Herons PM Sommelier and Service Manager

Herons PM Sommelier and Service Manager

THE UMSTEAD HOTEL & SPA - 3.2

Cary, NC Job Details Full-time $65,000 a year 15 hours ago Qualifications Procedural guides Workflow management (operations management method) Managing hospitality teams Improving operational efficiency Team development Policy & process development Decision making Mentoring Recruiting Developing new training programs Hotel customer satisfaction operations Employee engagement POS systems Team motivation (leadership skill) Hotel safety procedures Staffing management Cross-functional communication Food service management Performance evaluation Full Job Description The Herons PM Sommelier and Service Manager is a management-level position responsible for the overall leadership, administration, and operational excellence of Herons' PM dining service. This role exercises independent judgment and discretion in managing associates, guest experience, service standards, and operational workflows. The Herons PM Sommelier and Service Manager leads by example, ensuring alignment with hotel core values, Forbes Five-Star service standards, and Michelin-quality dining expectations.

Job Requirements:

Management & Administrative Leadership (Primary Duty): Recruit, interview, select, onboard, and train PM Herons hosts. Develop, implement, and oversee ongoing training programs to enhance service knowledge, product expertise, and service standards for all Herons PM Front of House associates. Exercise independent judgment in Herons PM Hosts scheduling, staffing levels, and floor coverage to meet business needs. Oversee and manage private dining room bookings, including approval of reservations, deposits, and event execution to ensure guest satisfaction. Maintain responsibility for menu accuracy, updates, printing, and coordination of POS changes in conjunction with the PM General Manager Manager. Establish, document, and improve operational procedures, service standards, and best practices. Evaluate associate performance, provide coaching, issue corrective action documentation when necessary, and make recommendations regarding advancement or discipline of Herons PM Front of House associates.

Associate Engagement & Performance Management:

Lead initiatives to maintain high associate satisfaction through effective leadership, communication, and accountability. Foster a respectful, professional workplace culture aligned with hotel standards. Ensure all new associates receive proper conduct, service, and product education. Continuously assess training effectiveness and implement improvements. Hold associates accountable for service standards using proper documentation and corrective measures.

Guest Experience Oversight:

Oversee guest interactions to ensure consistent delivery of a luxury dining experience. Resolve guest concerns using sound judgment and authority to ensure satisfaction and brand loyalty. Direct personalized service strategies for VIP and celebratory occasions. Review guest feedback and implement service improvements accordingly.

Restaurant Operations Management:

Direct and supervise all PM dining room service operations. Coordinate closely with reservations and culinary leadership to ensure optimal guest flow and service pacing. Control dining room operations during service to ensure efficiency, quality, and timeliness. Support wine service and pairing recommendations as part of service leadership, not as a primary service function. Implement creative service enhancements to elevate guest experience and operational performance.

Leadership:

Lead and mentor a high-performing service team committed to Forbes Five-Star and Michelin-quality service. Maintain open and effective communication between front of house, kitchen, reservations, and AM/PM teams. Demonstrate calm, organized leadership in high-pressure or conflict situations. Inspire continuous improvement, professionalism, and excellence. Serve as a role model for leadership behavior across departments. Directly supervises PM dining room associates. Has authority to recommend hiring, promotion, discipline, and termination decisions. Exercises discretion and independent judgment on operational and personnel matters.

SECURITY, HEALTH AND SAFETY

Maintain knowledge of all hotel emergency procedures. Ensure compliance with safety, sanitation, and security standards. Protect hotel assets and report maintenance or safety issues promptly.