Position Overview:
This leadership role is responsible for maintaining the service standards of the staff and ensuring a memorably good experience for customers. This person is responsible for operations during specific shifts, playing a hands-on role by keeping an eye on the bigger picture. He/she is usually required to complete paperwork as well. Core responsibilities include:
- Ensure service standards are always maintained.
- Maintain hygiene standards for all food and beverage operations.
- Ensure sufficient training is provided throughout the year to maintain high service quality standards.
- Ensure all food and beverage material is kept tidy and well stored.
- Always maintain breakage of material to the strict minimum through associated training and proper storage.
- Ensure briefings are carried out on a daily basis to keep the staff well informed at all times with new promotions, alongside any issues that need to be discussed from the previous day.
- Ensure guest comments/complaints, concerning any department, are forwarded to the relevant department, so corrective action can be taken efficiently and promptly.
- Ensure beverage quality standards meet or exceed guest satisfaction and reflect the theme of the restaurant.
- Ensure FOH team motivation.
A restaurant log book should be completed by the Restaurant Manager and supervisor on a daily basis, containing the following details:
- Number of covers
- F&B revenue
- Total revenue
- Guest complaints during the operation
- Kitchen issues and other external and internal issues
Objectives Brief
Consistent high level of Health & Safety standards, cleanliness, communication and organizational skills. Ensuring a exceptional guest experience. Accountable for audit and constant training of staff.
Duties
- Constantly abide by all Health & Safety Standards set up by government municipality.
- Complete P.I.C. Certification with passing score.
- Must always have a high standard for guest interaction, respectfulness of local cultures and general understanding that our patrons are GUESTS and not customers.
- Follow all SOPs within company.
- All daily, weekly and monthly reports are to be completely filled out as required.
- Adhere to all audit points.
- Fully responsible for restaurant whilst Restaurant Manager is not on duty.
- Assist in ordering appropriate levels of food and supply stock based on business need while maintaining SOH and ensuring minimal loss.
- Ensure Hospitality staff is properly trained in all facets of their personal AOR and Job Descriptions. This includes personal knowledge and accountability for all direct reports job descriptions.
- To hold staff accountable for all AORs and Job Descriptions.
- To approach all dine in guests, at table, ensuring a positive dining experience.
- Handle guest comments, both positive and those that identify an area of opportunity to ensure that the guests leave the restaurant satisfied.
- Coach and help develop team members; help resolve dysfunctional behavior, facilitate understanding of problem solving and team work. Create and uphold a learning environment.
- Maintain high levels of communication with staff and management following Lines of Communication.
- Adhere to proper use of all chemicals. Ensuring to follow guidelines set on the chemical container label.
- Able to attend to other tasks as deemed necessary by Management.