Manager, Front of House

**Manager, Front of House**

**Reports To**:Senior Manager, Hospitality Services

**Mission**: _To create an environment that inspires a passion for student success._

**Desired Results of the Position**:

- Exceptional hospitality service focused on delivering exceptional customer service to all members of the community
- A collaborative work culture initiated by Managers empowers all staff to deliver excellent work.
- An operation dedicated to coaching and mentoring staff

**Nature and Scope**:
Reporting to the Senior Manager, Hospitality Services, the Manager, Front of House (MFH) will lead the front-of-house operations. They will primarily focus on the Observatory and assist Wolves Den
Restaurant and Students' Association Catering operations. The individual is accountable for creating and implementing operational standards to ensure safe and efficient daily operations. The MFH will build effective relationships with all Managers and staff. They will help design, train, and execute programs that build customer loyalty and deliver exceptional customer service. The MFH will lead the front-of
- house training and develop a culture of coaching and mentorship. They will empower all staff to meet or exceed the Students' Association's commitment to quality. This position requires that the incumbent establish harmonious and productive relationships with the Students’ Association Board and staff, college officials, student groups and the outside community.

**Job Duties**:

- Work together with other staff to create a positive work environment that produces a high level of satisfaction among all customers, staff, fellow employees, and clients.
- Hire, train, and schedule staff, both full and part-time employees.
- Ensure that venues are sanitary and a safe work environment at all times.
- Responsible for beverage ordering and assist processing related invoices ensuring sufficient stock levels.
- Supervise all aspects of daily front-of-house operations; including service, temperature logs, cleaning schedules, opening and closing checklists, equipment maintenance schedules, etc. are completed to the highest quality standards and timely.
- Assist to develop, establish, and maintain effective catering and venue rental operations.
- Develop and maintain positive relationships with all vendors and suppliers. Ensure that the Observatory has a wide selection of products and the best pricing possible.
- Develop and implement training programs that enable part-time staff to quickly and effectively learn the skills required to become effective staff team members.
- Accountable for all inventories; responsible for managing inventory counts and ensuring their accuracy.
- Accountable for food and beverage cost of sales, and labour costs for front-of-house staff.
- Manage waste, and drive profitability.
- Provide direction, motivation, leadership, and coaching to all front-of-house staff.
- Assist development of new menu items on an ongoing basis.
- Identify new potential areas for increased business.
- Support promotion and market research for the operation in partnership with the Communications and Marketing Department.
- Manage Coach and discipline employees when required. Ensure that all policies and standards are followed.
- Create and manage effective reward and incentive programs for front-of-house staff. Encourage staff excellence and the highest commitment to customer service at all times.
- Balance cash tills and deposits
- Safe and proper use of equipment both set-up and takedown procedures.
- Supply feedback on guest comments in a timely fashion.
- Maintain all required food service sanitation certifications (food-safe, etc.)
- Must be trained and adhere to all provincial requirements and standards regarding Workplace Health & Safety, and Workplace Hazardous Material Information Systems.
- Familiar with all the first aid stations, supplies and equipment. Report any injuries or accidents as well as close calls to the manager on duty immediately.
- Circulate regularly throughout all Front of House areas, maintaining a positive profile with guests and staff.
- Ensure all front-of-house staff wear clean and proper uniform attire at all times when working.
- All other duties as assigned

**Core Competencies**:

- Leadership
- Teamwork
- Coaching and Mentoring
- Communication
- Time Management
- Problem-Solving
- Decision Making and Judgement
- Planning and Organizing
- Enforcing Laws, Rules and Regulations (AGCO)

**Desired Skills and Qualifications**:

- Three years of work experience in hospitality management.
- The position requires that the incumbent establish harmonious and productive relationships with Students’ Association Board and staff, college officials, student groups and the outside community.
- Demonstrated ability to lead a team.
- Excellent training, coaching, and mentoring skills are essential
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques
- Ability