Front of House Manager

Folino Estate Winery; Kutztown (Berks County); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Medical insurance

Paid holidays and vacation

Company dining program

Growth opportunities

Job summary

Folino Estate Winery in Kutztown, PA, seeks a Lounge/Hospitality Manager to oversee daily Lounge operations, supervise staff, and ensure outstanding guest experiences.

The role collaborates with the Kitchen and Bottle Shop teams to deliver seamless service, trains team members, manages scheduling, and handles guest relations to foster brand loyalty within a busy winery environment.

Qualifications

• Must demonstrate strong leadership and customer service excellence.
• Excellent communication and team coaching abilities.
• Dependable, reliable, motivated with good problem-solving skills.
• Proficient with computers and POS systems; meals/banquets experience a plus.
• RAMP or TIP certification is preferred.

Responsibilities

• Open and close the Lounge per procedures.
• Oversee front-of-house staff and guest relations.
• Schedule, train, and develop team members.
• Balance cash drawers and POS actions daily.
• Coordinate with Kitchen Manager for seamless guest experience.
• Assist with banquet operations when needed.
• Manage inventory and ordering for Lounge supplies.

Skills

Leadership

Customer service

Communication

Dependable

Computer skills

RAMP certification

TIP certification

Tools

Point of Sale (POS) systems

Job description

The Lounge/Hospitality Manager is responsible for the daily operation and management of the Lounge, including the responsibility for supervising and training team members, phenomenal guest relations and customer service, and reporting to the General Manager, as well as assist in banquet operations as needed.

Responsibilities:

General

• Opening and closing the facility as per operating procedures
• Oversee that all opening and closing duties of each department are completed correctly and in a timely manner
• Assist with Bottle Shop management in the event of the Bottle Shop Managers absence
• Assist with banquet function management as needed
• Work closely with the Kitchen Manager to provide a seamless experience for all guests
• Work closely with our Bottle Shop manager and Winery Concierge to make a positive experience for all guests visiting with us, with or without reservations
• Manage all aspects of front of house personnel team: Tasting Hosts, Food & Drink Runners, Bartenders & Hostesses

Administrative

• Orders Lounge inventory, i.e., Hard Liquor, Wine, napkins, cleaning supplies, dishware, takeout supplies, etc.
• Maintain Lounge inventory
• Supervise, schedule, and train team members
• Approve/deny requests for days off
• Balancing of all daily and nightly cash drawers and POS
• Mediate any FOH and BOH issues
• Attend team member meetings as necessary and assigned

Team Development

• Hold pre-shift meetings with the Bottle Shop Manager and FOH staff
• Address and handle employee issues in an appropriate manner
• Train team members to have superb customer service
• Ensures team member training programs are implemented and measured regularly
• Conducts regular team member meeting to build rapport and ensure colleagues are well informed
• Provides team members with work schedule for two weeks in advance
• Clearly projects the visions of the department and measures progress
• Conducts quarterly reviews of team members performance and provides council as needed
• Assists with recruitment efforts, receives and reviews employment applications and conducts new employee orientation following all correct procedures
• Conducts interviews carefully outlining the functions of the position for which a potential team member is being interviewed for
• Assesses additional training needs and provides ongoing training opportunities
• Train team members on all information pertaining to Folino Estate Winery, our wines, and how to create a memorable experience that builds brand loyalty among guests
• Train team members on suggestive selling techniques to increase wine sales and gain repeat customers
• Train team members in promoting membership to our wine club

Customer Service

• Provide and excel at superior customer service to guests and excellent leadership to employees focusing on the guest experience at Folino Estate.
• Cleanliness and maintenance are performed daily in each department.
• Orchestrate and control customer seating at peak business times.
• Handle guest complaints according to provided guidelines or by offering suggestions and solutions, following through with the proper channels to resolve future issues.
• Ensure guests leave with an overwhelmingly positive experience.
• Enforce and monitor all health and safety procedures and sanitation standards in public areas.
• Assist team members when busy (expedite or run food, pour water, buss tables, polish silverware, seat guests, etc.).

Requirements:

• Minimum 2 to 5 years as a manager in a full service (table service with full bar and preferably wine service) restaurant.
• Must possess strong leadership skills.
• Must excel at customer service
• Solid track record of success in previous assignments demonstrating upward career tracking.
• Strong communication skills.
• Must be dependable, reliable and motivated.
• Computer knowledge a must
• RAMP or TIP certification

Benefits:

• Competitive compensation package
• Medical insurance options
• Paid holiday and vacation
• Company dining program
• Clear path for growth and career advancement