Job Description

Job Location: AUSTIN, TX 78704
About Us
At the cornerstone of Ladybird Lake and the Austin Skyline, the internationally recognized best in class Luxury Hotel Group, The Loren Hotel will bring a level of understated luxury and sophistication to Austin.
With its unparalleled views of Lady Bird Lake and the Austin skyline, The Loren invites discerning residents and guests to experience the ultimate in understated luxury and curated Austin culture. Our modern hotel rooms, impeccable service, and exclusive amenities offer the perfect complement to our indoor-outdoor environment, uniquely set within Austin’s most beloved green space.
We are Uncompromising by Nature
We are here for those who question the ordinary. Who shun the mundane, the dull and the blunt. The risk-takers, the tree-shakers, the trail-makers. Those who believe in more, in further, and better. Who won’t settle for second, or for “good enough?” or “nearly there?” Who will get to their feet and not be shaken by doubters. Not afraid to be one of the curious minds. Who will talk of the world with elegance and charm. Knowing of its beauty, its delicate place. Yet embrace those things that bring us on. Art, food, wine, and song. Find us, united by a love for life. Its zest, its zing… its unpredictable turns. Join our commitment, our passion, and flair. Free spirits with soul.
Our Full-time Eligible benefits include:
- Participation in 401(k) with company match of up to 4%*
- Medical with 0 deductible/0 co-pay options/Dental/Vision/FSA/STD/LTD/Life and AD&D/Hospital Indemnity
- Paid PTO
- Paid Holidays
- Paid Maternity/Paternity Leave
- Employee Assistance Program*
- Complimentary Employee Meal*
- Complimentary Bus Passes*
- 50% off Dining in Nido*
- Recognition Programs, Incentives and Celebrations*
*Benefits available to Part time Associates
Job

Summary/Responsibilities
The Service Manager at Nido is a dynamic, guest-facing leader responsible for elevating the dining experience through highly personalized, anticipatory service. This role bridges operational execution with refined hospitality—owning the guest journey from arrival to departure, with a particular focus on VIP engagement, service excellence, and guest retention.
Reporting to the Restaurant General Manager, the Service Manager plays a critical role in shaping service culture, coaching front-of-house teams in real time, and ensuring every guest interaction reflects The Loren’s brand standards.
Essential Responsibilities
- Guest Experience & VIP Relations
- - Act as the primary point of contact for VIPs, repeat guests, and “friends of the house,” ensuring seamless, personalized experiences.
- - Develop and maintain a robust Guest Recognition Program utilizing CRM platforms (OpenTable/Google), capturing preferences, visit history, and behavioral insights.
- - Anticipate guest needs prior to arrival, ensuring table assignments, dietary preferences, and special requests are executed flawlessly.
- Service Leadership & Floor Presence
- - Own and orchestrate the dining room during peak service periods, ensuring precision, pacing, and elevated hospitality standards.
- - Provide real-time coaching and direction to service staff, reinforcing attentiveness, timing, and service flow.
- - Lead by example through polished, confident, and guest-centric floor presence.
- Service Recovery & Guest Satisfaction
- - Handle guest concerns with professionalism, urgency, and emotional intelligence.
- - Turn service challenges into opportunities to build loyalty and trust.
- - Ensure all guest issues are resolved fully, with a focus on long-term retention and relationship building.
- Strategic Guest Retention & Feedback Analysis
- - Monitor and analyze guest feedback across platforms including Google, Yelp, and internal surveys.
- - Identify trends and implement actionable strategies to improve service, consistency, and guest satisfaction.
- - Partner with leadership to drive initiatives that increase repeat visitation and guest loyalty.
- Training & Culture Development
- - Lead daily pre-shift lineups focused on service standards, soft skills, and guest engagement techniques.
- - Train and mentor team members on anticipatory service, body language, and the nuances of luxury hospitality.
- - Foster a culture of accountability, pride, and continuous improvement within the FOH team.
- Administrative & Operational Support
- - Collaborate with management on reservations strategy, seating optimization, and guest flow.
- - Support service standards across Nido restaurant, lounge, patio, and rooftop pool as needed.
- - Ensure adherence to brand standards, service protocols, and operational procedures.
- - Assist with inventory counts for service related items
- - Assist with interviewing, scheduling and labor management responsibilities
Supervisory Duties
Direct floor leadership and service oversight of front-of-house team members during assigned shifts.
Core Competencies
Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associates, regardless of role which include:
- Integrity and Respect
- Teamwork and Relationships
- Job Excellence
- Communication
- Cooperation
- Dependability
- Initiative
- Job Knowledge
- Judgement
- Planning & Organization
- Problem Solving
- Quality

Qualifications

Qualifications
Education/Formal Training
- High school or equivalent education, preferably a minimum of 2 or more years of secondary education
- TABC Certification
- Food Handler Certification
Experience
- 3–5 years of progressive leadership experience in a luxury, fine-dining, or high-volume hospitality environment preferred
- Prior experience in a guest-facing leadership role with VIP or high-profile clientele strongly preferred
Knowledge/Skills
- Availability to work nights, weekends and holidays
- Ability to take ownership of issues
- Ability to embody and impart the Loren’s unique culture to all associates
- Maintain a professional attitude and appearance
- Must have basic knowledge of customer service principles, the food server function and restaurant and kitchen operations.
- Must be able to communicate effectively with guests, servers and kitchen staff.
- Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
- Proficiency with reservation platform (OpenTable), including guest tagging and CRM utilization.
- Strong understanding of luxury service standards and fine-dining operations.
- Exceptional interpersonal and communication skills, with high emotional intelligence.
- Ability to remain composed and decisive in high-pressure environments.
- Strong observational skills with the ability to anticipate guest needs and service gaps.
- Working knowledge of POS systems and restaurant operations.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Lifting, pushing, pulling and carrying up to 50lbs to include serving trays, carts, tables, chairs, and small equipment up to 75% of the time.
- Balancing, stooping kneeling, crouching, crawling, reaching handling, fingering throughout the shift.
- Mobility - full range of mobility and the ability to travel up to 300 feet on a regular basis throughout the shift.
- Continuous standing - during preparation, during service hours or during expediting.
- Must have vision ability to clearly see detailed guest checks, computer print outs, written instructions and to observe entire restaurant in dimly lit conditions.
- Must have manual coordination to punch buttons, grasp items in hand, and to balance and carry trays loaded with food and beverages.
Environment
Inside 95% of work day. Temperatures can exceed 100 degrees if working at location with outside dining facilities and when assisting in kitchen.