The Restaurant Floor Supervisor at La Residence is responsible for overseeing all aspects of service in the hotel’s dining rooms. This role is a personal contact point with all guests and oversees all Front of House staff on shift, from Waiters to Bartenders, Baristas, Wine Stewards and Runners. The incumbent will embody the welcoming, genuine and warm hospitality that The Royal Portfolio strives to provide all guests, and ensure that all staff in the dining rooms provide superior, personalised service. This will ensure that as a team we live up to the company’s purpose, which is “To give our guests a complete experience and a perfect stay” . MAIN DUTIES & RESPONSIBILITIES Plan, supervise and control various operations, working closely and supporting the Restaurant Manager and Duty Managers. Anticipate guests’ needs, respond promptly, acknowledge all guests and resolve complaints, ensuring guest satisfaction. Constant effective communication with managers and supervisors regarding any guest or staff issues. Encourage and motivate staff with a positive attitude. Operate POS (point of sale) and maintain security of system. Follow the correct cash up and management of bills and house accounts, incl cash and credit card transactions. Manage Waiters, Bartenders and Runners by ensuring the smooth running of the floor and that duties are carried out in a professional and timeous manner. Maintain excellent product knowledge (food, wine, spirits, etc). Prepare weekly staff rosters if need be. Conduct service briefings. Ensure all Front of House staff adhere to the ‘Company Code of Conduct’ and ‘Standard Operating Procedures’ Monitor staff closely to identify any transgressions throughout service so that these can be addressed immediately. Monitor staff service levels to establish any areas that require attention or further training and provide training where required. Ensure the correct set up for functions and bookings for the day. Ongoing menu and beverage training as well as developing regular tests. Monitor staff breaks and general time keeping. REQUIREMENTS, QUALIFICATIONS & EXPECTATIONS A diploma in Hospitality Management or a Hotel School qualification will be given preference A relevant wine qualification (WSET 1 or 2) 3-5 years’ experience in a luxury hotel & restaurant environment, at least 2 years’ in a Senior or Supervisor role Excellent Food and Beverage knowledge within a 5 star service property or restaurant Proven experience in hosting discerning guests, and pre-empting and resolving any uncomfortable situations. Knowledge of the following software: Opera (Property Management System) at Operator Level; Micro’s POS (point of sale); Microsoft Office Word, Excel and Outlook; Google Docs Strong organisational skills and ability to multitask Ability to stay calm under pressure A willingness and passion to serve Presentable and well groomed Ability to work long hours, day and night, including weekends and holidays. Excellent verbal and written communication in English is essential, additional languages are a plus A passion to learn, teach and drive improvement in employees International travel and work experience (in a similar role/ establishment) will be advantageous Own transport a plus Must live locally and be familiar with the restaurants, wine farms and venues in and around Franschhoek. It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio. South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document. Please note it is a condition of employment, that all staff undergo a pre-employment polygraph test.
