Front of House Manager

5 months ago

London, Canada The Spoke - The University Students Council, Western University Full time

The Spoke is an on-campus venue at Western University and has three distinct high volume areas to the business. A fast casual walk up kitchen, one of the busiest cafes in the city, and a pub / bar seating area. We host weekly night programming and are a great venue for students to enjoy events, caterings and the big game. We have over 150+ part time employees and a large management team that supports all of the aspects of the Spoke.

We are looking for experience, but more importantly we are looking for someone with great character and doesn't mind going the extra mile because they are passionate and love coming to work with us everyday.

The first year is a one year contract that can either turn into a second one year contract or could become permanent at that time.

Job title

FOH Manager, Spoke

Reports to

Site Manager, Spoke

Job purpose

The FOH Manager will oversee the Bar program which includes creating and maintaining all bar standards, driving sales through creative and innovative promotions, and building relationships with alcohol suppliers and vendors. This position will work with Spoke staff and third party security to ensure full and complete execution of the Spoke’s Safe Alcohol Service program, while creating a safe environment for all customers and employees.

In addition, the FOH Manager is responsible for day to day operations at the Spoke including staffing the Bar and host positions, cost controls, active floor management and administrative duties.

Duties and responsibilities

**Operational**
- Manage daily Spoke operations, executing Bar and Host scheduling, Bar product ordering, maintaining Spoke standard operating procedures and developing restaurant team members
- Manage the overall bar and beverage program for the Spoke including, cocktails, beers, garnishing and non-alcoholic beverages
- Lead the creation and maintenance of cocktail lists including new and innovative products and combinations while keeping in mind costing and speed requirements
- Direct on shift management of Spoke dining room including oversight and delegation of duties to host staff, bartenders & third party security
- Provide leadership, support, training and hands on assistance when required in the Kitchen and Cafe
- Ensure daily execution of the Spoke’s Safe Alcohol program. This includes maintaining daily logs, reporting, working with third party security and ensuring all staff are following SmartServ training and upholding all AGCO, USC and Western alcohol Policies
- Ensure the completion of the daily restaurant closing checklist. Check that all equipment is turned off, doors are closed & locked and all cleaning / stocking duties are completed
- Regular scheduling of third party security guards for day to day operations as well as Spoke bookings and special events
- Maintain items and pricing on Spoke online ordering / delivery platforms
- Attend all USC and Food & Beverage meetings as required
- Other duties as assigned

**Customer Experience**
- Maintain fast, accurate service, positive guest experience and ensure products are consistently made to Spoke recipe specifications and standards
- Ensure Food & Beverage quality and 100% customer satisfaction
- Effectively deal with and remediate any onshift customer complaints
- Ensure all Bar staff and hosts are knowledgeable when it comes to Spoke Products and recipes, which contributes to the overall customer experience
- Strive for maximum efficiency and continual improvement of staff productivity

**Financial**
- Reconcile all tills and cashouts to daily sales reads and ensure the completion of all EOD financial reports
- Ensure the accurate and timely input and adjustment of part-time labour on a shift by shift basis and the completion of bi-monthly payroll on the 1st and 16th of every month for the Spoke
- Ensure daily counting of all Bar products through Free Pour inventory management software and follow up on any discrepancies
- Ensure a safe audit is conducted at the close of each shift in accordance with Spoke standard operating procedures
- Conduct monthly physical inventory counts of all liquor, wine, beer, draught beer and non alcoholic beverages. Counts must be completed at close on the last business day of each month and be delivered to the Site Manager and Senior Manager by 4pm at the latest on the 1st of each month
- Reconcile and track all Western One transactions daily and ensure accuracy between settlement and CBORD
- Manage daily tip out for host and bar staff

**Student Development / Training**
- Recruit, interview, hire and discipline when necessary, part-time Bar & Host team members and ensure the Spoke is appropriately staffed to cover all scheduling needs and turnover
- Develop employees by providing ongoing feedback, establishing performance expectations and ensure the completion and delivery of two performance appraisals for all Spoke bar and host staff, one per semester
- Motivate and train all Spoke part-time Bar and Host staf

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