Lead Hospitality Service Trainer – Elevate Guest Experience

Jean-Georges Management LLC; New York (NY); Hybrid; USD 70,000 - 80,000; Full time

Job summary

Jean-Georges Management LLC is seeking a Hospitality Service Trainer to oversee the service operation across our restaurant group. This leader reports to the Global Director of Service and will ensure service excellence, staff development, and adherence to policy.

The role focuses on coaching front-of-house teams, implementing comprehensive training programs, and maintaining sanitation and guest satisfaction at the highest level.

Qualifications

• 4-5 years prior front of the house experience in a high-volume establishment.

Responsibilities

• Uphold the Mission Statement and company policies; adhere to the Employee Handbook.
• Lead on-floor service quality and supervise dining room staff.
• Train staff to company standards and policies; manage certifications and training programs.
• Maintain sanitation compliance and handle guest feedback on the floor.

Skills

Front of house experience

High-volume environment

POS systems

Resy

Avero Slingshot

Education

College degree or equivalent experience

Job description

Jean-Georges Management is built on a powerful culinary foundation and has evolved into a reputable and award-winning restaurant group. From inception, Chef Jean-Georges Vongerichten placed emphasis on the importance of providing the very best in culinary and tailored hospitality, which has resulted in the success of an acclaimed constellation of international restaurants. With over 60 restaurants located worldwide, we continuously strive towards excellence and rely on the support of our culinary and hospitality team members to contribute to our worldwide operations.

THE BRAND

Jean-Georges Management is built on a powerful culinary foundation and has evolved into a reputable and award-winning restaurant group. From inception, Chef Jean-Georges Vongerichten placed emphasis on the importance of providing the very best in culinary and tailored hospitality, which has resulted in the success of an acclaimed constellation of international restaurants. With over 60 restaurants located worldwide, we continuously strive towards excellence and rely on the support of our culinary and hospitality team members to contribute to our worldwide operations.

POSITION SUMMARY
The Hospitality Service Trainer is responsible for overseeing the efficient and effective service operation of the restaurants through the service. Reports to the Global Director of Service.

ESSENTIAL JOB RESPONSIBILITIES

• Uphold our Mission Statement while performing positional responsibilities and adhering to company policies and procedures, as stated in the Employee Handbook.
• Demonstrate and promote JGM’s culture, always positively representing the Company.
• In a leadership role, this position is to provide the highest quality service to guests at all times. Maintain integrity of service, touch tables while on floor to solicit feedback. Responsible as lead authority on floor regarding service quality.
• Ensures that service is carried out in accordance with established JGM policy.
• Train service staff in accordance with the standards of JGM policies and guidelines, ensuring proper knowledge of all company policies and procedures, rules and regulations. Constantly evaluate managers and all service staff.
• Responsible for all staff training including Certified Training Program, Certified Trainers, up selling programs, staff incentive programs, new hire orientation, and on-going service training. Responsible for maintaining all side work schedules for all job classifications.
• Responsible for all menus to be up to date, neat and clean and that all personnel have up to date menu descriptions. Ensure staff is in compliance with the Company policy on uniform standards inclusive of foot ware and grooming.
• Supervises personnel according to established personnel policies and procedures.
• Leads training and evaluating all dining room personnel and enforces all steps of service as well as food and beverage policies and procedures.
• Ensures sanitation compliance throughout restaurants.
• Handles guest complaints while on the floor.
• Promotes positive public / employee relations at all times.
• Maintains a clean, safe, hazard-free work environment within area of responsibility.
• Promotes teamwork within the restaurant, creating a positive work environment.
• Treats every customer, employee and vendor with respect and dignity.
• Ensures the highest levels of organization are maintained in the dining room and bar at all times, without exception.
• Learns basic POS troubleshooting techniques. Familiar with support call procedure when necessary.
• Performs other job-related activities as required or assigned by supervisor.

Specific Duties and Responsibilities:
• Leadership
The Hospitality Trainer is responsible for assisting in developing a cohesive team of managers and staff who are working towards the common goals of the restaurant. The Hospitality Trainer is responsible as a lead team member on the floor.

• Personnel
Recruiting & Hiring
Maintaining appropriate staffing levels and remaining abreast of any changes which may impact staffing needs
Assisting with recruiting and hiring of high-quality employees, including managers, and maintaining a system to ensure the proper processing of all newly hired employees.
Supporting management on employees evaluation and recommend potential plan for improvement.

•Training
Teaching and coaching all employees and managers on an ongoing basis.
Underscoring the importance of thorough and complete training for all employees.
Train staff on company knowledge and JGM standards.
Monitoring and when needed, implementing pre shift meetings.
Ensuring communication between FOH and BOH in each restaurant.
• Administration Ensuring that performance reviews of all hourly employees are completed. Maintaining accurate employee files, including thorough, signed documentation for any facilitated training. Thorough documentation on all incidents; including counselling sessions. Providing reports on restaurant service performances to JGM.
•Plant Equipment Management
The Hospitality Trainer is responsible to assist with the daily upkeep of the physical plant, including daily walk through of the restaurant to determine areas which need attention or repair
KNOWLEDGE, EXPERIENCE AND SKILLS

• College degree or equivalent experience.
• 4-5 years prior front of the house experience in a high-volume establishment.
• Experience in various capacities of restaurant staff strongly preferred.
Restaurant opening and closing procedures Strong Food knowledge Familiarity with POS Systems,Resy,Avero Slingshot
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong attention to detail and excellent organizational skills.
• Strong communication skills, both written and verbal.
• Knowledge of the restaurant industry’s financial processes.
• Experience with managing financial operations across multiple locations
• Provide technical support to junior staff, reviewing work for accuracy.
• Ability to work independently and as part of a team, excellent communication skills
• Experience in preparing and submitting Form 8027.
• Passionate, entrepreneurial, and dedicated to success
• Must be a self-starter and excellent time management skills
• Ability to work flexible hours; must be able to maintain a schedule availability flexible to the business demands

PHYSICAL REQUIREMENTS

• Ability to perform essential job functions consistently, safely, and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
• Must be able to lift and carry up to 25 lbs at times.
• Moving about on foot to accomplish tasks, particularly frequent movements from place to place within the work area and property. Bend, lift, carry, reach/extend arms, and hands above shoulder height frequently, or otherwise move in a constantly changing environment.
• Climbing steps regularly
• Prolonged periods sitting at a desk and working on a computer.

COMPENSATION

The base pay range for this position is between $70,000-$80,000. The determination of what a specific employee in this job classification is paid depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, etc.