Front of House Manager

Rockhillpumphouse; Rock Hill (SC); On-site; USD 40,000 - 50,000; Full time

Job summary

A local restaurant is seeking a Front of House Manager in Rock Hill, SC. The ideal candidate will manage staff, ensure high service standards, and handle guest complaints. They will also be responsible for training new hires and maintaining certification records. A High School diploma is required, and a Bachelor’s degree is preferred. Flexibility in schedule is essential, including weekends and holidays.

Qualifications

• Must have customer service experience in a restaurant setting.
• Need to be a certified coach for training new hires.
• Ability to work a flexible schedule, including weekends and holidays.

Responsibilities

• Manage front of house staff and ensure restaurant standards.
• Handle guest complaints effectively using HEAT process.
• Conduct training sessions and maintain records of certifications.

Skills

Customer service

Leadership

Attention to detail

Education

High School diploma or GED

Bachelor’s degree in hospitality management

Job description

POSITION SUMMARY

The front of house manager fulfills two key roles in the restaurant. The first is to take full responsibility for the management of the FOH staff to include hiring, orientation, new hire training, ongoing training, scheduling, and disciplinary action. Secondly, the front of house manager is a leader in the restaurant and will manage individual shifts ensuring that all restaurant standards and policies are exhibited and enforced without exception.

GENERAL JOB REQUIREMENTS

• Can serve and bartend and is certified in these job positions. Must set the example by adhering to standards at all times when engaged in these job duties.
• Demonstrates attentiveness to guests needs and ensures needs fulfilled.
• Demonstrates courtesy and positive attitude toward our guests at all times.
• Uses guest names and recognizes guests by name.
• Sets up rooms for meetings/banquets/dining in accordance to posted standards
• As a leader, displays at all times a professional and positive attitude. Can use and enforce the complaint resolution procedure to get concerns addressed rather than display open negativity or poor attitude.
• Ensures proper storage of equipment and assists management in maintaining storage rooms in a neat and orderly fashion.
• Demonstrates dependability by working flexible schedule as required; arrives on time.
• Completes any other reasonable request made by a supervisor in a reasonable time frame.
• Maintains business appearance in an exemplary fashion and follows all RCSH dress code requirements for business suits.

SHIFT LEADERSHIP RESPONSIBILITIES

• Achieves 100% adherence to the FOH shift checklist on all openings and closings. Takes full ownership of scheduled shifts and uses management tools like the FOH checklist to ensure total guest satisfaction and 0 defect shift management.
• Checks all server and support side-work, ensures its proper completion, and brings to the attention of management any staff who are deficient in completing side-work.
• Uses a POS card to complete comps and voids. Must exercise the highest degree of integrity in the use of this card and follow all restaurant policies.
• Observes other servers and support staff during each shift and enforces service standards and policies. Makes immediate corrections when substandard performance or behavior is observed by coaching the employee and uses the employee incident log to maintain a record of coaching. Can participate professionally in counseling employees who are deficient in following service standards, breaking house rules, or who are generally not team players in the standard.
• Handles guest complaints using the HEAT process to make sure the guest is fully satisfied before leaving the restaurant. Takes appropriate action under these circumstances.
• Completes all paperwork for shift management in a timely fashion and correctly according to standards.
• Completes 100% table checks for all guests.
• Can conduct a positive and educational line up before each shift by using prepared line up notes and following a standard list of topics. Keeps line up fun.
• Manages each shift in a positive fashion by being supportive, helpful on the floor, and leading by example with a positive attitude.

EMPLOYEE MANAGEMENT

• Must be an certified Coach. Will participate in training of new hires following all policies for training and certification.
• Develop and maintain a coach’s team to delegate training tasks to as required. This includes certifying coaches and ensuring adherence to company training policies and standards. Conducts monthly coaches meetings and maintain agendas for these meetings.
• Will maintain an accurate record of SMAC certifications for all employees.
• Will make sure all certifications are completed as required.
• Responsible for promptly filing paperwork associated with the certification program.
• Coordinates with the chef to create a staffing guidelines sheet for the restaurant using the Master template. Ensures Pars for all positions and standard pay rates are adhered to.
• Follows the proper hiring process including employment application, 1st and 2nd interview, and reference check process for all new hires.
• Can conduct an orientation following the orientation checklist exactly and filing all paperwork properly.
• Maintains an accurate personnel files for all employees including a hard copy and a computer version.
• Prepares schedule weekly using a cover count forecasting tool that ensures that our scheduled labor is accurate for the level of business anticipated. Can complete the schedule accurately.
• Processes payroll each week without errors and by assigned deadline each Monday.

EDUCATION AND EXPERIENCE

• High School diploma or general education degree (GED) is required.
• A bachelor’s degree in hospitality management or related career field is preferred.
• Previous related experience required.

KNOWLEDGE, SKILLS, ABILITIES

• Ability to read, write, perform mathematical computations such as adding, multiplying.
• Ability to effectively communicate with customers, utilizing tact and diplomacy when necessary.
• Ability to carry objects on a tray without breaking or spilling.
• Ability to follow directions accurately.

PHYSICAL/MENTAL DEMANDS

• While performing the duties of this job, the employee is required to stand, walk, talk, and hear. The employee is required to be on feet for large portion of the day/shift. The employee is required to stoop, kneel, or crouch; reach with hands and arms; use hands to finger, handle or feel tools or controls; must be able to lift and /or move heavy objects including tables and cases of food and beverage; must be able to lift approximately 20 pounds overhead.
• Must be able to sustain constant mental and visual attention.

WORKING CONDITIONS

• Kitchen environment, including hot areas, hot tools, hot plates, sharp knives and tools.
• Dining room environment.
• Flexible schedule can vary from week to week; work required on weekends and holidays.