Job Description
Job Description
Summary of Position:
An elevated hourly leadership position focused on driving sales, genuine hospitality, and the highest possible level of technical service for all Novecento guests. Creates guest relationships, directly drives incremental sales, delivers information on Novecento promotions, offerings, and events/perks, and ensures the best possible service. The Hospitality Manager is responsible for setting up, running, and closing down shifts, but while guests are in the building the primary focus is leading engagement, service, and sales in a hands-on, side-by-side fashion. Responsible for coaching, correcting, and supporting all FOH team members to ensure warm, caring, engaged, and skilled service for all guests. Hospitality at the forefront of all actions.
Duties & Responsabilities:
- Will set up and maintain dining room MELT throughout their shifts.
- Ensure uniform standards are maintained by all FOH team members.
- Conduct pre-shift meetings with all team members.
- Confirm all clock-ins are correct and reflect the scheduled arrival times.
- Confirm clock-outs are correct and are executed with proper guest service and labor efficiency in mind.
- Make team cuts as necessary as business declines, taking care to maintain the highest possible guest service.
- Ensure the dining room, common areas, restrooms, and restaurant perimeter are in excellent condition after the beginning of the shift and are properly maintained throughout the shift.
- In concert with certified trainers, oversee successful FOH new hire training processes.
- Sales builder Mindset—drive per-visit sales by ensuring that no guest goes without the opportunity to experience everything Novecento has to offer, and build recurring sales by ensuring that visiting guests are aware of the restaurant promotions, deals, LTOs, and events that will drive future visits.
- Handle guest concerns and complaints that occur during the shift by focusing on the goal of complete recovery and guest satisfaction. Handle other guest complaints as needed by employing the B.L.A.S.T. method to listen, apologize and successfully resolve each instance.
- Will partner with the culinary team to properly address and accommodate any and all allergy concerns.
- Successfully complete and properly report guest and team member incidents when they occur.
- Manage the reservation system database, taking advantage of the opportunity to build a profile on each guest that will allow greater understanding of guest likes, preferences, and favorites.
- Oversee all aspects of Private Event execution including BEO execution during shifts, but also site visits, directing decorations, floor plans, run-of-show meetings, menu printing, and lead captures.
- Part of the team responsible for LBW inventory and LBW costs.
- Responsible for leaving detailed logs describing each shift.
- Will assign server stations and oversee sidework and cleaning assignments.
- Oversee the guest rotation to ensure the most efficient and guest-focused seating.
- Will employ operating checklists as needed.
- Validate bar prep, set-up, and execute bar taste & sensory.
- Will confirm all third-party ordering platforms are online, and that 86s and item counts in Toast are correct.
- Understand completely all policies, procedures, standards, specifications, guidelines and training programs.
- Ensure that all guests feel welcome and are given responsive, friendly and courteous service at all times.
- Achieve company objectives in sales, service, quality, appearance of facility and sanitation and cleanliness through training of Team Members and creating a positive, productive working environment.
- Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with restaurant policies and procedures.
- Ensure that all products are received in correct unit count and condition and deliveries are performed in accordance with the restaurant’s receiving policies and procedures.
- Be knowledgeable of restaurant policies regarding team member expectations and responsibilities and administer prompt, fair and consistent corrective action in partnership with GM/AGM for any and all violations of company policies, rules, and procedures.
- Fully understand and comply with all federal, state, county and municipal regulations that pertain to health, safety, and labor requirements of the restaurant, the team members, and the guests.
- Provide advice and suggestions to General Manager as needed.
- Other duties might be assiged.
Qualifications:
- Be at least 21 years of age.
- Must be able to speak, wirte and understand English.
- Have knowledge of service and food and beverage, generally involving at least three years of front-of-the-house operations and/or assistant management positions.
- Possess excellent basic math skills and have the ability to operate a cash register or POS system.
- Be able to work in a standing position for long periods of time.
- Be able to reach, bend, stoop and frequently lift up to 50 pounds.
- Ability to work in a fast-paced, high stress environment, while still delivering on our promises to our guests, ensuring a team-focused environment.