Front of House Manager

Designation: Front of House Manager / Maitre d’
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