Front Of House Manager

Breakaway Group Chapel Hill/ Carrboro

 Position Description

Front of House Manager

Position:                       Front of House Manager

Reports to:                   General Manager/CEO

Direct Reports:             FOH Staff

Locations:                      Chapel Hill/Carrboro

Required Travel:           No

FLSA Status:                  Exempt (Salaried)

Job Summary

The Front of the House Manager position is a highly motivated self-starter who possesses advanced knowledge of the hospitality/restaurant industry and demonstrated experience in Front of the House (FOH) restaurant operations. This position is responsible to ensure safe and effective FOH shifts through FoH staff training and oversight and through training and empowering shift leads to successfully lead their shift team, as applicable. The FOH Manager role leads all scheduling and shift management responsibilities, in collaboration with shift leads (where applicable). The role assists with a variety of administrative tasks and processes, such as use of software systems, scheduling tools, POS, and supporting restaurant operational workflow and works within budget parameters.  

The person in this role is responsible for demonstrating a commitment to our mission and core values and represents themselves in a way that aligns with our values. They gain the respect of staff by leading with respect and empathy but at the same time being firm, transparent and fair. This position works closely with Kitchen Managers, Kitchen Director, and owners as well as directly with FoH staff. 

The FOH Manager Position’s primary responsibilities include: 

Primary Responsibilities

·       Create a supportive and positive work environment for all staff where they feel well prepared and empowered to do their job effectively.

·       Develop, implement and maintain systems to ensure efficiency and policy compliance. 

·       Select (in collaboration with GM/CEO), train and support a core group of individuals to perform the shift lead role (as applicable). Work closely with the shift leads to improve restaurant/staff performance and ensure efficient operations that meet expected standards. 

·       Serve as the primary point of contact for Back of the House (BOH) coordination and communication and maintain /support/ demonstrate a collaborative working relationship between FoH and BoH.

·       Deliver superior service and maximize customer satisfaction and respond efficiently and accurately to customer complaints that leads to a positive outcome. 

·       Oversee barista training and ensure coffee /espresso quality and consistency that meets the highest standards.

·       Responsible for cleanliness and visual standards (as outlined in the Visual Standards Document) of every FOH area during operational hours. 

·       Ensure all staff are performing opening and closing duties as assigned for every shift.

·       Lead by example at all times, especially related to cleaning protocols and directing staff to maintain professionalism at all times. 

·       Provide timely, effective and clear feedback to staff when protocols or service steps are not followed.

·       Ensures all FoH staff are well versed in and practicing food safety and sanitation protocols that are inline with restaurant standards and the Food and Safety Code. 

·       Participate in FOH staff hiring and onboarding with GM/CEO. 

·       Takes the lead in FoH staff education and training to ensure all FoH staff meet expectations. 

• Create and manage schedule all Front of the House (FOH) employees in conjunction with GM/CEO and kitchen managers (as needed) and delivers schedule to GM/CEO on a timely and consistent basis.
• Responsible for FoH inventory and ensuring an adequate supply at all times of required product that supports the smooth and effective operations for FoH and is within budget. Manages and maintains relevant vendor relationships as needed/requested. 
• Prepare and ensure accuracy of daily reporting to GM/CEO/Shift Leads.
• Represents management to guests during shift issues or requests.
• Models best practices and upholds policies and procedures of the restaurant.
• Responsible for keeping the workforce informed of changes, as requested by GM/CEO.
• All other work-related duties as assigned.

Requirements

• Minimum 4 years of restaurant FOH experience is required, five to six (5-6) years preferred
• Understanding of budgets and working within budget parameters
• Proven success in handling multiple tasks, balancing competing priorities, staying calm in the face of pressure, and resolving conflict
• Demonstrates appropriate and respectful communication with all, including customers, other staff and management
• Passionate about excellence in hospitality, service, and food. Able to articulate and demonstrate the difference between hospitality and service. 
• Experience in and able to execute exceptional counter service plus* and table service models
• Ability to comfortably provide feedback and coaching to FOH staff to train and improve performance.  Messaging must be delivered in clear and respectful manner to align with company culture.
• Ability to work a flexible schedule: days, nights, and/or weekends
• Demonstrated leadership in managing and motivating a team. 

Preferred Skills

• Conflict resolution and management skills
• Personnel management training/skills
• Barista skills
• Budget development and monitoring
• Successfully held multiple front of house roles 

Physical Requirements (check all that apply)

Frequency: Occasionally = 1-33%; Frequently = 34-66%; Continuously = 67-100%

Standing (remain on one’s feet in an upright position without moving about)- Frequently

Walking (move about on foot)- Frequently

Lifting (raise or lower an object from one level to another)- Frequently

Lift up to 50 pounds- Occasionally

Keying (pick, pinch, or otherwise work with fingers rather than whole hand or arm; includes typing)- Frequently

Sitting (remain in a seated position)- Occasionally

High mental attention- Continuously

Reach, kneel, crawl, crouch, or bend-Occasionally

Talking (express or exchange ideas or detailed instructions by means of spoken word)- Frequently

Reaching (extend hand(s) or arm(s) in any direction)- Frequently

Hearing (perceive the nature of sounds by ear)- Frequently

Seeing (perceive the nature of visual information by eye)- Continuously