Front of House Manager

Purpose of Role

To ensure the café at Lakeland stands out from competitors for memorable and extraordinary customer service, supporting the delivery of a profitable café business.

Scope of the Role

Lead the Front of House team to deliver extraordinary service. In addition, work collaboratively with the Chef Manager to manage the café P&L and supporting the Chef Manager as a co-leader of the café business and all café colleagues.

Major Accountabilities of Role

• Create a culture of extraordinary customer service by role modelling the service standards required and coaching colleagues to deliver on these standards.
• Lead the front of house team, connecting their day to day activities to the café goals, by conducting a daily shift briefing as part of a Plan:Do:Review cycle.
• As the customer facing representative of the café ensure the voice of the customer is heard by actively soliciting reviews (TripAdvisor, FB and Google) and ensuring the feedback is shared, actioned whereappropriate and the customer is responded to satisfactorily.
• Alongside the Chef Manager, manage the café P&L by ensuring daily staffing schedules match customer demand; monitoring payroll costs, how they affect the P&L and producing rotas accordingly. 
• Ensure the beverage assortment meets customer needs by taking accountability for the hot and cold beverage range, stock ordering and pricing.
• Understand cashing up processes and be able to troubleshoot if required, helping the supervisors if necessary.
• Follow all H&S and company compliance processes and action any daily & weekly administration tasks. 

Knowledge & Experience

• Experience of working within a food environment to deliver excellent service & operational standards
• Experience of leading teams and working with the public
• Continually applies a commercial & customer happiness mind-set 
• Has a genuine interest and knowledge in all areas of the cafe including relevant compliance standards
• Has a basic knowledge of P&L and the factors influencing this within business
• Operationally proficient in Microsoft Excel 

Capabilities

• Passionate about delivering extraordinary customer service
• Possesses strong communication and interpersonal skills and is able to coach and guide team members
• Builds positive relationships with all team members and customers
• Operates in an organised, efficient, confident and patient manner to deal with all situations
• Able to multi-task and work under pressure
• Sets high service standards on a daily basis and fully embraces opportunities for improvement
• Numerate and able to interpret data