Front of House Manager
The Front of House (FOH) Manager is a key operational leader focused on delivering exceptional hospitality, guest satisfaction, and team engagement. As a guardian of our brand and culture, the FOH Manager ensures that every guest interaction is fast, accurate, and genuinely welcoming.
This role is hands-on and highly interactive, with the FOH Manager actively working in guest-facing roles while leading shifts, managing labor, coaching team members, and maintaining a high-energy, service-driven environment. A successful FOH Manager leads with humility, consistency, and confidence—committed to personal growth and to helping others succeed.
Primary Responsibilities
- Lead the team to deliver hospitality excellence through great food, fast & accurate service, and genuine guest interactions.
- Manage shift flow, labor, break schedules, and team deployment across the front counter, dining room, Drive-Thru, and mobile orders.
- Execute and oversee all opening and closing procedures for FOH.
- Address guest concerns and lead real-time service recovery using the HEARD model.
- Conduct shift huddles to align the team on service priorities and daily goals.
- Use OneClick and internal systems to share updates, receive feedback, and follow through on tasks.
- Maintain standards in cleanliness, team appearance, and safety protocols throughout FOH.
Development & Leadership
- Coach, develop, and encourage FOH team members in real time.
- Lead by example in modeling Core 4 behaviors and 2nd Mile Service.
- Foster a team culture based on trust, unity, and respect.
- Take initiative to resolve team conflict and support harmony across shifts.
- Participate in leadership meetings, required training, and ongoing development.
- Track progress toward monthly goals and contribute to continuous improvement.
- As an FOH Manager, you are expected to lead through the SERVE Leadership Model:
- S – See the Future: Understand and communicate the restaurant's vision and direction.
- E – Engage and Develop Others: Coach, challenge, and celebrate the team.
- R – Reinvent Continuously: Promote innovation and process improvement.
- V – Value Results and Relationships: Balance people-care with operational outcomes.
- E – Embody the Values: Demonstrate character, humility, and a servant-leader mindset.
Qualifications & Expectations
- Passionate about hospitality and leading people with a servant-heart.
- Excellent communicator—verbal, written, and digital.
- Strong in organization, decision-making, and multitasking.
- Certified in Pathway modules.
- Fully available during key operating hours, including mornings, evenings, and weekends.
- Maintains professionalism, confidentiality, and consistency.
- Reliable, accountable, and committed to growth—for self and others.
