Service Director

Company Overview
The Wool Factory
The Wool Factory is a historic textile mill that was first built over 200 years ago. Currently operating as an event venue, The Workshop (coffee, wine, pastries), Broadcloth (our high end dining experience).

BROADCLOTH
The cuisine is thoughtfully built around Executive Chef Tucker Yoder's culinary expertise and his decades-long relationship with local farmers and purveyors. Supporting our belief that the best ingredients create the best food, the weekly tasting menu reflects Virginia's freshest seasonal offerings.

The following core values are central to every role at The Wool Factory. We expect all Wool Factory team members to model these values on a day-to-day basis.

CORE VALUES:

POSITIVITY We choose to acknowledge the good in our surroundings. We take the time to share that positive outlook with our coworkers, and those we serve.

RESPECT We are considerate and empathetic towards others. We see the equal value of every person on our team.

INITIATIVE We strive to be the best versions of ourselves in order to provide excellent experiences and products. We are accountable for our individual actions and attitudes.

COLLABORATION We work as a team to achieve our common goals. We understand that we are most successful when we work together.

The Service Director is a strategic hospitality leader overseeing service execution, guest experience, and front-of-house operations across both The Wool Factory and Broadcloth restaurant.

The ideal candidate is a high-level operator with finesse in hospitality, talent development, systems accountability, and cross-departmental communication. They will elevate guest experience, drive service standards, and ensure that systems are maintained and improved.

• Oversee daily service execution for events + restaurant service.
• Maintain and develop systems to streamline flow, training, and communication.
• Notice and adjust in real time details that others may never see, or before they become an issue; detail obsessed.
• Ensure compliance with health and safety standards.
• Inventory & beverage accountability; hold responsible leaders accountable for accuracy, timeliness, and budget.

• Reinforce values-based leadership across all FOH environments.
• Ensure alignment across service teams, culture, guest experience, and standards.
• Build accountability systems, coach leaders, and support decision-making.
• Support hiring strategy for service teams.
• Maintain training structures and onboarding systems.
• Lead regular coaching, feedback, and performance development.

• Maintain & elevate service standards campus-wide.
• Foster a culture of unreasonable hospitality.
• Serve as the final escalation point for guest service issues.
• Create a proactive feedback and improvement culture.
• Monitor labor spend, service department expenses, and cost controls.
• Collaborate with leadership to hit margin, revenue & service-quality targets.

• Support hiring strategy for service teams.
• Maintain training structures and onboarding systems.
• Lead regular coaching, feedback, and performance development.
• Work closely with the Executive Chef, Events Sales Director, and all leadership to ensure seamless communication between departments on menus, service flow, event standards, and programming.
• 5+ years of hospitality leadership experience required, multi-unit preferred.
• Experience directing managers and department heads.
• Proven success with systems implementation & team elevation.
• Strong communication, guest-facing, and conflict resolution skills.
• Weekend/evening availability required based on event + service schedule.
• Full-time salaried; expects peak season intensity & off-season flexibility.
• Presence required for majority of events + key service shifts.
• Ability to work 10-12 hour shifts as needed.

DIRECT REPORTS

• Broadcloth General Manager
• Events Coordination Manager
• Event Captains
• All front-of-house event staff

REPORTS TO Managing Director, B&T Table

Monthly Shared Revenue: 0.15% of total revenue for The Wool Factory & Broadcloth

Revenue share increases annually by .05%, based on company and individual performance, with a max of 0.25%.

PTO: 15 days annually

In addition to PTO, The Wool Factory is closed Thanksgiving Day, Christmas Day, and 7 days in January annually.

Medical + employer contribution $310/month

Group Life Insurance

Simple IRA 3% match

Parental Leave: 12 weeks at base pay

Additional benefit details outlined in the Handbook

If you are interested in applying for this position, email . Please include a cover letter and resume.