Brief Description: The Floor Manager upholds all aspects of daily operations that pertain to the FOH service. Their role is to ensure all service systems and processes are maintained for a smooth service that maximizes table turnover while upholding service and cultural standards. The Floor Manager will ensure that customer service standards, quality, and timing metrics are maintained or exceeded while also ensuring all codes of conduct and licensing requirements are adhered to and any related records are kept. They are responsible for the overall environment and tone of the shift including colleague dynamics, energy, music, lighting, or cleanliness. This role will also involve help in coordinating and executing catering and events at St Martha. Working closely with the Operations Manager and senior management, this role will liaise between stakeholders and employees, ensuring the vision for St Martha is consistently fulfilled.Responsibilities:To lead by example to uphold standards of productivity, service standards, and hygiene at St Martha.The organisation and delegation of tasks, ensuring they are done efficiently and to standard while keeping relevant records.Keep a daily shift log for senior management on issues, complaints, staff performance or compliance issues, ensuring they are dealt with appropriately and swiftly.Directing staff and keeping them focused with high productivity levels.Managing wage spend by ensuring efficient operations, break schedules, rosters, and signing off of employees.Being a contact for employee sick leave and arranging cover for these shifts.Managing stock levels, wastage, and the ordering of FOH consumables and communicating with the Operations Manager about this.Ensuring that data required for all licensing, such as food safety, alcohol, and cleaning, is routinely and accurately recorded to meet obligations.Implementing any new processes or practices as requested by senior management.The execution, in coordination with senior management, of service systems and processes established for the continual improvement of customer service standards.Ensuring that St Martha's is a fun, engaging, safe, and inclusive environment for all employees at all times.Developing the skills and experience of your reports to ensure an efficient workforce and business continuity.Constructively working with the Kitchen team to uphold quality and service standards.Maintaining a solid understanding of product information, such as allergens, tasting notes, pairing and recommendations, and ensuring the FOH team has this knowledge also.Upholding standards regarding cleanliness, tidiness, music, lighting, and staff energy. Regularly conducting walk-throughs to identify improvements and ensuring these are communicated to senior management and actioned.Ensuring tills have adequate float for service and minimal variance at the end of shifts.Ensuring all stations are restocked and ready for every service at the end of the day.Key Skills, Knowledge, Competencies:The ability to lead a team, identify strengths, and utilize these in line with our overall philosophy of quality and exceptional service.Excellent communication skills; capable of managing and training staff in real time, calmly responding to conflict, giving constructive feedback, and being decisive.The ability to proactively problem-solve situations autonomously and in collaboration with others.Process-driven with the ability to conceptualize all aspects of service, identify bottlenecks that compromise standards, and work to resolve these.Ability to build and maintain relationships with senior management, direct reports, customers, suppliers, and stakeholders.Confidence, coupled with excellent diplomacy, persuasion, and negotiation skills.A solid understanding of service systems and processes and the capacity for continued learning.Empathy and understanding towards reports while also holding them accountable for performance.If this sounds like a stimulating and exciting role for you, we would love to hear from you. Please send your CV and cover letters to ******, or bring it with you when you pop in.
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