Pretoria: Floor Manager posted by ICTEngage

Job Overview:
The Floor Manager is responsible for ensuring seamless front-of-house (FOH) operations, maintaining exceptional service standards, and supporting both staff and management in delivering a premium dining experience. This role requires strong leadership, attention to detail, and a proactive approach to problem-solving. The Floor Manager oversees daily opening and closing procedures, staff administration, guest service quality, and general operational excellence.

Key Responsibilities:

1. Opening Procedures:

• Unlock all doors, switch off the security alarm, and turn on all lights and air-conditioning.

• Check reservation book, staff shifts (waitrons, bartenders, runners), and manager handover book.

• Review the closing duty sheet and prep communications meetings.

• Allocate waitron duties and cleaning responsibilities by 11:00 am.

• Ensure bathroom and laundry setups are ready.

• Complete the opening checklist and verify that all areas are prepared for service.

2. Guest Experience & Floor Supervision:

• Maintain awareness of the floor, ensuring guests are attended to promptly.

• Monitor guest satisfaction and resolve complaints efficiently.

• Ensure recommendations to guests are accurate, truthful, and align with menu knowledge.

• Provide leadership and guidance to FOH staff, fostering a professional and welcoming environment.

• Address maintenance or operational issues promptly while maintaining guest service.

3. Cleaning & Organizing:

• Oversee FOH and BOH cleaning tasks: windows, floors, tables, ice buckets, butter, bread, and ice replenishment.

• Ensure table setups meet the restaurants fine dining standards.

• Check for new chef recommendations and review them before implementation.

4. Staff Administration & Support:

• Assist with work rosters for kitchen, FOH, general staff, and hostesses.

• Support HR-related staff issues, including leave management, disciplinary actions, and reporting to higher management.

• Answer staff queries and assist with in-house discrepancies or misconduct professionally.

• Promote a friendly and cooperative work environment.

5. General Administration & Financial Oversight:

• Ensure all invoices, payments, and pay-outs are recorded accurately in the POS system.

• Reconcile stock and balance daily, addressing variances promptly.

• Review all promotions, voids, and discounts, ensuring proper documentation.

6. Management Guidelines & Leadership:

• Uphold the highest service quality and standards.

• Demonstrate thorough menu knowledge and guide staff in delivering excellent guest experiences.

• Train and coach FOH staff in conflict resolution, service standards, and problem-solving.

• Be proactive in monitoring the floor and addressing operational issues without compromising guest service.

7. Closing Procedures:

• Supervise FOH and BOH closing tasks, ensuring compliance with prep-sheet counts.

• Verify all bar and kitchen variances are documented and addressed.

• Inspect the floor, kitchen, and bar for issues before dismissing staff.

• Ensure staff clock out correctly, and all equipment is switched off.

• Secure the premises: lock doors, gates, windows, switch off lights, POS systems, air-conditioning, music, and activate the security alarm.

• Observe surrounding premises for suspicious activity and report as necessary.

Qualifications & Skills:

• Proven experience in floor management or FOH supervision in a fine dining environment.

• Strong leadership, communication, and interpersonal skills.

• Excellent organizational and multitasking abilities.

• Ability to handle HR-sensitive issues calmly and professionally.

• Strong problem-solving and decision-making skills.

• Attention to detail with a focus on service excellence and operational efficiency.

• Knowledge of POS systems, stock management, and restaurant administration.

Personal Attributes:

• Professional, approachable, and friendly demeanor.

• Calm under pressure and capable of managing conflict effectively.

• Highly organized and attentive to detail.

• Passion for hospitality and delivering an exceptional guest experience.