Foh Manager

2 weeks ago

London, Canada The Wave Restaurant, The University Students Council, Western University Full time

Position Title: FOH Supervisor, The Wave Restaurant

Supervisor: Senior Manager, Hospitality Services

Hours of Work: Full-Time

**OVERVIEW**:
**The FOH Restaurant Supervisor will oversee the activities of the service staff, expedite customers orders as required, manage reservations and large parties, and ensure the completion of restaurant closing duties and the cleanliness of the restaurant.**

The FOH supervisor is heavily involved with the coaching and development of the part-time hourly FOH staff and will take necessary action to address poor staff performance. In addition the FOH Supervisor should strive to achieve exceptional customer service and ensure that customers have an amazing restaurant experience.

DUTIES AND RESPONSIBILITIES:
**Operational**
- Direct on shift management of the Wave dining room. This includes managing customer flow and seating, reservations, large party execution, food & beverage quality control and overall customer experience
- Work hands
- on expediting food from the Kitchen and support behind the Bar/Floor as business volume and staffing level dictate
- Ensure daily execution of the USC’s Safe Alcohol program at the Wave. This includes maintaining daily logs, conducting reporting, working with third party security and ensuring all staff are following SmartServ training and upholding all AGCO, USC and Western Alcohol Policies
- Ensure completion of all Wave closing duties. Using the daily restaurant closing checklist, ensure that all equipment is turned off, doors are closed & locked and all cleaning / stocking duties are completed
- Ensure all on-shift catering is set up and executed to meet customer specifications and delivers on all details communicated on the Service Agreement
- 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 The Wave’s recipe specifications and standards
- Ensure food & beverage quality and 100% customer satisfaction
- Effectively deal with and remedy any on-shift customer complaints
- Strive for maximum efficiency and continual improvement of staff productivity
- Perform table visits during each shift to check in to ensure the quality of the Wave customer experience. Follow up on any consistent deficiencies with Service and Kitchen staff.

**Financial**
- Reconcile all tills and cashouts to daily sales reads and ensure the completion of all EOD financial reports
- Complete daily labour cards and make punch adjustments as required
- Ensure daily counting of all Bar products through the Wave inventory management software and follow up on any discrepancies
- Reconcile and track daily all Western One transactions and ensure all receipts are signed and free of alcohol purchases
- Process payments and track all catering billing on the POS system. Ensure they are completed on the same shift the catering or event took place

**Student Development / Training**
- Help to recruit, interview, hire and discipline when necessary, part-time FOH hourly team members.
- Develop employees by providing ongoing feedback, establishing performance expectations and ensure the completion and delivery of two performance appraisals for all Wave bar and Service staff, once per semester.
- Motivate and train all Wave FOH staff using the Wave’s Learning Management System as well as provide hands-on in-person training.
- Assist in the development of all Wave FOH training materials and policies in cooperation/approval of the Bar Manager.

**Cleaning, Maintenance and Health & Safety**
- Ensure the Occupational Health & Safety Act, local health and safety codes, as well as USC Safety and Security policies are adhered to
- Promptly complete incident reports / forms for all accidents, injuries and incidents that take place in the Wave and notify Senior Manager of any incident of injury, violence, harassment or other significant occurrence
- Execute daily, weekly and monthly FOH cleaning lists
- Maintain a fun, safe atmosphere for patrons and staff
- De-escalate conflict between staff and customers, supporting Wave staff when dealing with difficult customers, attempting to discontinue the service of alcohol or dealing with an intoxicated patron
- Use third party security or CCPS to eject any unruly persons or a patron who is over intoxicated. Use the Safe Way Home program when patrons are removed from the Wave who may not be able to get home safely
- Ensure proper cleaning and preventative maintenance of the Bar / catering areas, glass dishwasher, alcohol storage areas and the dining room. These duties should be completed as set out by The Wave standard operating procedures and local public health guidelines
- Ensure all chemical safety guidelines are followed including proper chemical labelling and the use of PPE by staff
- Ensure safe lifting procedures are being adhered to during event and catering set up in The Wa

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