Floor Manager

Location

Lethbridge, AB | Canada

Job description

Description

Reports To Head Office / Owner

Summary of Position Oversee, direct, and coordinate the planning, organizing, training, and leadership necessary to achieve stated objectives in sales, costs, employee retention, guest service and satisfaction, food quality, cleanliness and sanitation. Must have a minimum of 3 years hospitality experience, and one year in a supervisory minimum role.

Activities & Responsibilities

Schedule Management: Create a weekly schedule for the Front of House (FOH) staff in accordance with company policies, ensuring schedules are maintained at least 7 days in advance. Complete daily clock approvals. The head office will oversee the final schedule approval. Responsible for overseeing wage costs in accordance with monthly target reports provided by (HO). This includes strategically scheduling staff to optimize efficiency and meet financial objectives, ensuring effective management of labour expenses while maintaining operational excellence. Best Practice: maintain a schedule 14 days in advance, publishing a new schedule weekly on a consistent day. Liaise with management of adjacent hotels to project sales and labour requirements based on occupancy. Consider events occurring at nearby venues such as Exhibition grounds to anticipate sales peaks.

Inventory and Supplies: Prepare FOH orders to maintain a 7-day supply of required items and restaurant inventory. Coordinate with the HO for final orders with vendors. (For GFS orders, liaise with the Executive chef for placement.)

Mission Alignment: Act consistently with the business's mission: to foster a friendly restaurant atmosphere, achieved through high-quality food and beverages, exceptional customer service, sales growth, cost control, and a commitment to treating employees and customers like family.

Policy and Procedure Compliance: Ensure all restaurant policies, procedures, standards, specifications, guidelines, and training programs are followed and completed promptly.

Legal Compliance: Monitor and enforce compliance with Alberta Gaming and Liquor laws, such as verifying proper identification from patrons. Oversee compliance with federal, provincial, and municipal regulations related to health, safety, and labour requirements for employees and guests.

Operational Excellence: Achieve company objectives in sales, service, quality, facility appearance, sanitation, and cleanliness through employee training and fostering a positive work environment.

Food Quality Control: Monitor food preparation methods, portion sizes, presentation, and taste to ensure alignment with the restaurant's recipes and serving standards. Investigate and resolve customer complaints regarding food quality and service using the established Code Green/Code Red policy.

Inventory and Delivery: Follow procedures for receiving deliveries and ensure all invoices are submitted for verification by HO.

Hands-On Approach: Perform some food preparation and service tasks, such as table clearing and serving, when necessary, fostering an "all hands on deck" mentality.

Staff Management: Recruit, interview, hire and train qualified servers, bartenders, hosts and FOH expo positions as necessary to meet labour demands of the restaurant. Organize and direct worker training programs and address personnel issues in collaboration with HO. Administer corrective action in accordance with company policies and procedures, using forms provided by HO. (e.g., demerits, well-documented and uploaded to push).

Continuous Improvement: Review work procedures and operational challenges to identify opportunities for enhancing service, performance, and safety.

Equipment Maintenance: Ensure all equipment is clean and in excellent working condition through regular inspections and adherence to preventative maintenance programs.

Flexible Support: Fill in for fellow employees as needed to maintain guest service standards and efficient operations.

Marketing and Promotion: Collaborate with HO to develop, plan, and implement restaurant marketing, advertising, and promotional activities and campaigns (e.g., live music events, and Halloween parties).

Best Practice: coordinate advertising materials with head office at least 1 month prior to events to ensure effective lead time for promotions. Christmas menus and Christmas Party packages should be printed and ready to email/distribute to prospective parties in September.

Guest and Reservation Management: Coordinate large parties and events, developing special menus collaboratively with executive chef and head office when required, and facilitating team and tour bus bookings. Collaborate closely with the kitchen lead and front of house staff to ensure efficient communication and execution of guest preferences. Attention to detail in reservation tracking, table assignments, server section assignments, and timely communication with guests is essential.

Competitive Edge: Play a crucial role in maintaining a cutting-edge beverage program that aligns with the company’s brand while meeting customer preferences and market demands. Regularly review and update beverage menus, staying abreast of industry trends, conducting market research, and collaborating with the head office to implement innovative and trendy offerings.

Reputation Management: Engage in initiatives to enhance and safeguard the restaurant’s public image. This includes monitoring online reviews, addressing customer feedback promptly, and implementing strategies to enhance overall guest satisfaction. Collaborate with the marketing team/head office to highlight positive aspects of the restaurant, manage social media presence, and participate in public relations efforts.

Staff Engagement: Organize and plan staff social activities, including recommending at least one annual event (e.g., Christmas Party) and frequent or monthly activities.

Documentation: Maintain a "Systems Binder" for reference and compliance purposes.

Staff Management: Oversee staff, manage schedule changes, and address front-line staff concerns effectively. Creating a favorable first impression for our guests and contributing to a positive team atmosphere heavily relies on the way we present ourselves. As managers, it is imperative that we uphold a superior standard of grooming and appearance. Please consult the Front of House Dress Code for specific guidelines. This role demands a time commitment of a minimum of 44 hours per week, with flexibility to extend up to 60 hours during busy periods or unique operational circumstances. The manager is expected to adapt their schedule to meet the dynamic demands of the restaurant environment, ensuring efficient operations during peak times. Floor Managers are expected to appoint someone in charge or supervisor, capable of assuming key elements of their role in their absence, due to vacation or voluntary time off. Coordinate vacation with HO. Floor Managers are expected to be accessible 24/7. Your availability is crucial for addressing emergencies, addressing understaffing issues, and providing guidance or counseling to employees in the case of significant guest grievances or emergency situations. If faced with challenging circumstances, communicate with the Head Office for additional support as needed.

EXCEPTION: If a manager is clearly impaired by alcohol (or other), they may not interact with customers in a management capacity, reprimand employees or make serious decisions requiring level judgement. This responsibility must then be passed to the “on-duty” manager or supervisor, or in serious cases head office (operations manager or business owner).

Tools & Technology (examples in parentheses) Printers Personal computers, ipads or tablets Point-of-sale terminals and workstations Electronic mail software (Microsoft Outlook) Inventory management software (Beer Saver) Point-of-sale software (Global) Spreadsheet software (Microsoft Excel) Scheduling and time accounting software (Push) Reservation management software (Libro) Reputation management software (Nice Job)

Job tags

Salary