Job Summary:

As the Front of House (FOH) Manager at Pholklore Lorne, you will oversee all FOH operations to deliver an exceptional dining experience that aligns with our relaxed, casual atmosphere and high standards of customer service. This role involves managing the FOH team, ensuring smooth daily operations, maintaining a welcoming venue, and upholding our values of quality, hospitality, and teamwork.

Key Responsibilities

Customer Service:

• Greet and assist guests with a warm, friendly, and professional demeanor.

• Ensure a positive, seamless, and memorable experience for all patrons.

• Address and resolve customer inquiries, concerns, and complaints promptly and effectively.

Staff Management:

• Recruit, train, mentor, and schedule FOH staff, fostering a collaborative and high-performing team.

• Conduct regular performance evaluations and provide coaching for staff development.

• Build a positive workplace culture that aligns with Pholklore’s values.

Operations Management:

• Oversee day-to-day FOH operations, including table assignments, service flow, and cleanliness.

• Coordinate with kitchen and bar teams to ensure smooth service transitions.

• Monitor inventory and ensure FOH supplies are adequately stocked.

Safety and Compliance:

• Ensure adherence to health and safety standards, including food safety protocols.

• Train staff on emergency procedures and maintain compliance with workplace regulations.

Financial Management:

• Manage cash and POS transactions with accuracy.

• Support reporting on daily sales and assist in budget oversight for FOH operations.

Communication:

• Serve as the primary point of contact for FOH operations and customer interactions.

• Provide regular updates and feedback to senior leadership.

• Collaborate closely with the kitchen and bar teams to optimize service delivery.

Qualifications

Education:

• High school diploma or equivalent required. A degree in hospitality or business management is advantageous.

Experience:

• Previous experience in a supervisory or managerial role in hospitality or customer service is advantageous (minimum 3+ years preferred).

Skills:

• Proven leadership and team management skills.

• Exceptional interpersonal and communication abilities.

• Strong multitasking and problem-solving skills.

• Competency in financial management, including POS systems and inventory control.

• Familiarity with systems such as Tanda, Restoke, and Microsoft Office.

Personal Attributes:

• Friendly, approachable, and guest-focused.

• Calm under pressure with excellent decision-making skills.

• Detail-oriented and organized.

• Adaptable to the dynamic needs of a fast-paced environment

Working Conditions

• Flexible schedule including evenings, weekends, and public holidays as required.

• Ability to stand, walk, and remain active during shifts.

• Occasional lifting and moving of objects as needed.

Benefits

• Competitive salary ($80,000 annually).

• Annual leave and sick leave entitlements.

• Time off in lieu for additional hours worked.

• Staff discounts on meals and beverages.

• Opportunities for career growth within Pholklore.

• Uniform provided.