Service Team Lead

Role Overview

You will step into a hands-on leadership position within a hospitality operation, where your main focus is making sure every guest interaction feels polished, efficient, and consistent. Day to day, you will be on the floor guiding the service team, checking that procedures match both brand expectations and certified quality standards, and stepping in to resolve issues before they affect the guest experience. Your ability to translate ISO-based requirements into practical routines will help the organization protect its reputation, pass audits with confidence, and keep service quality predictable even during high-pressure shifts.

Key Responsibilities

• Lead and supervise the food and beverage service team during scheduled shifts, assigning stations, monitoring pacing, and ensuring coverage across all service areas.
• Implement and reinforce service procedures that align with ISO standards, including documentation, portion control, hygiene protocols, and customer complaint handling.
• Conduct pre-service briefings and ongoing training sessions so every team member understands expected service sequences, product knowledge, and compliance duties.
• Inspect service areas before, during, and after operations to verify cleanliness, setup accuracy, and adherence to food safety and quality specifications.
• Liaise with the kitchen and support departments to coordinate timing, manage special requests, and maintain smooth service flow from order placement to table delivery.
• Monitor guest feedback in real time, address concerns promptly, and document recurring issues to support corrective action plans.
• Support internal and external audits by maintaining accurate records, demonstrating process consistency, and coaching staff on ISO-related questioning and inspections.
• Assist with scheduling, inventory checks, and equipment maintenance to minimize disruptions and sustain operational readiness.

Requirements & Qualifications

• A minimum of four years of professional experience in the hospitality industry, with recent experience in the same supervisory or management capacity.
• Demonstrated, practical knowledge of food and beverage service, including table service techniques, beverage presentation, menu knowledge, and guest interaction standards.
• Working familiarity with ISO standards and how they apply to hospitality or service operations, such as quality management principles, food safety systems, or service process documentation.
• Strong leadership and coaching skills, with the ability to maintain discipline and morale in a fast-paced guest-facing environment.
• Excellent communication skills, both for guiding staff clearly and for representing the establishment when interacting with guests.
• Organizational attention to detail, especially regarding compliance records, service checklists, and audit preparation.