Manager of Service Training & Standards

Position Overview
The Manager of Service Training & Standards is a hands-on leader responsible for developing, training, and coaching The JDK Group’s front-of-house team. This role builds and implements scalable training systems, sets clear service standards, and works directly onsite at events to lead by example, observe team performance, and ensure a consistent, high-level guest experience. This person is passionate about food, beverage, and hospitality, and finds energy in cultivating service teams that genuinely care about the guest experience. They thrive in fast-paced environments, enjoy building systems that support real people, and bring a fresh perspective to training and culture. The right candidate is not just a trainer. They are a coach, problem solver, and collaborator who is excited to shape how hospitality lives in a modern, growing organization.

Key Responsibilities

Training and Development

• Design and deliver in-house and onsite training programs for Event Managers, servers, and bartenders
• Create and maintain service SOPs, onboarding tools, certifications, and evaluation systems
• Guide new team members through onboarding and continued growth
• Provide clear, actionable coaching and performance feedback
• Identify and develop future team leaders through mentorship and ongoing support

Event Presence and Team Oversight

• Serve as a Service Lead or Event Manager for select high-profile events
• Observe staff performance and provide real-time coaching and support
• Conduct regular site visits to ensure execution is aligned with JDK service standards
• Coordinate with Scheduling, Culinary, Operations, and Sales teams to support cross-training
• Support service quality, morale, and professionalism in the field

Service Standards and Accountability

• Own and evolve front-of-house service standards across all event types and venues
• Track and manage compliance for required certifications such as ServSafe, RAMP, and TIPS
• Provide coaching, documentation, and performance support in collaboration with HR
• Help implement accountability systems that promote consistency and professionalism

Technology and Operational Tools

• Train staff on digital platforms, including scheduling software, shared drives, and internal checklists
• Support technology adoption and basic computer literacy across the service team
• Collaborate with leadership to improve training and staffing workflows using available systems
• Maintain accurate documentation and track team progress using shared tools
• Support staffing and hiring initiatives by helping maintain accurate visibility into team training, certifications, service readiness, and role eligibility, and by identifying and scheduling candidates for growth and development within the system

Team Culture and Engagement

• Promote a culture of hospitality, trust, and excellence aligned with JDK’s Core Values and Guiding Principles
• Support employee appreciation events, team recognition, and ongoing communication
• Foster a positive and professional work environment across all roles and departments

Qualifications

• Three or more years of hospitality or event leadership experience, preferably in catering or events
• Proven ability to train and coach front-of-house teams at scale
• Experience creating or managing training programs, SOPs, or service documentation
• Strong communicator and confident leader in live event settings
• Technically comfortable and able to train others in scheduling software, Google Workspace, and shared platforms
• Able to work independently while collaborating across departments
• Valid driver’s license and reliable transportation required for regular travel to venues and event sites

Physical and Travel Requirements

• Ability to stand for long periods and lift up to 35 pounds
• Comfort working in varied environments, including outdoor, tented, and private home settings
• Willingness to travel to off-site events and work evenings and weekends as needed

What Success Looks Like

• Team members are trained, confident, and delivering consistent, elevated service
• Training systems are documented, scalable, and actively used
• Event execution reflects strong service leadership and guest satisfaction
• Staffing decisions are supported by clear visibility into team readiness and development
• Service culture is energized, accountable, and positioned for growth
• JDK’s hospitality standard is reflected in every event, every shift, and every team interaction