Job Description

RESTAURANT SERVICE MANAGER - HERO

About us

At Hero we believe in healthy competition, the freedom of choice, ice cold beer after a hard days work, and that hanging with friends is life! Located next to the American Airlines Center in Victory Park, Hero is a modern sports bar and restaurant with a vintage flair where you can eat like an athlete and a fan alike. With more than 24,000 sq. ft. of space, six full service bars, a 24-ft. HD screen, arcade games, and a fully private upstairs lounge, Hero has room for it all!

We’re looking for high-energy individuals who thrive in fast-paced environments and want to grow with a company that puts its team and guests at the heart of everything. Our restaurants are built on strong teams, vibrant service, and real connections.

Expectations:

People

• Build and maintain a strong, stable team through intentional staffing, rankings, and one-on-ones.
• Develop team members through individualized growth plans and ongoing coaching.
• Lead quarterly trainer meetings to align on standards and guest-focused behaviors.
• Ensure all staff are fully trained and supported using 1Huddle and clear communication in 7Shifts.

Product

• Uphold product and service quality through disciplined staffing pars and schedule planning.
• Protect timing, pacing, section flow, and order accuracy to deliver a consistent guest experience.
• Lead continued training on menu knowledge, allergy protocols, and storytelling that elevates the guest connection.
• Complete the Captain’s Checklist daily to ensure readiness, consistency, and operational clarity.

Performance

• Meet weekly with GMs to review guest feedback, identify service trends, and target improvements.
• Make labor and staffing decisions that balance efficiency with a guest-first approach.
• Post clear daily notes outlining shift takeaways, priorities, and next steps that drive performance.
• Communicate operational changes proactively to protect execution, accuracy, and profitability.

Other Essential Job Requirements

• Must be able to stand and walk for extended periods, often the majority of a shift.
• Frequently required to lift and carry up to 25–30 lbs (e.g., cases of product, small equipment).
• Occasionally required to lift and carry up to 50 lbs with assistance.
• Comfortable bending, reaching, and working in fast-paced, high-energy environments.
• Ability to move quickly and safely through crowded spaces and in close proximity to hot surfaces, sharp objects, and cleaning chemicals.
• Must be able to work in both indoor and outdoor environments, sometimes in varying temperatures.
• Maintain visual and auditory awareness to ensure safety, quality, and service standards are met at all times.
• Occasionally required to lift up to 150 lbs with the help of equipment like a dolly.
• Occasionally required to speak in front of large groups, including team members and guests.
• May be required to work days, nights, weekends, and holidays, and adjust to occasional schedule changes based on business needs.

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