FOH Floor Manager - Full Time

Purpose of the Role

To ensure operational excellence and exceptional customer experience is delivered by the team, to provide support, direction, and coaching for the team, making Yummy Yorkshire a great place to work.

Customer / People Leadership

• Coordinating daily restaurant management operations to ensure smooth running of the day
• Motivating the Front of House team to deliver excellent food and drink service maximising customer satisfaction and ultimately sales opportunities
• To allocate tasks to ensure team has right skills and experience for assigned areas
• Responding efficiently and accurately to customer complaints
• Responding to customer enquiries (phone & in person) in a warm, friendly, and timely manner to ensure potential bookings are secured, and special requests noted
• Completing opening check lists to high standards to ensure the business is ready for the start of the day (external seating and cushions in place, restaurant clean and set up correctly.)
• Effective management of the shift organising lunches and reassigning tasks to ensure excellent customer service
• Checking booking system and making notes of any special requests (high chairs, pre orders, allergens) and ensure team is aware
• Ensure staff are operating within SOPs and that parlour and restaurant is restocked as required
• To provide support and coaching to the team as required, stepping in when areas are struggling and under pressure
• To be a positive role model for the team, approachable and someone they trust to come to with issues
• To catch people doing things right and ensure you praise and thank team members for a job well done
• To keep calm and level-headed under pressure setting the right tone for the day

Commercial Performance

• To ensure staffing levels are in line with sales and to be proactive in managing costs to meet the targeted staff percentage without compromising the customer experience
• To actively drive sales and performance to positively impact on the overall business performance
• To have a good understanding of sales targets and how the team can positively impact on them
• Controlling stock and ordering to ensure appropriate supplies across the restaurant and parlour business
• To ensure cashing up is done effectively and all cashing up sheets filled in correctly
• Creation of planned and organised posts for social media including content creation to drive brand awareness and covert to leads/ customers.

Compliance

• Understands and fulfils all health and safety, hygiene, and food safety and Allergens responsibilities in line with procedures and standards - including all daily checks / procedures HACCP temp sheets
• Ensures the team are following all guidelines and procedures and promotes a culture of safe working
• Supports the Production and Compliance manager to ensure that all new starters are inducted on all compliance elements before they start working on the floor.
• Assist the Fire Marshall in the evacuation of the premises in the event of a Fire Alarm

Effective Communication

• Briefing staff at the start of their shift so they are fully informed on key information and targets and feel motivated and engaged in driving the success of the business - specials etc
• To meet with the Restaurant Manager weekly providing update/ feedback on any operational or staff issues and to positively contribute to the meeting and engaging with the development of the business.
• Highlight areas that need action to the General Manager and/or Directors when the Restaurant Manager is not available.
• Responding quickly and professionally to customer complaints both in person and on the phone

Person Specification

• Demonstrated exceptional standard of work - example of Yummy Yorkshire's standards
• Motivated
• Excellent role model and ambassador for the brand
• Excellent team working skills - ability to inspire and motivate others
• Has a desire to learn
• Flexibility
• Has exceptional standards of attention to detail
• Hard working
• Leadership and confident
• Approachable and supportive