Service Director

Overview

The Service Director oversees the guest‑facing service experience across all Food & Beverage outlets at The Charleston Place. This role ensures Forbes 5‑Star standards are consistently executed, elevates service culture, and supports outlet leaders with hands‑on floor presence, coaching, and service innovation. The Service Director is responsible for driving operational consistency, strengthening wine and beverage excellence, enhancing sequence‑of‑service execution, and elevating colleagues’ capabilities to deliver extraordinary hospitality throughout the resort.

• Guest Experience & Service Standards
  • Ensures all outlets execute Forbes 5‑Star service standards with consistency and excellence.
  • Monitors and refines sequence‑of‑service execution to ensure clarity, pace, elegance, and guest personalization.
  • Conducts daily floor presence across venues to support leaders during peak periods and ensure consistent service delivery.
  • Serves as the on‑floor service expert, modeling elevated performance, guest engagement standards, and signature touches.
• Leadership, Training & Coaching
  • Coaches colleagues in real time on service technique, guest engagement, wine knowledge, and problem‑solving.
  • Partners with outlet leaders to reinforce service expectations, training plans, and performance improvement strategies.
  • Identifies training gaps and collaborates with F&B leadership to design and implement ongoing service curriculum.
  • Builds accountability by reinforcing expectations, celebrating excellence, and guiding colleagues through constructive feedback.
• Wine & Beverage Excellence
  • Supports the Sommelier and beverage leaders in elevating wine knowledge and beverage service execution across outlets.
  • Reinforces standards for wine service, bottle presentation, pairing education, and upselling in alignment with outlet concepts.
  • Ensures colleagues have the tools, training, and confidence to execute beverage service at a luxury level.
• Operational Consistency & Innovation
  • Identifies opportunities to elevate service flow, guest touchpoints, and operational efficiency across all outlets.
  • Leads the creation, refinement, and adoption of service SOPs, ensuring alignment with outlet needs and brand expectations.
  • Supports leaders with the rollout of new service initiatives, ensuring clarity, communication, and consistent execution.
  • Encourages elevated, forward‑thinking service enhancements that anticipate guest needs and reflect luxury hospitality trends.
• Cross‑Department Collaboration
  • Partners closely with Culinary, Sommelier, Rooms, Events, and other operational leaders to align service standards and guest experience strategy.
  • Ensures seamless communication during handoffs, high‑volume periods, and hotel‑wide experiences.
  • Supports coordination of elevated events, activations, and special dining programming requiring enhanced service leadership.
• Guest Relations & Service Recovery
  • Maintains presence in outlets to observe guest feedback, coach real‑time adjustments, and guide colleagues through service recovery.
  • Supports outlet leaders in resolving guest concerns with grace, professionalism, and alignment with Forbes standards.
  • Identifies service trends and collaborates with leadership on long‑term corrective strategies.
• Quality Assurance & Standards Compliance
  • Conducts regular service audits, table‑touch observations, and sequence checks to ensure standards adherence.
  • Partners with stewardship, training, and culinary teams to uphold cleanliness, readiness, and outlet presentation.
  • Ensures all service tools, equipment, and spaces reflect the luxury positioning of The Charleston Place.

• Demonstrated ability to coach, mentor, and develop service teams in a luxury hospitality environment.
• Deep knowledge of Forbes 5‑Star standards and luxury service philosophy.
• Strong wine and beverage understanding, with the ability to coach colleagues confidently.
• Excellent interpersonal communication, with the ability to adapt style to audience and situation.
• Strong organizational skills and attention to detail, particularly in sequence‑of‑service execution and SOP management.
• Ability to build trust and strong partnerships with…