Guest Service Manager

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 88 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Giffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

The Guest Service Manager of Food and Beverage oversees the daily operations of the Williamsburg Lodge dining room and lounge areas. This position provides leadership to set an example of service and quality for the Lodge dining staff. Assisting with new hires, training plans, counseling, and employee evaluations to build a skilled and motivated team that consistently provides outstanding guest service. Collaborates with the Culinary Team to ensure efficient operations and consistent management in all Williamsburg food and beverage outlets.

Responsibilities include but are not limited to:  

• Oversee the daily operations of the dining room and lounge.
• Ensures compliance by all team members to Company policies and procedures, local and state regulations. Maintains company logs based on established policies and procedures. Ensure compliance with federal and state regulations for safety, sanitation, financial transactions and internal equipment and inventory controls.
• Monitor and control payroll and labor costs.
• Enhance revenue opportunities.
• Enhance and maintain the quality of guest service in the dining room and lounge. Through training of staff to meet standards, adjusting based on feedback, optimizing operations, etc.
• Manage employee performance to meet established standards.
• Monitoring equipment needs, menu abstracts, job descriptions, reviewing and editing daily time entries, reviewing overtime reports, and adjusting staff hours as needed. Controlling costs, guest responses and monitoring other supply levels, count inventory and purchase orders as necessary to ensure efficient operations, in consideration of budget.
• Facilitates daily lineups, weekly, and monthly meetings with supervisors, and hourly staff to ensure all employees are aware of goals, objectives, and activities within the department. Ensures staff are familiar with and can describe daily specials as well as regular menu items in detail set forth in training manuals. Conducts compliance trainings, i.e., alcohol awareness, tip reporting, and food handlers.
• Facilitates the execution of service standards that consistently exceed guest expectations by administering a training plan, implementation of plan and daily activities associated with the plan. Implements the production of new restaurant menu and the training of staff.
• Manages day-to-day leadership and development, completed shift assignments. Develops/adjusts weekly work schedules based on forecasted business needs.

This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

• Bachelor’s degree in Restaurant Management or Business Management and 2 years of supervisory experience in fine dining operations. OR
• 2-year degree in restaurant management and 3-5 years of progressively responsible experience including 2 years of supervision in fine dining operations. OR
• High school diploma or GED, PLUS 4-6 years progressively responsible experience including 3 years supervision in fine dining operations.
• Must be at least 21 years of age due to Virginia A.B.C. code § 4.1-307
• Working knowledge of food, beverage, service, and payroll cost control methods
• Strong knowledge of wine and liquor and bartending experience
• Ability to: Communicate well both orally and in writing
• Exercise high levels of tact and discretion
• Demonstrate extreme courtesy and hospitality in stressful situations
• Work flexible shifts that include nights, weekends and holidays

NOTE: In accordance with Virginia A.B.C. § 4.1-225 Colonial Williamsburg prohibits employment of anyone in an alcohol serving position who has been convicted of a felony, any crime involving moral turpitude (lying, cheating, or stealing), or a drug-related offense within the past five years.

• ServeSafe Certification or alike
• Knowledge of Kronos Systems
• Suitable Experience in Customer Service
• POS System and Cash Handling experience
• Food and Beverage Knowledge
• Ability to lead a team.

Compensation Disclaimer: The compensation listed below for this position represents the anticipated hiring range and is provided in accordance with Virginia pay transparency requirements. Actual compensation will be determined based on factors such as the selected candidate’s skills, qualifications, experience, education, certifications, internal equity, and the specific requirements of the role. 

Range: $47,300 - $70,900/year