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Hospitality Manager
2 months ago
Job Summary:
The Lounge/Hospitality Manager is responsible for the daily operation and management of the Lounge, including the responsibility for supervising and training team members, phenomenal guest relations and customer service, and reporting to the General Manager, as well as assist in banquet operations as needed.
Key Responsibilities:
General Operations:
- Ensure the Lounge is opened and closed in accordance with established operating procedures.
- Oversee the completion of all opening and closing duties of each department in a timely manner.
- Assist with Bottle Shop management in the event of the Bottle Shop Manager's absence.
- Assist with banquet function management as needed.
- Collaborate with the Kitchen Manager to provide a seamless experience for all guests.
- Work closely with the Bottle Shop manager and Winery Concierge to create a positive experience for all guests visiting with or without reservations.
- Manage all aspects of front of house personnel team: Tasting Hosts, Food & Drink Runners, Bartenders & Hostesses.
Administrative Tasks:
- Order Lounge inventory, including Hard Liquor, Wine, napkins, cleaning supplies, dishware, takeout supplies, etc.
- Maintain Lounge inventory.
- Supervise, schedule, and train team members.
- Approve/deny requests for days off.
- Balance all daily and nightly cash drawers and POS.
- Mediate any FOH and BOH issues.
- Attend team member meetings as necessary and assigned.
Team Development:
- Hold pre-shift meetings with the Bottle Shop Manager and FOH staff.
- Address and handle employee issues in an appropriate manner.
- Train team members to have superb customer service.
- Ensure team member training programs are implemented and measured regularly.
- Conduct regular team member meetings to build rapport and ensure colleagues are well informed.
- Provide team members with work schedules for two weeks in advance.
- Clearly project the visions of the department and measure progress.
- Conduct quarterly reviews of team members' performance and provide counsel as needed.
- Assist with recruitment efforts, receive and review employment applications, and conduct new employee orientation following all correct procedures.
- Conduct interviews carefully outlining the functions of the position for which a potential team member is being interviewed for.
- Assess additional training needs and provide ongoing training opportunities.
- Train team members on all information pertaining to Folino Estate Winery, our wines, and how to create a memorable experience that builds brand loyalty among guests.
- Train team members on suggestive selling techniques to increase wine sales and gain repeat customers.
- Train team members in promoting membership to our wine club.
Customer Service:
- Provide and excel at superior customer service to guests and excellent leadership to employees, focusing on the guest experience at Folino Estate.
- Cleanliness and maintenance are performed daily in each department.
- Orchestrate and control customer seating at peak business times.
- Handle guest complaints according to provided guidelines or by offering suggestions and solutions, following through with the proper channels to resolve future issues.
- Ensure guests leave with an overwhelmingly positive experience.
- Enforce and monitor all health and safety procedures and sanitation standards in public areas.
- Assist team members when busy (expedite or run food, pour water, buss tables, polish silverware, seat guests, etc.).
Requirements:
- Minimum 2 to 5 years as a manager in a full-service (table service with full bar and preferably wine service) restaurant.
- Must possess strong leadership skills.
- Must excel at customer service.
- Solid track record of success in previous assignments demonstrating upward career tracking.
- Strong communication skills.
- Must be dependable, reliable, and motivated.
- Computer knowledge a must.
- RAMP or TIP certification.
Benefits:
- Competitive compensation package.
- Medical insurance options.
- Paid holiday and vacation.
- Company dining program.
- Clear path for growth and career advancement.