Front of House Manager

7 months ago

Stellenbosch, South Africa The Wine Glass Stellenbosch Full time

**ABOUT THE ROLE**:
The Wine Glass, a restaurant and wine bar in Stellenbosch, seeks a skilled Front of House Manager to oversee front of house management and customer service. Responsible for setting and maintaining SOPs, training and managing the FOH team, and ensuring a welcoming ambience, success in this role is measured by seamless guest experiences, profitability through cost control, and exceptional service. The Front of House Manager plays a pivotal role in the organisation, collaborating with the Chef and management team, contributing to marketing strategies, and impacting overall profitability and reputation as a premier dining destination in Stellenbosch.

**Responsibilities**
- Develop and maintain comprehensive Standard Operating Procedures (SOPs) for staff training and operational management.
- Ensure smooth functioning of the Front of House environment, including layout, appearance, and ambience, adhering to established SOPs.
- Manage and train FOH employees, handle rostering, recruitment, and employee welfare.
- Maintain exceptional customer service standards, promptly resolving any issues to ensure a positive guest experience.
- Oversee daily cash-ups, record breakages, and manage petty cash and company credit card transactions.
- Efficiently manage inventory, including wine, spirits, non-alcoholic beverages, and barista stock, to maintain optimal stock levels.
- Implement strategies to control wastage, achieve profitability, and manage input-cost percentages.
- Assist in planning and organizing functions and events, collaborating with the Chef and customers to meet their needs.
- Foster effective communication and collaboration between FOH and Back of House teams.
- Contribute creative ideas for marketing and promotions to increase guest numbers and average spend-per-head.
- Attend Operations meetings with management and be available for off-site emergencies.

**Qualifications**

Education: A bachelor's degree in hospitality management, business administration, or a related field is preferred but not always mandatory. Relevant certifications or diplomas in hospitality or restaurant management are also valuable.

WSET level 2 or above preferred (And/or similar wine qualifications).

Experience: 2+ years of progressive experience in the hospitality and wine industry, particularly in roles like restaurant management, guest services, or supervisory positions, would be beneficial. Previous experience in a similar Front of House managerial role is highly desirable.

Leadership Skills: Strong leadership and team management abilities are essential to effectively lead and motivate the Front of House team.

Customer Service Expertise: Exceptional customer service skills and a proven track record of maintaining high customer satisfaction are crucial for this role.

Communication Skills: Excellent communication and interpersonal skills to effectively interact with guests, staff, and other stakeholders.

Problem-Solving: Demonstrated ability to handle and resolve issues, conflicts, and customer complaints in a professional and efficient manner.

Organisational Skills: Effective organisational and time-management abilities to manage the FOH environment, staff, inventory, and events efficiently.

Financial Acumen: Basic understanding of financial management, including cash handling, budgeting, and cost control.

Attention to Detail: An eye for detail to maintain high standards of appearance, ambience, and service.

Adaptability: Flexibility to work in a fast-paced environment, handle emergencies, and adjust to changing business needs.

Health and Safety Compliance: Knowledge of health and safety regulations in the hospitality industry to ensure a safe and hygienic environment for customers and staff.

Networking and Marketing: Familiarity with marketing strategies and the ability to network with customers and potential partners to drive business growth.

A good sense of humour

Ability to commute/relocate:

- Stellenbosch, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- hospitality management: 2 years (required)

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