Restaurant Service and Floor Manager

Position Summary:

The Restaurant Service and Floor Manager is responsible for the daily operations in the Restaurant/Bar and Room Service. The role entails maintaining staffing levels to ensure that guest service, operational needs and financial objectives are achieved. Responsibilities include ensuring Guest and Employee satisfaction while maintaining profitability. Accountable to ensure standards and legal obligations are followed.

Core Work Activities:

• Ensures staff is working together as a team to ensure optimum service and that guest needs are met
• Ensures compliance with all restaurant policies, standards, and procedures
• Ensures all employees have proper supplies, equipment, and uniforms, and grooming
• Hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model
• Coordinates job assignments and cross-training between and within shifts
• Supervises processes and manages floor operations regarding service, timing and quality
• Provides feedback to employees based on observation of service behaviors
• Supervises daily shift operations and serves guests alongside staff
• Understands wine menu offerings. Recommends to guests and trains staff on upselling all beverages and wines
• Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results

Conducting Day-to-Day Restaurant Operations:

• Leads all daily pre-meals and line-ups
• Operates POS system and ensures information and prices are current
• Manages Open Table app and reports for management team
• Monitors dining floor for seating availability, service, safety, and well-being of guests.
• Completes work orders for maintenance repairs
• Coordinates room service orders and follows up on tray retrieval
• Coordinates torch lit dining set up
• Communicates to Chef and General Manager any issues regarding food quality and service levels
• Assists in achieving or exceeding budgeted goals
• Opens and closes restaurant shifts (POS)
• Works behind the bar to cover bartender’s days off
• Completes scheduled inventories of alcohol, tableware, glassware, menus, and requisitions new supplies as necessary

Providing Exceptional Customer Service:

• Greets guests in a warm, friendly, and professional manner
• Becomes familiar with guest names and acknowledges them by name
• Interacts with guests to obtain feedback on product quality and service levels
• Personalizes all services and anticipates guest requests whenever possible
• Constantly displays outstanding communication and guest relations skills
• Demonstrates a professional attitude in all interactions with guests, hotel staff, and vendors – both in face-to-face discussions and over the telephone
• Handles guest problems and complaints
• Reviews comment cards and guest satisfaction (Guest Folio, Open Table) results with employees 

Assisting in Human Resource Activities:

• Leads on-going training initiatives
• Uses all available on the job training tools for employees
• Communicates performance expectations in accordance with job descriptions for each position
• Coach and council employees regarding performance on an on-going basis

Relationships:

• Reports directly to the General Manager
• Interacts with General Manager, Front Office Manager, Executive Housekeeper, Chef, as well as individuals outside the hotel including suppliers
• Cooperates and communicates with all department heads as required
• Handles employee questions and concerns

Skills & Experience Required:

• Previous experience in a similar role with a thorough knowledge of restaurant operations including bartending, cuisine, wines, service techniques, and guest interaction
• Visual ability to observe employees in the workplace, analyze operations and detect situations of concern such as employee performance, grooming, training, policy adherence and morale
• Genuine passion and enthusiasm for the hospitality industry and for providing exceptional service standards
• Excellent attention to detail
• Computer literate
• Read, write, and speak English fluently