Floor Manager

JOB TITLE: Service Floor Manager

STATUS: Regular, Exempt

DEPARTMENT: Front of House

SUPERVISOR: Executive Leadership, Owners

OVERVIEW:

An Eat Well Manager will play a key role in providing support to the General Manager and management team. This role is responsible for overseeing all aspects of hospitality with an emphasis on maintaining service expectations, food and beverage quality, standards of front-of-house operations, and upholding a high level of guest satisfaction.

ESSENTIAL DUTIES:

• Manage execution of service standards daily
• Provide strategic direction to the General Manager, Floor Manager(s) and Sommelier(s) in regards to maintaining high level of service
• Oversee training and development of hourly employees on service model, service expectations and technique

GENERAL EXPECTATIONS

• Act with integrity, honesty and knowledge that promote the culture, values of Andros Taverna & Mano a Mano
• Is knowledgeable of and upholds the policies of Eat Well Hospitality as it applies to conduct, expectations, and procedures.
• Ensure that all guests feel welcome and are given responsive, professional, gracious service at all times
• Recognize or seek areas for staff, restaurant improvement and offer positive solutions for change.
• Operate within the restaurant on a daily basis with efficiency, respect and professionalism
• Understand completely all programs, procedures, standards, specifications, guidelines, and training programs.
• Understand philosophy of management and owner.
• Display consistent attention to detail and follow through with all policies and procedures.
• Represents the market professionally through effective communication, cooperation and relationships with all business partners.
• Collaborates with the team to create a culture and work environment based upon respect; fostering opportunities for the team to learn, grow and develop their abilities.
• Offer positive solutions to problems or issues and be a voice that is part of the decision making team.

ESSENTIAL JOB FUNCTIONS

• Lead guest service on the floor
• Ensure highest level of hospitality is being displayed during shifts
• Open and close store as scheduled.
• Responsible for daily Preshifts and Floor plan.
• Conduct facilities walk through, communicating maintenance issues that need to be addressed
• Review Log and contribute notes daily.
• Responsible for helping to achieve targeted sales goals.
• Collect, review and report guest feedback.
• Ensure that employees comply with health and food safety standards
• Address complaints regarding food quality or service
• Manage staff schedules as delegated from the GM
• Manage budgets and payroll records including daily tips
• Continue to establish higher standards for personnel performance and customer service

DAILY EXPECTATIONS:

• Engage with the Open Table platform, understanding incoming reservations, VIPs, special guest requests, dietary restrictions
• Attend manager/chef meetings daily to review guest list with opening team
• Oversee service focus calendar and update weekly with management team
• Assist in restaurant set up, ensuring mise en place of all applicable plateware, silverware and glassware
• Attend pre-shift meetings. Take charge of reviewing guest list; noting VIPs, first time diners, server assignments and special requests
• Daily team management of expectations during service, making “in-the-moment” adjustments with staff to properly execute procedures
• Coach Captains and Backwaits on timing, resets, coursing and service technique
• Be well-versed in our menu items in order to field questions and make recommendations with a personal touch
• Observe guests’ needs throughout their experience to ensure they receive high quality service; Make note of guest preferences and requests for future reference
• Relay any guest preferences and requests for future reference to host team
• Assist in all areas of operation during service including sommelier, captain, host, runner, manager.
• Assess opportunities to enhance the guest experience through specialized offerings and guest-specific initiatives, thinking and working outside the box to deliver unique memories to guests
• Participate in staff education programming, including preparing training materials and communicating trainings with team members, as assigned by department heads, and assisting day-of training sessions
• Participate in employee development processes, including providing feedback to management for performance reviews, supporting employees, responding to employee questions, and escalating all employee issues or concerns for further action as determined to appropriate department heads
• Participate in weekly management meetings
• Be a leader in developing and cultivating a professional and growth-focused positive work environment
• Support team with special projects, tasks, and duties, as required for restaurant operations

POSITION GOALS:

• Maintain consist delivery of service standards
• Expand the knowledge of hourly employees
• Develop management team’s ability to coach on expectations
• Broaden impact to multiple concepts 

MEASURABLE GOALS:

• Increase guest service scores across all platforms (4.8 or higher)
• Build on our customer database
• Develop service goals that enhance the service model

FUTURE OBJECTIVES:

• Standardize service expectations across multiple stores
• Ensure all stores are working in unison (using the same tools, up to date on current promotions/initiatives, consistent style of service for the concept, etc.)
• Leverage business trends to drive stores performance and maximize bottom line returns