strong understanding of restaurant financials, leadership skills, people development, and a passion for creating memorable guest experiences. The ideal candidate should possess at least a 2-year restaurant management experience, preferably holding a 4-year college degree, and be proficient in POS and back office systems required for thorough management functions.