Food Service Operations Manager

1 week ago

Philadelphia, Pennsylvania, United States Middle Child Clubhouse Full time

About Middle Child Clubhouse

Middle Child Clubhouse is an employee-first company that values kindness, community orientation, and a pleasant work environment. We are seeking a highly skilled Food Service Operations Manager to lead our front-of-house operations for both morning and evening services.

The successful candidate will oversee the entire operation, including managing staff, ensuring seamless service delivery, maintaining facilities, and collaborating with the Executive Chef to create an exceptional guest experience. This role requires a strong leader who can drive innovation, foster teamwork, and promote a culture of excellence within our fast-paced environment.

Key Responsibilities:

  • Lead Front-of-House Operations
    • Promote a respectful and inclusive environment that prioritizes employee well-being and growth
    • Onboard new staff members according to company procedure
    • Run weekly payroll, ensuring accuracy in hours worked, tip distribution, PTO, and deductions
    • Collaborate with the Ops Manager to update the Employee Handbook, yearly calendar, and Manager Manuals
    • Create opportunities for staff bonding and continued education
  • Define, Document, and Improve FOH Service
    • Engage with guests to build strong relationships and better understand their dining experience
    • Maintain steps of service and a space that aligns with our concept, guests needs, and staffing structure
    • Maintain up-to-date Operations Manuals and Training Procedures to deliver on that service
    • Identify consistent pain points with our service and space, creating long-term solutions with systems and training
    • Ideate new ways to keep our guests excited and build the systems to implement them
    • Maintain a singular guest experience across AM and PM service
    • Oversee R&D and Ordering for the Café and Bar programs, ensuring proper food cost and ordering
  • Manage Service Managers and Teams
    • Ensure both Service Mangers are relentlessly completing their responsibilities and daily checkpoints
    • Touch base with Service Managers every day and host formal check-ins with each Manager once per week
    • Double check schedules to make sure they reflect volume, RTOs, trainings, and individual skill sets (7shifts)
    • Ensure Service Managers are training staff according to Training Procedures and assist when needed
    • Create useful Daily Documents, like Allergen Guides and Cleaning Checklists for the Service Managers
    • Pinpoint areas of improvement for the Service Managers and help them to solve them
    • Facilitate communication between Service Managers to avoid lapses in the guest experience
    • Assist the Service Managers in their daily responsibilities and cover the floor when need be
  • Oversee Employee Raises and Reviews
    • Make sure Service Managers are conducting employee reviews for each employee every 6 – 7 months
    • Review rough drafts of employee reviews from service managers and provide thoughtful feedback
    • Provide Ops Managers with a final employee review and compensation recommendations 7 days prior to the scheduled review
    • Create and maintain a Raise and Review document for all positions in the FOH and Bar
  • Manage FOH Technologies
    • Monitor and optimize Resy, alongside the PM Service Manager
    • Manage the Clubhouse Gmail Inbox, forwarding emails to the appropriate Service Managers when required
    • Write a monthly email to all FOH and BOH managers, detailing upcoming reviews, events, sales trends
    • Ensure Toast POS, printed menus (Canva), online menus (Sanity), Resy, OOMA, and Loyalist are always up-to-date
    • Organize our Google Drive and provide access when needed
    • Monitor Toast financials to manage voids, comps, and refunds and to pinpoint ways to drive revenue
    • Respond to online reviews and customer complaints in a professional manner
  • Collaborate with the BOH Team
    • Foster a positive relationship between the FOH and BOH teams
    • Work with the Executive Chef to ensure that our menu aligns with our concept, guest needs, and staffing structure
    • Communicate with the Executive Chef to ensure the BOH delivers on our style and pace of service
    • Monitor data (Toast sales, trends, reviews, anecdotal evidence from staff) to provide food and costing recommendations to the Chef
  • Coordinate Events
    • Maintain our Events Manual, Events Planner, and optimize our events offerings
    • Respond to event leads in a thoughtful and timely manner, ideally within 48 hours
    • Book events using the Events Form, collect payments, create calendar invites and run-of-shows documents, and follow up prior to the event
    • Communicate events to Service Managers and Executive Chefs in a timely manner, to allow for appropriate menu planning and staffing
    • Distribute a weekly Events Email to detail this week's events and providing the run-of-show
  • Facilities and Compliance
    • Ensure all facilities and equipment are in working order and that all teams have sufficient equipment and tableware
    • Conducting mock Health Inspection drills during the month prior to Health Inspection
    • Ensure Ramp Certification and Serve Safe
    • Pay monthly rent
    • Order linens
  • Exhibit Organizational and Improving Abilities
    • Provide a weekly to-do list to Ops Manager and Ownership, outlining the week's priorities and making note of long-term tasks
    • Adhere consistently to the daily schedule provided by our Ownership and Ops Manager
    • Utilize any organizational tactics that allow you to deliver on your duties relentlessly and thoughtfully
    • Show emotional regulation, professional consistency, attention to detail, and a growth mindset
    • Ask for help before it's too late

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