Service Director

Description

Department: Operations

FLSA: Salaried - Exempt 

Status: Full-time

Reports to: Director of Operations

Customary Days: Monday - Friday

Customary Hours: 40 hours per week; varies to include evenings, holidays, and extended hours as business requires

Position Summary

The Service Director is responsible for developing, leading, and elevating Blue Plate Catering’s service standards, ensuring consistent execution of the Blue Plate Hospitality approach across all events and service environments.

This role leads the development and execution of the Blue Plate Training Academy, including the creation of training curriculum, service standards, and professional development programs for all positions. The Service Director oversees recruitment, onboarding, training, and ongoing team development while building a strong, reliable, and hospitality-driven workforce.

Working closely with the Director of Operations, this role provides hands-on leadership at events, supports successful event execution, and develops the people, processes, and standards needed to deliver exceptional guest experiences. The Service Director is accountable for building a culture of hospitality, professionalism, teamwork, and continuous improvement across the department.

Essential Functions:

Blue Plate Training Academy & Service Standards

• Develop, launch, and lead the Blue Plate Training Academy, establishing a comprehensive training program for all service positions.
• Develop and maintain training curriculum, course materials, training guides, and resources for all service positions, including leadership roles.
• Establish consistent onboarding, orientation, and role-specific training programs for new and existing team members.
• Develop ongoing education, skills development, and leadership training to support career growth and internal advancement.
• Establish clear service expectations, performance standards, and training benchmarks.
• Develop and implement the Blue Plate approach to hospitality, ensuring all team members understand and consistently deliver exceptional guest service aligned with Blue Plate’s values and standards.
• Evaluate training effectiveness and continuously improve programs based on event feedback, team performance, and business needs.

Recruitment, Onboarding & Workforce Development

• Lead recruitment, hiring, and onboarding for all service positions.
• Partner with Event Operations Manager and Human Resources to maintain a qualified, reliable, and appropriately sized staffing pool of Blue Plate staff.
• Manage relationships with third-party staffing agencies and collaborate with partners to develop a dedicated roster of top-performing third-party team members who meet Blue Plate’s service expectations.
• Coordinate and integrate third-party staff into Blue Plate training programs to ensure they understand and consistently deliver the Blue Plate Hospitality approach and service standards.
• Develop structured onboarding and evaluation pathway to prepare new hires for successful event execution.
• Identify high-potential team members and develop pathways for advancement into lead and supervisory positions.
• Support retention and engagement through consistent communication, coaching, recognition, and development opportunities.
• Establish clear performance expectations and service standards, fostering a culture of accountability, collaboration, professionalism, and continuous improvement.
• Partner with Event Operations Manager on performance management and corrective action as needed.
• Maintain an active presence at key events to lead service teams, reinforce hospitality standards, and ensure successful execution.

Staffing Strategy & Coordination

• Lead a proactive, strategic approach to staffing, booking, and scheduling to ensure the right people are secured at the right time to meet business needs.
• Oversee Event Staffing Coordinators and optimize the use of Nowsta to improve scheduling efficiency, workforce visibility, and staff utilization.
• Establish and maintain scheduling timelines, with events staffed at least two weeks in advance and anchor and large-scale events secured well in advance using Blue Plate’s core team.
• Forecast staffing needs for upcoming weeks and months based on event volume, projected business, and seasonal demand.
• Partner with third-party staffing agencies to secure advance holds on personnel, build reliable staffing pipelines, and ensure coverage for peak periods and large-scale events.
• Monitor staffing levels, fill rates, availability, and reliability to identify gaps early and implement solutions that minimize last-minute staffing challenges.
• Ensure staffing practices balance service quality, workforce reliability, operational efficiency, and responsible labor management.

Requirements

Education and Experience: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum of 5 years’ event service management experience required.
• Prior leadership experience in recruitment, retention, and performance management preferred.

Essential Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Blue Plate is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA):

• Ability to demonstrate strong affinity for Blue Plate’s mission: Our mission is to “care more” for others through food and service experiences that turn our partner’s vision into reality.
• Proven leadership and team building skills.
• Strong understanding of culinary and service integration in event operations.
• Ability to function independently and intuitively in a fast-paced environment.
• Highly organized/strong attention to detail.
• Professional, composed, and effective under pressure.
• Experience managing large pools of event staff and vendor partnerships.
• Excellent communication and presentation skills.

Language Skills

• Proficiency in reading, writing, and speaking English required.
• Bilingual skills preferred.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Blue Plate is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA):

• Frequently required to stand, walk, sit, use hands to feel; reach with hand and arms; and stoop, kneel or crouch. Constant standing throughout the shift is required.
• Regularly required to lift and/or move up to 60 lbs.
• Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Blue Plate is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA):

• May work in extreme heat and cold (non-weather and weather).
• May work in wet conditions (non-weather and weather).
• Noise level is moderate to loud.
• May work near toxic/caustic chemical and with fumes or airborne particles.
• Will work near moving or mechanical parts.

Compensation and Benefits:

Salary Range: $90,000 – $100,000 annually, based on experience and qualifications.

Bonus: This position is eligible for Blue Plate’s annual incentive plan program, awarded based on individual and company performance.

Benefits Overview

At Blue Plate Catering, we live our core value: We Care More. Our comprehensive benefits package reflects our commitment to supporting our team’s well-being and growth. Benefits include medical, dental, and vision insurance, a 401(k)-retirement plan, and paid time off (PTO) with sick leave.

Additional benefits such as commuter benefits, Flexible Spending Accounts (FSA), free meals, and pet insurance options ensure our team feels valued. We also offer an Employee Assistance Program (EAP), and resources to help you thrive in work and life.

DEIA at Blue Plate: At Blue Plate, we are committed to fostering a workplace that celebrates Diversity, Equity, Inclusion, and Accessibility (DEIA). Our core value, "We Care More," guides us in creating an environment where all individuals are respected, valued, and empowered to thrive. We believe in intentional recruitment practices, partnering with community organizations, diverse job boards, and attending job fairs at schools that reflect a variety of backgrounds and experiences. Our hiring and selection processes are designed to be equitable, focusing on skills, potential, and minimizing bias, ensuring opportunities are accessible to everyone. From onboarding to ongoing development, we provide tailored resources, mentorship, and training programs to support our team members and cultivate an inclusive culture. We actively measure and analyze diversity metrics, using these insights to continuously improve and hold ourselves accountable in our DEIA efforts. 

Blue Plate’s mantra, "Happy People Making People Happy," extends to our employees, clients, and partners. By honoring differences and listening thoughtfully, we build meaningful relationships and ensure everyone feels welcome and valued. We welcome candidates from all backgrounds and walks of life to join our team in shaping memorable food and service experiences. Together, we are dedicated to going beyond to make a difference. 

Blue Plate Catering complies with all applicable federal, state, and local laws governing nondiscrimination in employment, including protections related to race, color, religion, sex (including sexual orientation, gender identity, or pregnancy), national origin, age, disability, or genetic information.