Front of House Manager

Folino Estate•Kutztown, PA

11d

About The Position

The Lounge/Hospitality Manager is responsible for the daily operation and management of the Lounge, including supervising and training team members, delivering excellent guest relations and customer service, and reporting to the General Manager. The role also assists with banquet operations as needed. The manager oversees front-of-house personnel and operations, coordinates with the Kitchen Manager, Bottle Shop Manager, and Winery Concierge, manages Lounge inventory and cash drawers, and supports a positive experience for all guests. Responsibilities also include scheduling, training, team development, recruitment support, and maintaining cleanliness, sanitation, and health and safety standards.

Requirements

A minimum of 2 to 5 years of management experience in a full-service restaurant with table service and a full bar; wine service is preferred.
Strong leadership skills.
Excellent customer service skills.
A successful track record in previous assignments demonstrating upward career progression.
Strong communication skills.
Dependability, reliability, and motivation.
Computer knowledge.
RAMP or TIP certification.

Nice To Haves

Wine service experience in a full-service restaurant.

Responsibilities

Open and close the facility according to operating procedures.
Oversee completion of each department’s opening and closing duties accurately and on time.
Assist with Bottle Shop management when the Bottle Shop Manager is absent.
Assist with banquet function management as needed.
Work closely with the Kitchen Manager to provide a seamless guest experience.
Coordinate with the Bottle Shop Manager and Winery Concierge to support guests visiting with or without reservations.
Manage front-of-house personnel, including Tasting Hosts, Food & Drink Runners, Bartenders, and Hostesses.
Order and maintain Lounge inventory, including liquor, wine, napkins, cleaning supplies, dishware, and takeout supplies.
Supervise, schedule, and train team members, including approving or denying requests for days off.
Balance daily and nightly cash drawers and POS.
Mediate front-of-house and back-of-house issues.
Attend team member meetings as assigned or necessary.
Hold pre-shift meetings with the Bottle Shop Manager and front-of-house staff.
Address employee issues appropriately and conduct regular team meetings to build rapport and keep colleagues informed.
Ensure team schedules are provided two weeks in advance.
Communicate departmental goals and measure progress.
Conduct quarterly performance reviews and provide counsel as needed.
Assist with recruitment, review employment applications, conduct interviews, and provide new employee orientation according to procedures.
Assess additional training needs and provide ongoing training opportunities.
Ensure training programs are implemented and measured regularly.
Train team members in customer service, winery and wine information, suggestive selling, and wine club promotion.
Deliver superior customer service and provide leadership focused on the guest experience.
Ensure daily cleanliness and maintenance in each department.
Orchestrate and control customer seating during peak business times.
Handle guest complaints according to guidelines, offer solutions, and follow through through the proper channels to prevent future issues.
Ensure guests leave with a positive experience.
Monitor and enforce health, safety, and sanitation standards in public areas.
Assist team members during busy periods by expediting or running food, pouring water, bussing tables, polishing silverware, and seating guests.