Service Manager

Compensation: $45,000 to $55,000 base depending on experience, plus a quality bonus tied to client ratings. Type: W-2 full-time, salaried. Location: Charlotte, NC, covering Mecklenburg, Cabarrus, Union, Gaston and York counties. On the floor at client properties most evenings and weekends.

The role

You own the standard. The Service Manager is the senior floor leader for the Charlotte market: you train every new hire before their first shift, run Captain School, walk events while they are live, coach captains and event leads in real time, and close the loop with the client's banquet or housekeeping director after every function. When a client says our people were the best crew in the building, that is your work.

Charlotte is our next full market, with a commitment to a 100-person W-2 hospitality team by the end of 2027 and a written promotion path for every one of them. The Service Manager is who moves people along that path.

What you own

• Pre-shift training and orientation: attire, service standards, property briefings, the Wilkinson way
• Captain School: run the cohorts, grade the floor work, certify captains and event leads
• Live quality: on site for every large function; coach, correct, and report
• Client feedback: post-event reviews, ratings, and the fixes that follow
• Promotions: who is ready to move up, with evidence

What the right candidate brings

• 3 or more years as a banquet captain, banquet manager, restaurant manager or training manager in a hotel, resort, club or caterer
• You have trained people and can show the results
• Brand-standard fluency: Marriott, Hilton, Hyatt or comparable service standards
• Patient, direct, and respected on a floor
• Reliable transportation; evenings and weekends are the job

What you get

• $45,000 to $55,000 base plus quality bonus, W-2, paid biweekly
• Reports to the Director of Hospitality Operations; a path to Event Operations Manager or market leadership
• Ownership of a program, Captain School, that the whole firm runs on

Who we are

The Wilkinson Firm is a premium hospitality and event staffing employer. Every hire is a W-2 employee, not a contractor. We train before the first shift, run a paid leadership program called Captain School, rewrite resumes, run mock interviews, and promote from inside. Our clients are hotels, conference centers, caterers and venues. We consider qualified applicants with criminal histories.

How to apply

Apply with a resume or a short work history. We respond to every application.