Beverage & Service Manager

Position Summary

Beverage & Wine Program Management (25%)

• Curate and maintain an up-to-date wine and beverage list, set pricing for bottles and by-the-glass options, and source unique, high-quality selections.

• Manage beverage inventory, place timely orders to replenish stock, and ensure proper storage and organization for accurate retrieval.

• Build and maintain strong relationships with suppliers and winery representatives; sample and select products for inclusion on the beverage list.

• Recommend wine and beverage pairings to guests, discuss selections, and ensure quality assurance through proper tasting and service.

• Oversee compliance with all alcohol service laws and maintain current ServSafe Alcohol certification for self and team.

• Train and mentor service staff on beverage knowledge, service techniques, and responsible alcohol service.

• Monitor beverage sales performance and implement strategies to maximize profitability and guest satisfaction.

• Ensure all beverage areas meet standards for cleanliness, safety, and presentation.

Financial & Operational Management (15%)

• Work within approved budgets, implement cost-saving initiatives, and analyze profit and loss statements to achieve company financial goals.

• Monitor market trends and competition to inform business decisions and identify new opportunities or threats.

• Control costs by managing expenses, monitoring inventory and sales mix, and minimizing waste to maximize profitability.

• Track and report on key financial and operational metrics, ensuring compliance with company standards and legal requirements.

• Collaborate with team members to optimize resource allocation and support overall operational efficiency.

Customer Service & Guest Relations (40%)

• Engage with guests to create memorable experiences, actively listen to feedback, and resolve complaints promptly and professionally.

• Empower staff to consistently deliver excellent customer service aligned with company standards.

• Monitor guest satisfaction metrics and lead initiatives for continuous service improvement.

• Manage difficult or emotional guest situations with calmness and a solution-focused approach.

• Foster a welcoming and positive atmosphere that encourages guest loyalty and repeat visits.

• Collaborate with team members to ensure seamless communication and service delivery throughout the guest experience.

Staff Leadership & Development (20%)

• Supervise bartenders, sommeliers, servers, bussers, and food runners to ensure high service standards and achievement of operational and financial goals.

• Train and coach staff on company policies, procedures, and service standards; implement structured onboarding and ongoing training programs.

• Provide regular feedback, conduct performance reviews, and manage disciplinary actions as necessary to support staff development and accountability.

• Create efficient staffing schedules using HotSchedules, monitor timecards to control overtime, and process payroll accurately to prevent discrepancies.

• Assess staffing needs, conduct interviews in compliance with employment laws, and coordinate with HR and the General Manager to fill open positions.

Position Details

Beverage & Wine Program Management (25%)

Tasks: Involves curating, pricing, and maintaining a dynamic beverage and wine selection that complements the restaurant’s concept and guest preferences. This includes inventory control, supplier relations, staff training, and ensuring compliance with alcohol service laws. The goal is to maximize profitability, enhance guest satisfaction, and support the restaurant’s brand identity through a well-executed beverage program.

Skills/Expertise Required:

• Wine and Beverage Knowledge

• Inventory Management

• Negotiation and communication in English, French and Spanish

• Inventory and Cost Control

• Pricing and Menu Engineering

• Problem-Solving

• Staff Training

• Guest Service

• Analytical Skills

Importance: These skills are essential because a well-managed beverage and wine program drives incremental revenue and profitability through strategic selection, pricing, and inventory control. Enhances the guest experience, supporting brand reputation and customer loyalty. Ensures legal compliance, reducing risk and maintaining operational integrity. Differentiates Mr Hospitality in a competitive market by offering unique, high-quality beverage options and elevated beverage service.

Key Accountabilities — Exact Tasks — KPI

Curate & Maintain Beverage List

Task: Regularly update and price the wine and beverage list, sourcing unique, high-quality options.

KPI:

• Wine list updated quarterly

• % of new selections each quarter 10%

• Beverage sales growth 10% YoY

Inventory & Procurement

Task: Track inventory, place timely orders, and ensure proper storage and retrieval.

KPI:

• Inventory turnover rate 8x/year

• Stockouts < 2/month

• Beverage cost % 20–30%

Supplier Relations

Task: Build and maintain relationships with suppliers, sample products, and negotiate terms.

KPI:

• Supplier satisfaction score 90%

• % of negotiated discounts or incentives 5%

• On-time deliveries 98%

Beverage Service & Guest Experience

Task: Recommend pairings, ensure quality assurance, and oversee staff in delivering exceptional beverage service.

KPI:

• Guest satisfaction with beverage service 90%

• Beverage-specific upsell rate 15%

• Positive guest feedback mentions

Alcohol Awareness & Compliance

Task: Maintain ServSafe Alcohol certification and ensure compliance with all alcohol service laws.

KPI:

• 100% staff certification

• Zero alcohol service violations

• Compliance audit score 95%

Staff Training & Development

Task: Train staff on beverage knowledge, service techniques, and responsible alcohol service.

KPI:

• % of staff trained quarterly 95%

• Training satisfaction score 85%

• Reduced service errors

Sales & Profitability Monitoring

Task: Track beverage sales, analyze performance, and implement strategies to maximize profitability.

KPI:

• Beverage revenue as % of total sales 25%

• Gross margin per beverage 70%

• Menu item profitability analysis conducted quarterly

Cleanliness & Presentation

Task: Ensure all beverage areas meet standards for cleanliness, safety, and presentation.

KPI:

• Health inspection score 95%

• Zero beverage area violations

• Positive guest cleanliness feedback

Financial & Operational Management (15%)

Tasks: Involves planning, monitoring, and controlling all financial activities and operational processes to ensure profitability, efficiency, and sustainability in the restaurant. This includes budgeting, cost control, financial reporting, cash flow management and operational process optimization. The goal is to maximize revenue, control expenses, and maintain smooth daily operations, supporting both short- and long-term business objectives.

Skills/Expertise Required:

• Financial Reporting & Analysis

• Inventory & Supply Management

• Payroll & Labor Management

• Operational Efficiency

• Cash Flow Management

• Regulatory Compliance

Importance: These skills are essential for Mr Hospitality because they ensure the business remains profitable, competitive, and compliant with regulations. Effective financial and operational management enables the company to control costs, optimize resources, and make data-driven decisions that support growth and stability. Without these competencies, the restaurant risks financial instability, inefficiency, and missed opportunities in a highly competitive industry.

Key Accountabilities — Exact Tasks — KPI

Budget Management

Task: Develop and manage budgets, monitor expenses and revenue, and implement cost-saving measures.

KPI:

• Budget variance 5%

• Monthly financial targets met 90%

Cost Control

Task: Monitor and manage controllable expenses, inventory, and labor costs to maximize profitability.

KPI:

• Food cost % 28–35%

• Labor cost % 30%

• Waste reduction 10% YoY

Cash Flow Management

Task: Track and reconcile daily sales, manage accounts payable/receivable, and ensure sufficient liquidity.

KPI:

• Positive monthly cash flow

• Invoice payment cycle 30 days

Financial Reporting & Compliance

Task: Prepare accurate financial statements and ensure compliance with all regulations and tax laws.

KPI:

• 100% on-time report submission

• Zero compliance discrepancies

Payroll & Labor Management

Task: Oversee payroll processing, approve timesheets, and control overtime and labor costs.

KPI:

• Payroll processed on schedule

• Overtime hours 5% of labor hours

Monitor Cash Flow & Payments

Task: Reconcile daily sales, monitor cash flow, and manage invoices and supplier payments.

KPI:

• Positive monthly cash flow

• Invoice payment cycle 30 days

• Daily sales reconciliation accuracy 99%

Inventory & Supply Management

Task: Optimize inventory levels, prevent shortages, and minimize waste.

KPI:

• Inventory turnover 8x/year

• Stockouts < 2/month

Operational Efficiency

Task: Implement process improvements to streamline operations and reduce inefficiencies.

KPI:

• Operational cost ratio industry average

• Process improvement initiatives completed quarterly

Risk Management

Task: Identify and mitigate financial and operational risks to ensure business continuity.

KPI:

• Zero critical incidents

• Risk assessments conducted bi-annually

Customer Service & Guest Relations (40%)

Tasks: Centers on delivering authentic European-style dining experiences characterized by refined service etiquette, cultural competence, and personalized guest engagement, from the initial greeting to the final farewell. This involves respectful guest interactions that honor traditional European hospitality standards, mastering European dining customs such as formal table settings, discreet yet attentive service, addressing feedback and complaints, empowering staff to uphold service standards, and continuously improving the guest experience. The aim is to maximize guest satisfaction, loyalty, and positive word-of-mouth, which are critical for the reputation and financial success of Mr Hospitality.

Skills/Expertise Required:

• High-level customer service

• Attention to Detail

• Problem-solving

• Active Listening & Empathy

• Time Management

• Product Knowledge

• Technological Proficiency

• Team Leadership

Importance: These skills are essential for Mr Hospitality because exceptional guest service drives repeat business, positive reviews, and brand loyalty. High guest satisfaction directly correlates with increased revenue, stronger reputation, and sustained competitive advantage in the hospitality industry.

Key Accountabilities — Exact Tasks — KPI

Deliver Authentic European-Style Guest Engagement

Task: Greet guests warmly, interact throughout their visit, and create memorable experiences.

KPI:

• Guest Satisfaction Score (CSAT) 90%

• Net Promoter Score (NPS) 50

• Repeat guest rate 30%

Feedback & Complaint Resolution

Task: Respond to guest feedback and resolve complaints promptly and professionally.

KPI:

• First Response Time 5 minutes

• Resolution Time 15 minutes

• Complaint resolution satisfaction 90%

Uphold European Service Standards & Empower Staff

Task: Train and empower staff to deliver excellent, consistent service; monitor and reinforce standards.

KPI:

• Service audit compliance 95%

• Staff service knowledge assessment 90%

• Employee engagement score 85%

Personalize Guest Experience

Task: Greet guests warmly, recognize regulars, and tailor service to individual preferences.

KPI:

• % of returning guests greeted by name 80%

• Personalized service mentions in feedback

Conflict & Emotional Situation Management

Task: Handle difficult or emotional guest situations with composure and a solution-focused approach.

KPI:

• Guest complaint escalation rate < 2%

• Positive conflict resolution feedback 90%

Continuous Improvement

Task: Monitor guest satisfaction metrics and lead initiatives for ongoing service enhancement.

KPI:

• % of feedback actioned 90% monthly

• Improvement in CSAT post-initiative

• Reduction in negative feedback month-over-month

Reputation Management

Task: Monitor and respond to online reviews and social media feedback to maintain a positive brand image.

KPI:

• Online review rating 4.5/5

• Response rate to reviews 95%

• Reduction in negative reviews

Product Knowledge & Upselling

Task: Provide informed recommendations and upsell menu/beverage items to enhance guest experience.

KPI:

• Upsell conversion rate 15%

• Guest feedback on recommendations 90% positive

Ensure Attention to Detail in European Dining Etiquette

Task: Ensure all aspects of the guest experience meet or exceed expectations, from cleanliness to service speed.

KPI:

• Order accuracy rate 98%

• Service delivery time industry standard

• Positive cleanliness feedback 95%

Staff Leadership & Development (20%)

Tasks: Involves inspiring, guiding, and nurturing a skilled and motivated team to deliver exceptional European-style service. This includes setting clear expectations, recruiting and training staff, providing ongoing coaching and performance feedback, fostering a positive and accountable work culture, and developing future leaders. Strong leadership drives team morale, operational excellence, and ultimately enhances the guest experience.

Skills/Expertise Required:

• Leadership and motivational skills

• Coaching & Mentoring

• Conflict Resolution

• Performance management

• Effective Communication

• Accountability & Delegation

• Professionalism & Role Modeling

Importance: These leadership skills are essential because they directly impact employee engagement, retention, and performance, which are critical in the high-turnover hospitality industry. Effective leadership ensures consistent delivery of the refined European-style service that defines Mr Hospitality’s brand, driving guest satisfaction and business success.

Key Accountabilities — Exact Tasks — KPI

Communicate Expectations & Policies

Task: Clearly convey company policies, service standards, and performance expectations to all team members.

KPI:

• 100% staff acknowledgment of policies

• Policy violation incidents < 2/month

Supervise Frontline Staff

Task: Oversee bartenders, sommeliers, servers, bussers, and runners to meet service, operational, and financial goals.

KPI:

• Service quality scores 90%

• Labor cost within budget

• Operational targets met 95%

Recruit, Onboard & Train Staff

Task: Lead recruitment efforts, conduct compliant interviews, and implement structured onboarding and training programs.

KPI:

• Time-to-fill positions 30 days

• Training completion rate 95%

• New hire retention 85% after 6 months

Provide Ongoing Coaching & Feedback

Task: Deliver regular, specific feedback and coaching to support staff development and performance improvement.

KPI:

• 100% scheduled performance reviews completed

• Improvement in KPIs post-feedback

Facilitate Leadership & Skills Training

Task: Organize workshops and training sessions to enhance leadership, service, and operational skills.

KPI:

• 90% staff participation in training

• Positive training feedback 85%

Manage Performance & Discipline

Task: Conduct performance evaluations and apply disciplinary procedures fairly and consistently.

KPI:

• Timely completion of reviews

• Reduction in repeat disciplinary cases

Foster Teamwork & Positive Culture

Task: Promote collaboration, mutual respect, and accountability; lead by example to inspire professionalism.

KPI:

• Employee engagement score 85%

• Team turnover rate < 15% annually

Schedule & Payroll Management

Task: Use scheduling tools (e.g., HotSchedules) to optimize staffing, control overtime, and ensure payroll accuracy.

KPI:

• Overtime 5% of labor hours

• Schedule accuracy 98%

• Payroll error rate < 1%

Develop Future Leaders

Task: Identify and mentor high-potential staff, providing growth opportunities and succession planning.

KPI:

- % of leadership roles filled internally 40%

Necessary Skills and Requirements

Minimum Education/Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).

• Certifications in wine (e.g., Sommelier, WSET, Court of Master Sommeliers).

• The equivalent of 5+ work experience will be considered also.

Beverage & Wine Program Management

Maintaining a diverse, high-quality wine and beverage list that aligns with European service standards.

• Proven experience curating, pricing, and maintaining a dynamic beverage and wine list.

• Deep knowledge of wine varieties, regions, and food pairing principles.

• Demonstrated ability to manage inventory, source products, and build supplier relationships.

Revenue Management/Pricing

Proven experience developing and implementing sales strategies, driving revenue growth, and managing a sales pipeline.

• Proven experience developing and implementing sales strategies, driving revenue growth, and managing a sales pipeline.

• Demonstrated history of achieving measurable revenue growth and meeting or exceeding sales targets in a leadership or management role within luxury hospitality.

Analytical/Data/CRM Skills

Proficiency with a variety of software platforms, including creating and interpreting reports to support business decisions.

• Proficiency in using various CRM and hospitality management systems (such as SevenRooms, Toast, Craftable, Paycor, and Birchstreet).

• Demonstrated ability to create, interpret, and present reports across multiple platforms to inform business decisions.

Operational Expertise

Expertise in food and beverage management, financial oversight, and operational coordination.

• References from previous employers attesting to operational competence, financial responsibility, and leadership.

• Minimum 5 years of hands-on experience managing F&B operations and coordinating daily activities in a luxury hospitality environment.

• Demonstrated track record of financial oversight, including budgeting, cost control, and P&L management.

Team Management

Recruiting, training, mentoring, and leading diverse teams to achieve high standards of service.

• Capacity to work effectively with a diverse workforce, respecting different backgrounds and perspectives, especially important in an international context like Miami.

• Up-to-date understanding of hospitality, best practices, labor regulations, and customer service trends to Hire, Train and Develop the team.

Service Standards & Guest Relations

Specializes in European-style service and caters to clientele expecting this level of sophistication.

• Proven ability delivering European-style service and creating memorable guest experiences.

• Demonstrated fluency in English, French, and Spanish, both spoken and written, with the ability to adapt communication style to diverse audiences and cultural contexts.

Company Core Values

• Trust

• Respect

• Integrity

• Intelligence

• Fun

• Excellence

Multicultural Team Leadership

Leading a bilingual team, leveraging fluency in French, Spanish and English to bridge communication between headquarters and staff.

• Proven experience managing and motivating teams composed of diverse nationalities and cultural backgrounds, ideally in an international or multicultural hospitality environment.

• Skills in mediating and resolving misunderstandings or conflicts that may arise from cultural or language differences, promoting a harmonious and inclusive workplace.