Job Description
Front of House Manager
Executive Summary
The Front of House Manager is the primary architect of the guest journey. This role is responsible for every touchpoint a customer experiences, from the initial greeting to the final farewell. Operating at the intersection of hospitality, operations, and sales, the FOH Manager ensures that the service is seamless, the atmosphere is curated, and the staff is inspired to deliver excellence.
Key Responsibilities: Front of House Manager
1. Guest Experience & Relationship Management
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Atmosphere Control: Maintain the visual and sensory appeal of the establishment, including lighting, music levels, temperature, and general cleanliness.
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Guest Engagement: Actively circulate the floor during service to build rapport with guests and identify VIPs or regular patrons.
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Conflict Resolution: Resolve guest complaints with diplomacy and professional “service recovery” techniques, ensuring no guest leaves dissatisfied.
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Brand Ambassadorship: Ensure the team embodies the brand’s values and aesthetic in every interaction.
2. Operational Leadership
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Floor Management: Oversee the daily flow of service, managing seating charts and reservation systems (e.g., OpenTable, SevenRooms) to maximize capacity without compromising service quality.
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Standard Operating Procedures (SOPs): Develop, implement, and audit SOPs to ensure consistency in service delivery across all shifts.
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Inter-departmental Liaison: Act as the primary bridge between the Front of House and Back of House (Kitchen/Operations) to ensure clear communication and timing.
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Health & Safety: Ensure the Front of House Manager area complies with all local health, safety, and liquor licensing regulations.
3. Team Development & Human Resources
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Recruitment: Source, interview, and onboard high-caliber service staff.
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Training & Mentorship: Conduct continuous training on service etiquette, product knowledge, and behavioral standards.
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Performance Management: Conduct performance reviews, manage staff grievances, and foster a positive, high-energy team culture.
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Scheduling: Create efficient labor rotas that balance operational needs with labor cost targets.
4. Financial Performance & Sales
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Revenue Growth: Drive “Upselling” and “Suggestive Selling” programs to increase the average check size.
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Financial Integrity: Oversee daily cash handling, end-of-day reporting, and reconciliation of POS (Point of Sale) systems.
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Cost Control: Monitor breakage, supply usage, and labor hours to protect the bottom line.
Candidate Requirements: Front of House Manager
| Requirement | Specification |
| Experience | 5+ years in hospitality, with at least 2 years in a management/supervisory role. |
| Education | Bachelor’s Degree in Hospitality Management, Business, or equivalent experience. |
| Technical Skills | Mastery of POS systems, reservation software, and Microsoft Office Suite. |
| Soft Skills | High emotional intelligence (EQ), exceptional public speaking, and crisis management. |
| Availability | Must be able to work flexible hours, including nights, weekends, and public holidays. |
Key Performance Indicators (KPIs)
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Guest Satisfaction Score (GSS): Achieving target ratings on review platforms (TripAdvisor, Google, internal surveys).
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Labor Cost Percentage: Keeping FOH staffing costs within the budgeted range.
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Staff Retention: Maintaining a low turnover rate through effective leadership and engagement.
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Average Check Growth: Demonstrating a month-over-month increase in per-guest spend via upselling.
Work Environment Front of House Manager
This is a high-pressure, fast-paced role that requires the manager to be on their feet for extended periods. It demands a “lead by example” approach, where the manager is willing to step into any role—from hosting to clearing tables—to ensure service remains fluid.
