GUEST EXPERIENCE

• Manage guest relations and ensure customer satisfaction.
• Monitor the effectiveness of workflow and Sequence of Service during service periods
• Address guest concerns and resolve issues swiftly and professionally.
• Maintain a strong floor presence, greeting guests, and ensuring they are well-served
• Anticipate guests' needs and provide personalized service
• Handle guest inquiries, complaints, or requests promptly and professionally
• Follow the GCS Restaurant Sequence of Service to ensure guests have a memorable dining experience

SERVICE OPERATIONS

• Ensure that FOH operations run smoothly, including table assignments, table turnover, reservations, and special requests.
• Monitor food and beverage delivery times and overall service quality.
• Assist in taking orders, overseeing the flow of service, and responding to guest needs.
• Coordinate closely with the kitchen and bar teams to ensure smooth service
• Maintain & actively use a database of customer details/ history and other strategies that assist in guest recognition.
• Monitor staff performance and provide feedback to the Supervisor / Assistant Restaurant / Restaurant Manager
• Address/solve any service issues or complaints promptly and professionally.

COMPLIANCE & STANDARDS

• Ensure that health, safety, and hygiene standards are strictly followed.
• Ensure adherence to restaurant standards for food quality, presentation, and service.
• Enforce service protocols and procedures.
• Monitor completion of weekly cleaning schedules.
• Conduct regular inspections to ensure the cleanliness and readiness of the FOH area
• Complete knowledge of how to use the Due Diligence Book Front of House part
• Maintain a detailed log of all maintenance tasks
• Maximize sales and profit by providing excellent value and service and utilizing suggestive and upselling techniques.
• Maintain a working knowledge of relevant sections within the Company Food Hygiene SOP and assist the management to ensure the Outlet meets these standards at all times.

OPERATIONAL

• Assist the Supervisor / Assistant Restaurant / Restaurant Manager with daily reporting and analysis of sales and customer feedback.
• Work closely with other departments (kitchen, bar, and management) to ensure consistent

communication

• Assist in managing FOH inventory, ensuring adequate stock levels of service items such as cutlery, napkins, and condiments.
• Report shortages or equipment issues to the Supervisor / Assistant Restaurant / Restaurant Manager
• Oversee the daily operations of the restaurant, ensuring smooth service flow.
• Efficiently and promptly arrange tables for groups of customers who arrive without reservations, ensuring a seamless dining experience.
• Contribute to the implementation of marketing activities to achieve desired results.

PEOPLE MANAGEMENT

• Supervise Captains and waitstaff, ensuring efficient service and adherence to company standards.
• Oversee the work schedules and assignments for the FOH team
• Provide guidance and training to Captains and junior staff
• Lead the Shift Briefings to communicate daily specials, promotions, and key operational updates
• Assist in ensuring that colleagues are aware of the relevance and importance of their activities and how they contribute to the outlet's objectives.
• Prepare and participate in the daily briefings and attend meetings as required
• Assist in evaluating the performance of Captains and service staff
• Provide coaching, feedback, and development opportunities for team members
• Assist with onboarding of new FOH team members
• Demonstrate trust, support and respect towards team members in day-to-day work activities.
• Train service colleagues in suggestive selling and up-selling techniques to assist in achieving maximum profitability.
• Communicate new or amended procedures to relevant colleagues promptly, ensuring they have been understood
• Assist in controlling department forms and records according to the Company and Brand standards for Document Control