Temp Front of House Manager

Heineken; Paarl; Presencial; ZAR 268 000 - 469 000; Tempo integral

Resumo da oferta

Heineken is seeking a Front of House Manager to lead the FOH team and deliver a consistently high-quality guest experience across all touchpoints, while ensuring smooth day-to-day operations.

The role combines leadership with hands-on execution, coordinating with Kitchen, Banqueting and Operations, managing staffing, rostering, and service standards, and driving guest satisfaction in a fast-paced environment.

Qualificações

• 5+ years’ experience in hospitality or guest experience management
• Strong leadership and people management skills
• Excellent communication and problem-solving ability
• Ability to operate in a fast-paced, guest-facing environment

Responsabilidades

• Lead the delivery of exceptional guest experiences across all touchpoints and ensure daily operations run smoothly
• Manage, schedule, and supervise Front of House staff; provide coaching and ongoing performance feedback
• Act as liaison between FOH, Kitchen, Banqueting, and Operations; communicate daily requirements, bookings and events
• Maintain accurate records of attendance, rosters, daily reports and service logs; monitor KPIs and risk flags
• Engage directly with guests to ensure satisfaction and uphold brand standards

Descrição da oferta de emprego

To lead and manage the Front of House team to deliver a consistent, high-quality guest experience, ensuring smooth day-to-day operations, effective team coordination, and strong service standards.

This role combines operational leadership with hands‑on execution, acting as the link between guest experience, team performance, and operational efficiency.

Key Performance Areas

1. Guest Experience & Operations Management

Lead the delivery of exceptional guest experiences across all touchpoints
Ensure daily operations run smoothly, including:

• Guest flow management
• Reservations and bookings
• Service standards and presentation

Resolve guest queries and issues promptly and professionally

Monitor and improve service delivery through feedback and observation

2. Team Leadership & Capability Building

Manage, schedule, and supervise FOH staff
Provide coaching, training, and ongoing performance feedback

Ensure team adherence to service standards, SOPs, and brand guidelines

Support recruitment and onboarding of new team members

3. Coordination Across Departments

Act as key liaison between FOH, Kitchen, Banqueting, and Operations

Ensure clear communication of daily requirements, bookings, and events

Coordinate staffing and resource allocation based on demand

4. Administrative & Reporting Responsibilities

Maintain accurate records of:

• Attendance and rosters
• Daily reports and service logs

Monitor operational KPIs and flag any risks or issues

Support reporting on guest experience metrics and performance trends

Stakeholder Management

Work closely with:

Engage directly with guests to ensure satisfaction

Key Success Measures

Guest satisfaction scores and feedback
Smooth daily operations and service delivery
Team engagement and performance
Adherence to service standards

Achievement of all AP targets

Experience & Capability Requirements

5+ years’ experience in hospitality or guest experience management

Strong leadership and people management skills

Excellent communication and problem-solving ability

Ability to operate in a fast-paced, guest-facing environment

HEINEKEN Behavioural Alignment

Deliver: Consistent excellence in service delivery
Shape: Champions guest‑first thinking

Connect: Builds strong, motivated teams
Develop: Grows team capability and self