FOH Team Leader & Guest Experience Coach

Hammerjack Pty Ltd; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

QSCH Management is seeking a Restaurant Team Leader (Front of the House) to supervise FOH staff, ensure exceptional guest service, and maintain high energy levels during peak hours. You will lead the Shift, coordinate with the MOD, and drive guest satisfaction through mentoring, coaching, and process improvements.

The role covers training, teamwork, promotions, and ensuring adherence to standards, with a focus on hospitality, upselling, and maintaining quality across FOH operations.

Responsibilities

• Assist the Manager On Duty in controlling the Floor especially during peak hours. Ensure excellent guest service and hospitality by supervising FOH staff and maintaining fun, positive and high energy level. Monitor the dining area and ensure that all guests are attended immediately.
• Interact with guests to ensure that they have been provided with excellent dining experience. Check back each table and facilitate guest concern, if any. Ensure that speed service and product quality are maintained at all times. Call the attention of MOD in case concern that may irate the guest, so apologies can be given ahead.
• Deal with guest concerns or complaints in a professional manner and come up with an appropriate resolution in a timely manner. Coordinate with the MOD on all actions taken.
• Assist the MOD by leading the FOH team of the Shift, and delegate duties, assign specific tasks and ensure that the team members are prepared for the day.
• Monitor Food Servers in pushing promotions and new products to guests.
• Develop enduring relationships and loyalty among guests. Conceptualize and recommend to MOD frequency programs such as bounce-back and loyalty programs to increase frequency of visits.
• Increase average check of each transaction by monitoring Food Servers in executing techniques on suggestive selling in, add-ons and upgrades.
• Devise and recommend a program to encourage guest to bring more friends for each visit thereby increasing party size.
• Review the suggestive selling results of the store and provide guidance and direction to address variances.
• Coach and monitor all FOH staff under supervision regarding Guest Service performance and improvement areas.
• Reiterate and implement LSM and system-wide marketing plans through FOH staff. Suggest and implement incentive schemes to encourage FOH to sell.
• Monitor and manage the use of FOH materials such as tissues, packaging materials (for left over carry out) and condiments, among the many.
• Monitor and manage the use of utilities. This shall include but not limited to ensuring the observance of rules on Fire up/Fire down schedules.
• Orient, remind and ensure that FOH staff are aware and are pushing high GP items.
• Assist the Management Team as they hold and facilitate regular meetings for the whole team for review of operations and results, lay out action plans, recognize performers and updates on development and critical matters needing emphasis.
• Guide the Restaurant Staff as they carry out their duties. Coach them to further improve performance and recommend disciplinary actions as necessary. Coordinate with the MOD in case of terminable offenses.
• Coordinate with MOD in case there is concern on Agency Employees. Facilitate the documentation and filing in coordination with the Management Team as necessary.
• As a Restaurant Trainer, facilitate the training and development of FOH Restaurant Staff with the end view of certifying them to Station and in the medium term, Captainship.
• Coach and counsel restaurant staff in matters concerning personal and career growth and development.
• Help the Personnel KMS Manager in ensuring the completeness, security, and good condition of all training materials and job aids.
• Institute internal safeguards on company funds, assets and properties. To seek ways to improve and maximize efficiency of store facilities and equipment in close coordination with the Management Team.
• Develop new and enhance work processes in close coordination with the Management Team to provide corrective actions to recurring problems including internal guest complaints, as well as preventive actions to avoid potential problems from occurring.
• Participate, collaborate, and implement initiatives and projects driven by the RBU and organizational strategy.
• Monitor compliance of store to all regulatory requirements.
• Follow and enforce the Employee Code of Conduct.
• Assist in employee selection, hiring, training, placement, movement, rewards and recognition.
• Evaluate the performance of immediate reports on a regular basis.
• Perform other tasks that may be assigned either individually or as part of a committee.

Job description

QSCH Management is seeking a Restaurant Team Leader (Front of the House) to supervise FOH staff, ensure exceptional guest service, and maintain high energy levels during peak hours. You will lead the Shift, coordinate with the MOD, and drive guest satisfaction through mentoring, coaching, and process improvements.

The role covers training, teamwork, promotions, and ensuring adherence to standards, with a focus on hospitality, upselling, and maintaining quality across FOH operations.