A Front of House Manager is a professional who oversees the operations of the customer-facing areas in establishments such as restaurants, theaters, hotels, and event venues. They are responsible for ensuring that guests have a positive experience from the moment they arrive until they leave the premises. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Front of House Managers.

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Main Responsibilities of a Front of House Manager

The following list describes the typical responsibilities of a Front of House Manager:

Adhere to

Adhere to budget in relation to both sales control and expenditure.

Analyze

Analyze sales and guest feedback to identify areas for improvement.

Assist in

• Assist in managing product POS updates.

• Assist the General Manager in hiring, training, developing and evaluating employees.

• Assist the General Manager or Assistant General Manager with all aspects of restaurant operations.

• Assist the General Manager with all aspects of restaurant operations.

• Assist with catering events tied to shows.

• Assist with marketing program including liaising with liquor representatives.

• Assist with training existing staff and new hires.

Attend

Attend Management training and meetings as and when required.

Beverage

Beverage recipe creation and upkeep of recipe data base.

Build

Build a positive work environment.

Coach

Coach staff on a daily basis.

Collaborate with

• Collaborate with kitchen staff to ensure timely food delivery.

• Collaborate with marketing teams to promote the venue.

Communicate

Communicate clearly and effectively, both orally and written.

Complete

• Complete all care file documentation.

• Complete all food production sheets.

• Complete weekly / monthly rotas and wage forecasting.

Conduct

• Conduct performance evaluations for front-of-house staff.

• Conduct pre-shift meetings to communicate expectations.

Control

Control cash and other receipts by abiding by all company policies and procedures.

Coordinate

• Coordinate internal meetings and support were necessary.

• Coordinate reservations and seating arrangements.

• Coordinate with vendors and service providers.

Create

• Create and change procedures for staff as required.

• Create and maintain a clean, organized and efficient work space.

Determine

Determine staffing levels and schedule staff to ensure that adequate staffing is available.

Develop

• Develop and maintain relationships with regular customers.

• Develop and update menus in collaboration with chefs.

• Develop a restaurant culture of growth minded team members and leaders.

• Develop menus based on client's specifications and contracts with the AKM.

Drive

Drive high brand standards at all times.

Ensure

• Ensure adequate coverage in all areas at all times.

• Ensure all catering orders are prepped, executed, and delivered appropriately.

• Ensure all staff are executing guest service model.

• Ensure a positive and welcoming atmosphere for guests and staff.

• Ensure compliance with health and safety regulations.

• Ensure every guest receives the Buka Maranga experience and leaves eager to return.

• Ensure high level of cleanliness.

• Ensure procedures are followed and hold staff accountable when they are not.

• Ensure reception is covered between the hours of 7.30am and 6pm.

• Ensure rooms and staff costs are in line with monthly budgets.

• Ensure serving and bar staff are following procedures and provide guidance.

• Ensure stewardship systems are taking place throughout the restaurant.

• Ensure that bar equipment is cared for in such a way as to maximize useful life.

• Ensure that excellent levels of service are being delivered to the guests during service.

• Ensure that food is served at a high quality, and that recipes are abided by.

• Ensure that guests feel welcomed upon arrival and throughout their experience.

• Ensure that reception is covered at all other times (holidays, sickness, security cover etc).

• Ensure visitors to the Bloom & Wild office have the best possible experience.

Establish

Establish beverage program and seasonal specials.

Foster

Foster a positive and fun company culture.

Give

Give the guest suggestions & recommendations based on their wants or needs.

Go

Go out in the community and promote the brand.

Guest

• Guest interactions & community engagement.

• Guest satisfaction ratings.

Handle

• Handle emergencies and resolve conflicts as they arise.

• Handle guest inquiries, complaints, and special requests.

• Handle guest refunds, financial queries and transactions.

Help

• Help grow the business by engaging with local business's and residents.

• Help Prepare schedules and ensure that the restaurant is properly staffed for all shifts.

• Help with the completion of weekly / monthly rotas and wage forecasting.

Implement

• Implement and enforce standard operating procedures.

• Implement strategies to increase guest satisfaction and loyalty.

• Implement training programs for new hires.

Incorporate

Incorporate this into training, ongoing development, communications and everyday culture.

Increase

Increase customer delight & satisfaction.

Interact with

Interact with guests to add to their experience as well as obtain feedback.

Keep

Keep those ambitions in sights and imagine where JLL can take you....

Lead

• Lead by example and inspire a high level of professionalism among staff.

• Lead by example, communicating clearly every step of the way.

Liaise with

Liaise with medical professionals.

Log

Log and report regular preventative and required maintenance of equipment.

Maintain

• Maintain and oversee day-to-day Security and Operations for assigned venues.

• Maintain a number of business and professional community contacts.

• Maintain a positive attitude that promotes teamwork within the restaurant.

• Maintain a positive working relationship with staff, venue client and production team.

• Maintain a safe and secure environment for patrons, artists, and the property.

• Maintain cleanliness and organization in the dining area.

• Maintain inventory on all beverage products.

• Maintain vision alignment with the Operator and the leadership team.

Manage

• Manage budget and inventory.

• Manage budgets and control costs.

• Manage cash handling procedures and reconcile daily sales.

• Manage culinary program in conjunction with WPC culinary and marketing team.

• Manage daily labour costs.

• Manage labour costs (ensuring sufficient coverage / sending staff home during slower times).

• Manage people as well as ensures that all patrons and employees have a high quality experience.

• Manage the guest flow to ensure efficient seating.

• Manage, train, and review Security Staff as necessary.

Meet

• Meet & greet all those entering the building in a warm, professional and polite manner.

• Meet with potential event clients to discuss menu options.

• Meet with restaurant culinary team to organize following weeks group / catering orders.

Monitor

• Monitor and maintain restaurant equipment.

• Monitor daily prep production of food.

• Monitor daily prep production of food to ensure readiness for service periods.

• Monitor inventory and order supplies as needed.

• Monitor social media and online reviews for guest feedback.

Notify

Notify the General Manager of any repairs required in the restaurant.

Order

Order office supplies to ensure proper equipment is available across the venue at all times.

Oversee

• Oversee financial aspects of first class bar / concession stand operations.

• Oversee inventories, ordering, receiving, rotation of stock and internal control.

• Oversee prices, costing, and specials pertaining to liquor service.

• Oversee speed of service and completion of goals.

• Oversee the Security Staff schedule and timesheets of assigned venues.

• Oversee the setup and breakdown of tables and decor.

Own

Own desk plans, hot desking arrangements, seating arrangements for the Team.

Perform

Perform venue maintenance and cleaning as assigned.

Place

Place weekly ordering of all beverage requirements based on timing of events.

Plan

Plan and execute promotional events and special promotions.

Prepare

Prepare weekly FOH schedule to maximize both productivity and cost controls.

Provide

• Provide staff development and training, brand awareness.

• Provide supervision to the serving and bar staff when the Front of House Manager is away.

• Provide support to the team during busy times.

• Provide team leadership and direction.

Record

Record and enter data for guests / contractors attending site.

Run

Run the restaurant in the General Managers absence, to the model standards and operating practices.

Schedule

Schedule, trains, manages, and develop staff.

Source

Source and order branded merchandise for our Team, working closely with our Brand Team.

Stay updated on

Stay updated on industry trends and competitor activities.

Supervise

• Supervise and prepare FOH cleaning schedules and side duty lists.

• Supervise employees and reinforcing company policies and expectations.

Support

• Support achievement of budgets in area of the FOH labour, beverage costs and purchasing.

• Support building tours for VIP guests to site.

• Support events, travel and meeting room bookings etc..

• Support Front of House Manager with any tasks that are requested.

• Support hourly team in their roles.

• Support ongoing development of all FOH staff.

• Support the General Manager in creating a positive company culture.

• Support the management of receptionists, Farmhands, Coordinators, Car Wash Attendants and Porter.

• Support the management team in the front of house and in the back.

Train

• Train and cultivate talent.

• Train and supervise alcoholic beverage service.

• Train, supervise, and schedule front-of-house staff.

Understand

• Understand how a beverage cost is achieved and how to trouble shoot irregular numbers.

• Understand how a labour cost is achieved and how to trouble shoot irregular numbers.

Uphold

• Uphold all company Policy and Procedure.

• Uphold brand standards and values.

Upkeep

• Upkeep and maintenance of surveillance system.

• Upkeep training manuals and policies for security staff.

Welcome

Welcome guests and provide exceptional customer service.

Work with

• Work alongside departments and supplier partners with regards to site vehicles and guest cars.

• Work alongside the Estate Manager with regards to all site vehicles and guest cars.

• Work with Events Coordinator on special functions.

• Work within the leadership teams in pursuit of excellence in Front of House.

• Work with vendors to increase positive cost results.

Most In-demand Hard Skills

The following list describes the most required technical skills of  a Front of House Manager:

1. Proficiency in restaurant management software (e.g., POS systems).

2. Knowledge of food and beverage service techniques.

3. Understanding of health and safety regulations.

4. Inventory management and purchasing skills.

5. Financial acumen for budgeting and forecasting.

6. Ability to analyze sales data and trends.

7. Basic knowledge of food preparation and presentation.

8. Familiarity with reservation systems.

9. Understanding of liquor laws and regulations.

10. Facility management and maintenance skills.

11. Proficiency in Microsoft Office Suite.

12. Knowledge of food safety and sanitation practices.

13. Ability to create and interpret reports.

14. Menu planning and pricing strategies.

15. Project management skills for event coordination.

16. Time management and organizational skills.

17. Basic accounting knowledge for cash handling.

18. Familiarity with marketing and promotional strategies.

19. Understanding of cost control measures.

20. Technical troubleshooting skills for equipment maintenance.

Most In-demand Soft Skills

The following list describes the most required soft skills of  a Front of House Manager:

1. Excellent communication skills for interacting with guests and staff.

2. Leadership and team management abilities.

3. Problem-solving and decision-making skills.

4. Customer-focused mindset and empathy.

5. Adaptability and flexibility in a fast-paced environment.

6. Conflict resolution and negotiation skills.

7. Attention to detail and accuracy.

8. Positive attitude and resilience.

9. Time management and prioritization skills.

10. Emotional intelligence and interpersonal skills.

Conclusion

Front of House Managers play a crucial role in ensuring the smooth operation and success of customer-facing areas in various establishments.