Overview:

Masa NY LLC is looking for a Floor Manager to join our growing team! The Floor Manager is responsible for overseeing and managing the restaurant’s operations, supervising operations team, and service staff, conducting training, and providing excellent service to guests.

The Floor Manager is expected to support all departments with relevant inquiries. The General Manager needs to demonstrate strong leadership abilities, communicate effectively and thoroughly, and is mindful of staff and operational needs.

Primary Responsibilities Include, but not Limited to:

Supervising Staff:

• Manage employees, ensuring that the correct standards and methods of service are maintained.
• Be able to recognize where help is needed and aid staff on the floor during service.
• Partakes in the interviewing and candidate selection process.
• Assigning tasks and responsibilities to employees according to their skills and position.
• Providing clear instructions and guidance on completing assigned tasks.
• Monitoring the performance and productivity of employees.
• Conducting regular check-ins and team meetings to understand employee’s concerns.
• Providing regular feedback to help employees perform their duties efficiently.
• Helping employees develop additional skills and knowledge through staff development and training sessions.

Monitoring Operations

• Regularly Inspecting work areas to identify areas for improvement.
• Ensuring proper resource allocation, such as personnel, equipment, and materials.
• Identifying and addressing operational inefficiencies, such as inefficient workflows or quality control issues.
• Ensure that all agreed standards of service are supervised and adhered to.
• Ensure the Company is always compliant with Department of Health standards.
• Follow all Company performance standards and implement Company protocols and policies throughout the operations.
• Monitoring restaurant inventory and communicating any items the restaurant requires.
• Implementing preventive and corrective measures to ensure minimal downtime or delays.
• Communicate all operational concerns and suggestions to the Director of Operations.

Customer Service/Guest Experience:

• Know, understand, and implement all aspects of the Company’s steps of service.
• Provide friendly, courteous, and professional service.
• Demonstrates a high standard of personal appearance and ensures good personal hygiene.
• Listening to customer concerns and resolving issues promptly.
• Escalating complex or unresolved complaints to the relevant departments.
• Following up with customers to collect feedback and ensure they have no additional issues.
• Documenting customer feedback for future reference.

Training Employees:

• Assist newly hired employees with the onboarding process when needed.
• Provide monitored job-specific training and guidance.
• Communicate performance expectations, goals, and key performance indicators to all employees.
• Fairly measure all new employees’ progress and document performance to review during probational period.
• Follow training guidelines and enforce Company protocols for all new hires.
• Provide coaching, additional training, and reviews/assessment to all employees that require it.

Knowledge, Skills and Abilities Required:

• 3+ years of fine dining management experience.
• Food Handler’s License (Required).
• Strong leadership and people skills.
• Knowledge of New York Department of Health standards and protocols.
• Familiar with NY State and Federal Labor Standards/Laws.
• Computer Skills (Microsoft Office 365, Spreadsheets, and POS Software).
• Analytical skills - the ability to compare, contrast and quality check work.
• Strong written and verbal communication skills.
• Familiar with hospitality industry’s best practices.