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Club Manager

3 months ago

New Orleans, United States Common House Full time

Who we are

Common House is a modern social club with locations in Richmond, VA, Charlottesville, VA, Chattanooga, TN, and New Orleans, LA. More than a membership, the Houses provide inclusive spaces to dine, work, and discover through daily programming, unique amenities, and connection opportunities with other members.

Position Summary

The club manager is responsible for the execution of daily club operations and guest satisfaction by leading the FOH staff to be compliant with service standards and protocols as well as providing the necessary tools, information, and other resources to the team. 

Responsibilities include but are not limited to:

  • Member & Guest Experience
    • Managing daily floor operations and soliciting member feedback to optimize guest satisfaction and the member experience
    • Working with the Dir. of Hospitality and management peers to design service protocols
    • Using the PMS (Seven Rooms) to collect information and preferences about guests to better serve them upon future visits
    • Driving speed and efficiency of service while upholding standards
    • Forging connections with membership, and encouraging the same of the team
    • Performing table visits to assess needs, disruptions in service, and ascertain current guest needs
    • Communicating openly with the AGM and/or GM regarding each shift
  • Service & Employee Relations
    • Upholding service standards through exemplary leadership and direct communication with all team members
    • Identifying vulnerabilities in service to implement solutions and strengthen established service standards
    • Completing regular performance reviews and provide frequent feedback
    • Maintaining a positive working relationship with all management team, admin, and all staff
    • Ensuring scheduled staff are present, on time, and monitor any overtime and avoidable payroll discrepancies
    • Supporting FOH staff in all service needs
    • Maintaining open communication between the kitchen and front of house
  • Staff Development
  • Prepare and hold daily pre-service (DUS) meetings
  • Train staff according to the service training manuals 
  • Conduct frequent testing for staff on menu knowledge
  • Conduct follow-up testing for staff after more formal training classes
  • General and Administrative Conduct
    • Operating the club in full compliance with ABC regulations.
    • Operate the bar program in full compliance with Health Department regulations.
    • Adhere to all employee policies outlined in the CH Employee Handbook
    • Answer all emails and communication in a timely manner
    • Works with management team to ensure all invoices are properly coded and logged
    • Assists GM in increasing profitability by capturing revenue and minimizing theft and waste
    • Maintaining par levels of daily operating supplies and collateral
    • Maintains proper count of cash registers and performs nightly audits
    • Checking daily for damaged items in need of documenting in the CH Maintenance Journal
    • Adopt a management style that is professional, productive, and positive

Education & Experience: 

  • Bachelor degree a plus but not required. 
  • Minimum 1 year management experience in the hospitality industry

Skills and Abilities: 

  • Excellent communication skills 
  • Excellent customer service skills
  • Proficient multitasking 
  • Ability to recall and memorize menu items
  • Ability to work well in a high-paced and at times stressful environment
  • Ability to work late nights and weekends
  • Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems
  • Ability to use software and technology for communication, reporting, and programming the pos 
  • Must have physical ability to access all areas of the facility, withstand prolonged standing, stretching, bending, kneeling, lifting and carrying items, work indoors, being exposed to hot/cold surfaces, steam, wet floors and sharp knives is required and withstand environmental factors include noise, dust, cigarette smoke (if applicable) etc. . .
  • Professional appearance and demeanor

Physical Requirements:

Prolonged periods of time walking, standing, and on one's feet. Must be able to carry 15 pounds repetitively.