Front of House Manager | Birkenhead House

SUMMARY:
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POSITION INFO:

The Front of House Manager takes full responsibility for the Food & Beverage service delivery at Birkenhead House, from creating exceptional guest experiences, to ensuring smooth daily operations and leading the team who makes it all happen.  This is all to ensure that The Royal Portfolio delivers on our company purpose, which is "to give our guests a complete experience and a perfect stay".

MAIN DUTIES & RESPONSIBILITIES

• As Front of House (FOH) Manager, oversee and supervise all Front of House (F&B) operations.
• Plan, supervise, and control operations, supporting the overall service standards and efficiency.
• Lead and motivate the FOH team (Waiters, Bartenders, Baristas and Runners), ensuring professional service and high standards are exceeded daily.
• Communicate effectively with Management and staff regarding guest requests and concerns, staff queries, maintenance issues and any operational matters.
• Conduct service briefings and monitor daily routines, ensuring adherence to SOPs and the company code of conduct and disciplinary code.
• Handle guest feedback, resolve complaints professionally, and follow up on guest experiences.
• Manage cash-ups, bills, house accounts, and transactions, including cash and credit card handling.
• Prepare operational reports and provide updates on sales, waste, staff performance etc.
• Oversee inventory management, including stock control, breakages and monthly counts.
• Develop staff rosters, oversee attendance, clock-in/out procedures, plan and approve leave and record absenteeism.
• Conduct ongoing training on menus, beverages and service standards.
• Support HR functions such as job profiling, interviewing, performance management, disciplinary action and creating the team's personal development plans.
• Maintain health, safety, and hygiene standards across all FOH areas.
• Develop and implement checklists and daily operational routines for consistency.
• Step in as Duty Manager on an as-needed basis, ensuring smooth operations and handling guest issues if and as they arise.
• Check rooms and ensure they are prepared and ready for guest check-in (when required).
• Greet and check-in guests, ensuring a welcoming and efficient arrival experience (when required).
• Work closely with the team to enhance guest experiences and operational efficiency.

REQUIREMENTS, QUALIFICATIONS & EXPECTATIONS

• A tertiary qualification in Hospitality Management would be a distinct advantage.
• Wine certificate (minimum WSET1 or Junior Sommelier) preferable.
• Minimum of 5 years’ experience in a luxury, 5-star hotel environment Food & Beverage department.
• Minimum 2 years in an F&B or FOH Management role minimum Assistant F&B/ FOH Manager.
• Experience with Point of Sale (POS) systems and stock & inventory management software.
• Exposure to Opera, Property Management System, at Operator level.
• Excellent written and spoken English; additional languages are advantageous.
• Strong interpersonal and leadership skills
• A positive, can-do attitude.
• Ability to stay calm under pressure
• Able to work long hours, including weekends and holidays.
• Diligence, reliability, attention to detail
• A passion for service excellence and a desire to constantly exceed guest expectations with highly personalised experiences.
• Willingness to learn, teach, and drive team improvement.

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.