FOH MANAGER

Handcrafted Restaurants Group; Kihei (HI); On-site; USD 65,000 - 75,000; Full time

Job summary

Handcrafted Restaurants Group is looking for a Guest Experience & Floor Manager at The Beach House Maui in Kihei, HI. This role involves overseeing floor operations to ensure exceptional guest experiences, managing staff, and ensuring compliance with health and safety regulations.

Ideal candidates will be customer-oriented and possess strong leadership and communication skills. They must be able to thrive in a fast-paced environment, with a salary range of $65,000 to $75,000 annually.

Qualifications

• Ability to take care of customers' needs while following company procedures.
• Ability to complete assigned tasks under stressful situations.
• Ability to communicate effectively with coworkers, guests, and management.
• Ability to influence others and organize effectively.

Responsibilities

• Act as primary point of contact for guests, ensuring responsiveness and satisfaction.
• Oversee floor operations and maintain proper pacing and guest experiences.
• Monitor food and drink orders to ensure compliance with standards.
• Encourage staff through training, guidance, and recognition initiatives.

Skills

Customer Oriented

Working Under Pressure

Communication

Leadership

Goal Oriented

Teamwork Abilities

Coaching and Development

Friendly & Energetic

Tools

Microsoft Office

Hot Schedules

HCR Online

Job description

Job Details

Location: The Beach House Maui - Kihei, HI 96753
Salary Range: $65,000.00 - $75,000.00 per year

Guest Experience & Floor Management

• Act as the primary point of contact for guests during service, ensuring they feel welcome and receive responsive, friendly, and courteous hospitality, while resolving any complaints or service issues quickly and professionally to maintain guest satisfaction.
• Oversee the flow of service and floor operations to maintain proper pacing, table turns, and exceptional guest experiences.
• Monitor completed food and drink orders to ensure that all menu items are prepared, portioned, and presented according to all procedures, specifications, and standards.
• Monitor and maintain dining room cleanliness, ambiance, and readiness in alignment with brand standards.
• Communicate effectively with kitchen leadership to coordinate food service, address delays, and ensure food quality meets company expectations.
• Respond to unexpected staffing or operational challenges during shifts, making adjustments as necessary to maintain service standards.
• Understand seasonality and fluctuations in business and their impact on operations. Utilize OpenTable to adapt to business demands.
• Achieve company objectives in sales, service, and quality, appearance of facility and sanitation and cleanliness.
• Adhere to restaurant budget for labor & operations without sacrificing guest or employee experience.
• Strive to master the craft of food, drink, and merrymaking, with Aloha.

Leadership & Staff Development

• Encourage staff through positive leadership, offering training and development, providing guidance, coaching and support as needed.
• Address and follow up on all employee complaints, concerns, and suggestions.
• Conduct pre-service meetings to relay important updates, menu changes, and service goals for the day. Ensure the meetings are interactive and Socratic, use the master topic list to cover all vital topics, and post pre-service notes on Hot Schedules for all staff every Monday.
• Document any and all employee issues on Hot Schedules and follow up with consults or write-ups as needed.
• Ensure employees complete all tests in HCR Online with a 90% or above prior to being scheduled and ensure certified trainers are designated where necessary.
• Maintain all training and testing materials in HCR Online for pricing, products and policies.
• Complete all 60‑day employee reviews within 90 days of employment and all annual employee reviews within 30 days of the employee’s anniversary date.
• Recognize and reward employees through programs such as Po‘okela, Craftsperson of the Month/Year, Thank‑you cards, Anniversary letters, Birthday cards, Pursuit of Pono, etc.
• Participate in company “Leave the World a Better Place” events, representing the FOH team and reinforcing the company’s commitment to community impact.

Compliance & Safety

• Monitor building, staff, and guests to ensure compliance with health, fire, and liquor department regulations.
• Maintain and improve the physical aspects of the restaurant’s front of the house and its operations components as necessary to support the value of exceeding expectations. Coordinate inspections, maintenance, and organization of the FOH area within the overall concept of the restaurant.
• Respond promptly to guest or employee accidents, incidents, or emergencies, ensuring proper care, accurate documentation, and timely follow‑up in accordance with company policies and legal requirements.
• Monitor guests’ physical condition when entering the restaurant and bar; monitor alcohol consumption while on the premises to ensure all HCR and county serving policies are followed. Take appropriate steps according to HCR policies to reduce the occurrence of alcohol‑related issues.
• Demonstrate working knowledge of applicable state and federal laws including labor, liquor, health, fire, ADA, OSHA, harassment, and discrimination policies.
• Be knowledgeable of restaurant policies regarding personnel, and administer prompt, fair, and consistent corrective action for any and all violations of company policies, rules, and procedures. Ensure terminations are conducted with HR approval and that there is clear documentation available when an employee is terminated for poor performance.

Administration & Operations

• Complete and file 1:1 meeting notes each period and file in Dropbox.
• Conduct quarterly department meetings and file agendas on Dropbox.
• Complete and report on assigned line items each period.
• Assist in implementation and management of all HCR policies, procedures, programs, and performance standards; active management procedures throughout scheduled shift.
• Demonstrate job competencies by successfully completing and passing all components of the company’s bi‑annual audit.
• Ensure HCR has a rating of 4.2 or better on Open Table reviews and follow up on 5‑star and 3‑star or below reviews.
• Perform other related duties as assigned by management to support operational needs.
• Report for work on time and uphold expectations for attendance, uniform, and professional conduct. Regular attendance is an essential function of this job.
• Maintain confidentiality and protect access to sensitive information, including company data, employee records, and customer details, by following all protocols and preventing unauthorized access or disclosure.
• Assist with completing the annual FOH Business Plan action steps.
• May serve as a department head, assuming responsibility for schedule writing, conducting departmental meetings, overseeing day‑to‑day operations, and fostering the development and growth of departmental employees.
• Attend and actively participate in manager meetings, ensuring awareness of company policy changes, initiatives, and operational updates, and communicate key information and action items to the FOH team.
• Ensure labor board accuracy by verifying correct in/out times, confirming employees are clocked in under the appropriate job code, and documenting any variances or irregularities, so the office team can process payroll correctly and maintain compliance.

Qualifications

• Customer Oriented – Ability to take care of customers’ needs while following company procedures.
• Working Under Pressure – Ability to complete assigned tasks under stressful situations.
• Safety – Ability to work safely by following all safety policies and procedures.
• Communication – Ability to communicate effectively with coworkers, guests, and management to ensure all needs are met.
• Leadership – Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Management Skills – Ability to organize and direct oneself and effectively supervise others.
• Goal Oriented – Ability to focus on a goal and obtain a pre‑determined result.
• Teamwork Abilities – Ability to work together with a team in a positive manner to achieve a common goal.
• Coaching and Development – Ability to provide guidance and feedback to help others strengthen specific knowledge or skill areas.
• Response to Direction – Receive and follow directions from supervisors.
• Friendly & Energetic – Ability to exhibit a cheerful demeanor toward others and bring energy to the performance of the task.
• Neat & Well Groomed – Maintain professional appearance.

Computer Skills

• Knowledge of Microsoft Office, Hot Schedules, HCR Online, and social media platforms (Pinterest, TikTok, Facebook, Instagram, etc.).
• Aptitude to learn new computer software.

Physical Demands

• Stand – Constantly
• Walk – Constantly
• Sit – Frequently
• Manually Manipulate – Frequently
• Reach Outward – Frequently
• Reach Above Shoulder – Frequently
• Climb – Frequently
• Squat or Kneel – Frequently
• Bend – Frequently
• Grasp – Frequently
• Speak – Constantly

Other Physical Requirements

• Vision (Near, Distance, Color, Peripheral, Depth)
• Sense of Sound – Hear verbal requests made by guests, coworkers, and managers
• Sense of Smell
• Sense of Taste
• Sense of Touch
• Ability to wear Personal Protective Equipment (PPE) – Non‑slip shoes, wear a back belt if lifting more than 25 lbs.

Work Environment

Fast paced, high‑energy, moderately noisy environment containing multiple personality types. Can become crowded and can become high‑pressure.