Descrição
Reports to: Assistant General Manager
Work alongside: Head Bartender
Manages: Floor Team
OVERVIEW
As Front of House Manager / Maitre d’ you have responsibility for the overall guest experience, to ensure all guests want to return to our client. You are to ensure each guest has a positive, engaging and memorable experience leading by example with a daily, sustained presence on the floor. Your role requires the building and maintenance of an exceptional service culture and work ethic among the Floor team
Beyond the execution of day-to-day service operations, your role will require an active engagement in planning and delivering all tasks required to provide a world-class service ethic, including recruitment, balance of skills, training and general team management.
KEY RESPONSIBILITIES As Front of House Manager / Maitre d’ your detailed responsibilities include:
Guest Experience
25%
Build a dynamic service and guest-first culture amongst the Floor team
Show exceptional guest relationship attributes and skills and instil these attributes in our client FOH team culture
Support Reservations & Events team, driving overall guest numbers and delivering both private and corporate business
Drive continuous improvement throughout the guest experience by improving standard operating procedures (SOP's)
Manage FOH training to align all team members to our client SOPs
Revision of SOPs, particularly where breakdowns occur and/or informed via guest feedback
Develop relationships with return guests, recognise those with potential longevity to reinforce the brand through word-of-mouth
Service Management
25%
Maintain a high-touch, best-in-class service environment
Oversee all aspects of daily service and operations, including exceptional venue presentation and cleanliness
Plan staffing for service including rosters, leave schedules, training blocks and management meetings
Identify opportunities for revenue growth through improved service management
Drive continuous improvement of service within our client, continually finding new ways to go above and beyond for our client’s guests
Drive a culture to ensure maximum repeat visitation / return guest counts
Work collaboratively with inter-departmental heads (HODs) about service management
Standards & Training
20%
Develop and subsequently maintain all FOH SOPs, Sequence-of-Service routines and professional standards
Drive a robust internal education program and learning culture for our client front-of-house teams
Plan and execute new and refresher training as part of or in addition to our client training schedule
Plan and execute floor team onboarding training program
Drive maintenance and improvement of workplace health and safety standards
Drive continuous improvement in behavioural standards and expectations
Sales, Revenue & Finance
20%
Drive sales to achieve our client revenue budget, through daily service operations, events and spending per head
Drive additional revenue streams or operational services to achieve our client revenue budget where required
Proactive revenue management including sales tracking & performance
Gross margin management, including price adjustments and product sales blend
Expense management, including FOC stock, stock adjustments & claim approvals
Ensure all FOH staff adhere to our client cash handling procedures, being responsible for all safe, floats and petty cash monies
Recruitment & Staff Development
10%
Identifying strengths and weaknesses of our client floor team, to plan and allocate services accordingly
Drive a strong and sustainable team culture of resilience, that is in keeping with our client brand and guest-first experience
Induct, orientate and provide onboarding training for all new our client floor team members with the view of reducing staff turnover rates
Assist in maintaining a reporting structure to ensure all our client floor team members are regularly appraised and reviewed
Recognise and reward outstanding staff performance including but not limited to service delivery and knowledge acquisition
Take corrective action when needed for poor staff performance, following our client management system
Manage succession planning for our client floor team
Review manpower requirements and proactively forecast needs to allow recruitment processes
Proactively seek out new talent to join our client floor team
Accela Recruitment Services Pte Ltd
EA License: 15C7529
EA Personnel No: R22107085