About Still Austin Whiskey Co

Still Austin is the first true grain-to-glass distillery to open in Austin since the end of Prohibition and one of the fastest-growing craft whiskey brands in the United States. As we expand into the Still Austin Quarter (SAQ)—a hospitality-forward campus featuring a restaurant, lounge, café, welcome center, and event spaces—we are building a leadership team that sets the standard for service, people leadership, and guest experience. Hospitality at Still Austin is rooted in craft, care, and community. 

POSITION SUMMARY 

The Service Manager is a frontline hospitality leader responsible for driving exceptional guest experiences while leading, developing, and retaining high-performing service teams. This role blends operational excellence with people leadership, ensuring that service standards, compliance, and culture are consistently upheld across all shifts. 

The Service Manager plays a critical role in employee engagement, coaching, accountability, and performance management, serving as a culture carrier and problem-solver in a fast-paced, guest-facing environment. 

SUCCESS PROFILE 

To be successful in this role, the Service Manager will: 

• Lead and develop engaged service teams, fostering accountability, growth, and retention. 
• Model and reinforce Still Austin’s hospitality standards, values, and brand voice. 
• Create a safe, compliant, and respectful workplace through proactive leadership and clear expectations. 
• Address performance and conduct issues promptly and professionally, using coaching and corrective action as appropriate. 
• Balance guest experience, team needs, and business priorities during daily operations. 
• Operate with ownership and composure, especially during high-volume or high-pressure moments. 

ESSENTIAL DUTIES & JOB RESPONSIBILITIES 

Guest Experience & Brand Representation 

• Promote brand loyalty by curating genuine, memorable hospitality experiences for every guest. 
• Exhibit strong brand, product, and distillery knowledge, ensuring accurate storytelling and guest education. 
• Effectively navigate service recovery opportunities with professionalism, empathy, and ownership. 
• Ensure the integrity, cleanliness, and presentation of all guest-facing spaces, equipment, and service areas. 

People Leadership & Employee Relations 

• Lead, motivate, coach, and evaluate team member performance through regular feedback and ongoing development. 
• Support hiring, onboarding, training, and continuing education for all service team members. 
• Increase team member retention by creating a supportive, accountable, and inclusive work environment. 
• Address employee relations matters, including performance concerns, attendance issues, and behavioral expectations, in partnership with HR and management. 
• Administer progressive discipline consistently and in alignment with company policies and employment laws. 
• Serve as a visible, approachable leader on the floor, setting the tone for professionalism and teamwork. 

Operational Oversight & Compliance 

• Provide informed supervision of daily service operations, ensuring smooth execution across all shifts. 
• Create and manage schedules, task assignments, and floor coverage to meet business needs and labor targets. 
• Ensure compliance with all health, safety, labor, and TABC regulations, modeling responsible alcohol service. 
• Coordinate routine repairs and maintenance (R&M) for facility and equipment in partnership with Operations. 
• Facilitate and maintain strong relationships with industry vendors and service partners. 

Inventory, Financials & Reporting 

• Track, manage, and maintain accurate inventory levels for supplies, equipment, and service needs. 
• Monitor COGS, labor, and operational expenses, supporting budgeting and financial reporting efforts. 
• Identify opportunities to improve efficiency, reduce waste, and optimize service operations. 

Communication & Collaboration 

• Communicate clearly, positively, and consistently with team members, peers, and leadership. 
• Collaborate cross-functionally with Beverage, Events, Culinary, and Operations teams to ensure alignment. 
• Act as a conduit between leadership and frontline staff, reinforcing expectations and sharing feedback. 

QUALIFICATIONS 

Required Qualifications 

• Proven experience in hospitality leadership or service management. 
• Strong people-management skills, including coaching, performance management, and conflict resolution. 
• Solid understanding of hospitality operations, service standards, and guest experience delivery. 
• Demonstrated ability to lead teams in a fast-paced, high-volume environment. 
• Strong organizational, communication, and problem-solving skills. 
• Availability to work evenings, weekends, late nights, and some holidays. 

Certifications 

• Current TABC Certification required. 
• Current Texas Food Handler’s Certification required. 

Preferred Qualifications 

• Experience leading teams through growth, change, or new concept openings. 

• Familiarity with budgeting, COGS management, and financial reporting. 
• Experience working in craft beverage, restaurant, or experiential hospitality environments. 

PHYSICAL REQUIREMENTS 

This role requires the ability to: 

• Stand and walk for extended periods during service. 
• Lift and carry supplies and equipment (up to 40 lbs). 
• Navigate a fast-paced environment with frequent movement, noise, and guest interaction. 
• Perform repetitive motions, including bending, reaching, and standing for long durations.