FRONT OF HOUSE MANAGER

Provide the highest quality level of quality and service to our guests in an incredibly friendly atmosphere. Provide managerial support the GM by directing and coordinating the day-to-day activities to ensure that HCR policies are followed and standards are met. Provide proficiency in supervising and managing operations in order to reach targeted goals for food and beverage costs/sales. Managers are responsible to perform duties of all restaurant positions when necessary. 

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 

Guest Experience & Floor Management

• Act as the primary point of contact for guests during service, ensuring they feel welcome and receive responsive, friendly, and courteous hospitality, while resolving any complaints or service issues quickly and professionally to maintain guest satisfaction.
• Oversee the flow of service and floor operations to maintain proper pacing, table turns, and exceptional guest experiences.
• Monitor completed food and drink orders to ensure that all menus items are prepared, portioned, and presented according to all procedures, specifications, and standards.
• Monitor and maintain dining room cleanliness, ambiance, and readiness in alignment with brand standards.
• Communicate effectively with kitchen leadership to coordinate food service, address delays, and ensure food quality meets company expectations.
• Respond to unexpected staffing or operational challenges during shifts, making adjustments as necessary to maintain service standards.
• Understand seasonality and fluctuations in business and their impact on operations. Utilize OpenTable to adapt to business demands.
• Achieve company objectives in sales, service, and quality, appearance of facility and sanitation and cleanliness.
• Adhere to restaurant budget for labor & operations without sacrificing guest or employee experience.
• Strive to master the craft of food, drink, and merrymaking, with Aloha.

Leadership & Staff Development

• Encourage staff through positive leadership, offering training and development, providing guidance, coaching and support as needed.
• Address and follow up on all employee complaints, concerns, and suggestions.
• Conduct pre-service meetings to relay important updates, menu changes, and service goals for the day. Ensure the meetings are: (1) interactive and Socratic, (2) the master topic list is utilized to cover all vital topics, and (3) pre-service notes are posted and viewable on Hot Schedules for all staff every Monday.
• Document any and all employee issues on Hot Schedules and follow up with consults or write ups as needed.
• Ensure employees complete all tests in HCR Online with an 90% or above prior to being scheduled and ensure certified trainers are designated where necessary.
• Maintain all training and testing materials in HCR Online for pricing, products and policies.
• Complete all 60 day employee reviews within 90 days of employment and all annual employee reviews within 30 days of the employee's anniversary date.
• Recognize and reward employees through programs such as: Po‘okela, Craftsperson of the Month/Year, Thank you cards, Anniversary letters, Birthday cards, Pursuit of Pono etc.
• Participates in company “Leave the World a Better Place” events, representing the FOH team and reinforcing the company’s commitment to community impact.

 

 

Compliance & Safety

• Monitor building, staff, and guests to ensure compliance with health, fire, and liquor department regulations.
• Maintain and improve the physical aspects of the restaurant's front of the house and its operations components as necessary to support the value of exceeding expectations. Coordinate inspections, maintenance, and organization of the FOH area within the overall concept of the restaurant. 
• Respond promptly to guest or employee accidents, incidents, or emergencies, ensuring proper care, accurate documentation, and timely follow-up in accordance with company policies and legal requirements.
• Monitor guests' physical condition when entering the restaurant and bar; monitor alcohol consumption while on the premises to ensure all HCR and county serving policies are followed. Take appropriate steps according to HCR policies to reduce the occurrence of alcohol related issues. 
• Demonstrate working knowledge of applicable state and federal laws including labor, liquor, health, fire, ADA, OSHA, harassment, and discrimination policies.
• Be knowledgeable of restaurant policies regarding personnel, and administer prompt, fair, and consistent corrective action for any and all violations of company policies, rules, and procedures. Ensure terminations are conducted with HR approval and there is clear documentation available when an employee is terminated for poor performance. 

 

Administration & Operations

• Complete and file 1:1 meeting notes each period and file in Dropbox.
• Conduct quarterly department meetings and file agendas on Dropbox.
• Complete and report on assigned line items each period.
• Assist in implementation and management of all HCR policies, procedures, programs, and performance standards; active management procedures throughout scheduled shift.
• Demonstrates job competencies by successfully completing and passing all components of the company’s bi-annual audit.
• Ensure HCR has a rating of 4.2 or better on Open Table reviews and follow up on 5 star and 3 star or below reviews.
• Perform other related duties as assigned by management to support operational needs.
• Report for work on time and uphold expectations for attendance, uniform, and professional conduct. Regular attendance is an essential function of this job.
• Maintain confidentiality and protect access to sensitive information, including company data, employee records, and customer details, by following all protocols and preventing unauthorized access or disclosure.
• Assist with completing the annual FOH Business Plan action steps.
• May serve as a department head, assuming responsibility for schedule writing, conducting departmental meetings, overseeing day-to-day operations, and fostering the development and growth of departmental employees.
• Attends and actively participates in manager meetings, ensuring awareness of company policy changes, initiatives, and operational updates, and communicates key information and action items to the FOH team.
• Ensures labor board accuracy by verifying correct in/out times, confirming employees are clocked in under the appropriate job code, and documenting any variances or irregularities, so the office team can process payroll correctly and maintain compliance.

Qualifications

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Customer Oriented - Ability to take care of the customers’ needs while following company procedures. 

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Working Under Pressure - Ability to complete assigned tasks under stressful situations. 

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Safety - Ability to work safely by following all safety policies and procedures. 

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Communication - Ability to communicate effectively with coworkers, guests, and management to ensure all needs are met. 

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Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions. 

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Management Skills - Ability to organize and direct oneself and effectively supervise others. 

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Goal Oriented - Ability to focus on a goal and obtain a pre-determined result. 

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Teamwork Abilities - Ability to work together with a team in a positive manner to achieve a common goal. 

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Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas. 

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Response to Direction - Receive and follow directions from supervisors.

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Friendly & Energetic - Ability to exhibit a cheerful demeanor towards others and bring energy to the performance of the task. 

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Neat & Well Groomed 

Computer Skills:

Knowledge of Microsoft Office, Hot Schedules, HCR Online, and social media platforms (Pinterest, TikTok, Facebook, Instagram, etc.).
Aptitude to learn new computer software. 

N (Not Applicable)

Activity is not applicable to this position.

O (Occasionally)

Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Position requires this activity more than 66% of the time (5.5+ hrs/day)

 

Stand

C

Walk

C

Sit

F

Manually Manipulate

F

Reach Outward

F

Reach Above Shoulder

F

Climb

F

Squat or Kneel

F

Bend

F

Grasp

F

Speak

C

11-20 lbs

F

21-50 lbs

O

50+ lbs

O

13-25 lbs

F

26-40 lbs

O

50+ lbs

O

• Vision (Near, Distance, Color, Peripheral, Depth)

• Sense of Sound - Hear verbal requests made by guests, coworkers, and managers

• Sense of Smell

• Sense of Taste

• Sense of Touch

• Ability to wear Personal Protective Equipment (PPE) - Non-slip shoes, wear a back belt

if lifting more than 25lbs

Fast paced, high-energy, moderately noisy environment containing multiple personality types. Can become crowded and can become high-pressure.