Front of House Manager

Purpose:

The Front of House Manager is responsible for the overall management and performance of Ernie Els Wines (Restaurant or Tasting Room), ensuring exceptional guest experience, efficient operations, and achievement of revenue targets. This role translates business objectives into daily operations, leading the team to deliver consistent service excellence while maintaining strong commercial awareness.

The Front of House Manager holds full operational supervisory responsibility for the FOH team during service periods, with a strong emphasis on real-time leadership, performance management, and execution of service standards rather than administrative HR functions or strategic workforce planning.

Key Responsibilities:

1. Hospitality Management:

• Oversee daily operations of the designated outlet, ensuring high service standards and consistency
• Manage and resolve guest interactions and escalations professionally
• Ensure the delivery of premium guest experiences, including VIP visits, tastings, and functions
• Maintain strong collaboration with kitchen and support departments to ensure seamless service
• Continuously monitor and improve guest experience standards

2. Team Leadership & Management:

• Lead, manage, and hold the Front of House team accountable for performance and service delivery
• Structure shifts and staffing to align with business levels and operational needs
• Drive a culture of professionalism, accountability, and service excellence
• Conduct daily briefings and ensure clear communication of targets and expectations
• Support ongoing training and development of team members

3. Supervisory Scope:

• Responsible for daily operational supervision of all FOH staff across service periods
• Assigns and coordinates duties during service to ensure smooth floor execution and guest experience delivery
• Leads daily briefings, shift handovers, and service debriefs
• Provides continuous on-the-floor coaching, performance feedback, and behavioural correction
• Monitors staff performance, service standards, and adherence to SOPs in real time
• Escalates formal performance issues, disciplinary matters, and staffing concerns to Hospitality Manager
• Supports onboarding and practical training of new FOH staff within the operational environment
• Accountable for maintaining team discipline, professionalism, and service consistency during shifts

4. Operational Oversight:

• Take full responsibility for opening and closing procedures within the outlet
• Ensure operational readiness, including floor setup, cleanliness, and service flow
• Oversee stock control processes, ensuring accuracy and accountability
• Monitor equipment usage and ensure adherence to operational standards
• Identify and implement improvements to service flow and efficiency

5. Administrative & Financial Control:

• Oversee and verify daily cash-ups, ensuring accuracy and compliance
• Monitor sales performance and track revenue against targets
• Manage cost control within the outlet, including stock and labour efficiency
• Ensure accurate record keeping for bookings, functions, and operational reporting
• Report maintenance and operational issues as required

6. Sales & Revenue Performance:

• Drive revenue through effective management of service, upselling, and guest engagement
• Monitor spend per head and identify opportunities to increase sales performance
• Support wine, tasting, and retail sales growth within the outlet
• Ensure accurate processing of orders and sales documentation
• Contribute to initiatives that enhance revenue and guest retention

7. Policy Compliance:

• Ensure full adherence to company SOPs, policies, and service standards
• Enforce health and safety regulations within the outlet
• Manage team conduct and address performance issues in line with company guidelines
• Maintain consistency in operational and service procedures

Qualifications & Experience:

• 4 – 8 years’ experience in hospitality, with supervisory or management responsibility
• Proven experience managing a restaurant or tasting room of high caliber advantageous (Similar environments to EEW)
• Strong understanding of service operations and guest experience management
• Wine knowledge or relevant training (e.g., WSET Level 2) beneficial
• Proficiency in POS systems and operational reporting

Competencies:

Service Orientation:

• Drives high standards of guest experience and service delivery
• Handles complex guest situations with confidence
• Must have reliable transport and Drivers License

Leadership & Accountability:

• Holds team accountable for performance and standards
• Builds a disciplined and results-driven team environment

Commercial Awareness:

• Understands revenue drivers and cost control measures
• Actively works to improve outlet profitability

Organizational Skills:

• Effectively manages operations, staffing, and service flow

Interpersonal Skills:

• Builds strong relationships with guests, team members, and stakeholders
• Communicates clearly and assertively

Attention to Detail:

• Maintains high standards across all operational and service areas

Working Conditions:

• Based within a specific outlet (Restaurant or Tasting Room)
• Flexible working hours, including weekends and public holidays
• Requires extended periods on the floor and active involvement in service

Work Location: In person