The Front of House Manager serves as an example of excellent guest service for both internal and external guests of The Rose Wine Bar, Secret Sister, Mabel’s Gone Fishing and/or Bodega Rosette. This position is responsible for developing and maintaining a consistent experience that is in line with the values of the Company. The Front of House Manager provides Support and Guidance for all team members and ensures compliance with company policies and expectations.

Immediate Supervisor(s): Director or Operations
Direct Reports: FOH Team members and Leads

Responsibilities

Service Leadership:
Set service standards and collaborate with Director of Ops to oversee training programs to ensure service excellence and provide ongoing professional development opportunities for staff.
Ensure service and personnel issues are properly addressed
Be on site for service five days a week to ensure employee development and service standards are being met.
Customer Relations: maintain high levels of customer satisfaction by addressing customer complaints or concerns promptly and professionally, and implementing strategies to enhance the overall dining experience and monitor and respond to online feedback.
Coordinate and execute private dining and event experiences with the Events and Brand Coordinator.
Oversee utilization of reservation platform by opening reservation windows, spearheading guest communication for standard bookings and setting up special event ticketing.
Be able to quickly and directly communicate a comprehensive knowledge of company values, policies and standards.
Promote cross-venue guest engagement by demonstrating a working understanding of offerings of all venues, retail shops, and clubs.
People Leadership:
Mentor and provide regular performance feedback to staff and leads to create better employees and leaders.
Partner with Human Resources and Director of Ops regarding team member coaching and development strategies
Build and maintain an excellent team of best-in-class hospitality professionals using recruiting and management best practices.
Work with Human Resources and Director of Ops to ensure staff is trained on and follows company policies .
Maintain a culture of accountability with staff when performance expectations are not met using proactive communication, coaching, and company disciplinary protocol, including terminations.
Operational Leadership:
Oversee staff in day-to-day operations to ensure smooth functioning of the restaurant.
Create and publish FOH staff schedules two weeks in advance that hit labor targets, approve staff time off requests appropriately.
Ensure proper staff timekeeping and breaking in accordance with state law.
Work with Director of Operations to deliver COGS and labor numbers in line with budgets.
Ensure staff executes company SOPs for stocking, rotating and storing of product, inventory, and ordering
Coordinate 3rd party cleaning, facility and supply vendors
Ensure staff certifications are up to date and filed in a timely manner.
Work with staff and fellow managers to ensure proper equipment and facilities maintenance.
Ensure staff maintains a clean and organized workplace.
Lead a culture of cross-functional communication and collaboration with daily use of shift notes and log posts.
Coordinate with Back of House and beverage leads to communicate menu changes and ensure FOH staff is properly trained
Edit and print daily menu changes
Conduct daily pre-shift with FOH staff and administer occasional beverage and food quizzes
Revenue Leadership:
Work with Director of Ops and ownership to meet quarterly, annual and three-year goal posts
Work with Director of Ops, management and owners to develop innovative programming and experiences

Leadership Behaviors:

Act with integrity, honesty, and knowledge to promote the Company’s culture, values, and mission
Cultivate teamwork by being an example, develop team members and effectively hold staff accountable
Recognize or seek areas of improvement and offer positive solutions for change; publicly acknowledge a job well done
Champion a safe and harassment, discrimination, and retaliation-free workplace environment
Have a sense of ownership to the brand and be accountable for personal performance
Operate within the location daily with efficiency, respect, friendliness, professionalism, teamwork, knowledge, patience, awareness, compassion, courtesy and initiative
Skills

Excellent guest service skills
Knowledge of Adobe Illustrator
Able to multi-task without sacrificing quality and service
Ability to educate, supervise and direct the work of others
Have an extensive knowledge of food, wine and service
Have a working knowledge of computer word processing programs, POS systems, and reservation platforms
Excellent verbal and written communication skills
Organized with a strong emphasis on attention to detail and time management
Strong sense of urgency and ability to consistently meet deadlines
Ability to think independently and willingness to take initiative
Ability to adjust leadership style as necessary to cultivate a results driven team

Qualifications

Minimum 4 years hospitality experience with an emphasis on guest service
Minimum 2 years of leadership experience
ServSafe Manager Certified

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to: communicate and accurately exchange information at normal speaking levels; move in an office or restaurant environment to accomplish tasks; use hands to finger, grasp, or feel; reach by extending hand(s) and arm(s) in any direction; stoop, kneel, crouch, and crawl; and view and operate electronic devices and equipment, including but not limited to, phones, tablets, and computers, and coffee grinders, espresso machines, and other food facility equipment. The employee must also be able to detect, distinguish, and determine with a degree of accuracy the differences or similarities in intensity or qualify of flavors or odors by using the tongue or nose. The employee must frequently raise objects weighing 25 pounds or less and from a lower position to a higher position or move such objects horizontally from position-to-position, and occasionally raise or move objects weighing more than 25 pounds. The noise level in the work environment is usually moderate.

Note

This Job Description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. You will be expected to render all services that are consistent with the position and its responsibilities. The Company has the right to revise this Job Description at any time or to require that different tasks, duties, and responsibilities be performed as assigned.

Compensation Details
Compensation: Salary ($68,000.00 - $73,000.00)

Benefits & Perks: Health Insurance, Vision Insurance, Paid Time Off, 401k, Potential Bonuses, Dining Discounts

Required Skills
Excellent guest service skills

Knowledge of Adobe Illustrator

Able to Multi Task Without Sacrificing Quality and Service

Ability to Educate, Supervise and Direct the Work of Others

Extensive Knowledge of Food, Wine and Service

Working Knowledge of Computer Word Processing Programs, POS Systems, and Reservation Platforms

Excellent Verbal and Written Communication Skills

Organized With a Strong Emphasis on Attention to Detail and Time Management

Strong Sense of Urgency and Ability to Consistently Meet Deadlines

Ability to Think Independently and Willingness to Take Initiative

Ability to Adjust Leadership Style as Necessary to Cultivate a Results Driven Team

The Rose / Secret Sister / Mabel's Gone Fishing

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