Front of House Manager

Position Summary

The Front of House Manager is responsible for overseeing all aspects of the customer experience and daily operations within our gourmet bodega, which features a curated selection of artisanal merchandise. This role demands a passion for high-quality food and unique goods, strong leadership abilities, and a commitment to exceptional customer service. The manager will ensure a welcoming and efficient environment, lead and develop a dedicated team, and contribute to the overall success and reputation of the bodega. The manager will also work closely with our Executive Chef and Director of Sales to increase sales, control inventory, and enhance the guests' shopping experience.

Key Responsibilities

Operations Management

• Oversee daily front-of-house operations, including opening and closing procedures, cash handling, and assist with inventory management for retail products.
• Maintain a high standard of cleanliness, organization, and visual merchandising throughout the store, ensuring attractive and well-stocked displays of gourmet food items, wines, and artisanal merchandise.
• Manage product rotation and waste for perishable goods, ensuring freshness and minimizing spoilage.
• Implement and enforce health and safety regulations.
• Address and resolve customer inquiries, feedback, and complaints efficiently and professionally.

Team Leadership & Development

• Recruit, hire, train, and onboard new front-of-house staff.
• Assist with any necessary terminations.
• Schedule staff to ensure adequate coverage and operational efficiency.
• Manage PTO and unpaid leave requests.
• Conduct performance reviews, provide ongoing feedback, and foster a positive and productive work environment.
• Develop staff knowledge of product offerings, including origins, tasting notes, suggested pairings for gourmet items, and the stories behind artisanal merchandise.
• Motivate and inspire the team to deliver outstanding customer service and sales performance.
• Help wash, dry, and hang employee uniforms and towels nightly to ensure proper attire for the next day's team.
• Periodic appearances in the employee break out room and storage areas.
• Ensure the safety of all team members.
• Help ensure against the loss of inventory.

Customer Experience

• Ensure every customer receives personalized, knowledgeable, and friendly service.
• Actively engage with customers, offering recommendations, explaining product details, and creating a memorable shopping experience.
• Handle special orders and catering inquiries with attention to detail.
• Cultivate a loyal customer base through exceptional service and a welcoming atmosphere.

Inventory & Merchandising

• Collaborate with the buying team on product selection, ensuring a diverse and appealing inventory of gourmet foods, beverages, and artisanal goods.
• Monitor stock levels and coordinate with suppliers for timely ordering and replenishment of front-of-house items.
• Execute compelling merchandising strategies to highlight new products, seasonal offerings, and promotions.
• Conduct regular inventory counts and reconcile discrepancies.

Financial Management

• Monitor sales performance and work towards achieving revenue targets.
• Manage labor costs effectively through efficient scheduling.
• Oversee cash management procedures, including daily reconciliation and bank deposits.
• Identify opportunities for cost savings and operational efficiencies.

Qualifications

• Proven experience (3+ years) in a supervisory or management role within a retail, hospitality, or food service environment, preferably in a gourmet food store, deli, or specialty retail setting.
• Strong knowledge of artisanal food products, wines, and unique merchandise.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage a team, foster a positive work environment, and deliver exceptional customer service.
• Proficiency in POS systems and inventory management software. We use Clover.
• Ability to work a flexible schedule, including weekends and holidays, as required by the business needs.
• Passion for food, culture, and high-quality products.
• Strong problem-solving abilities and attention to detail.
• High school diploma or equivalent; a degree in hospitality management, business, or a related field is a plus.

Salary range based on experience and qualifications:

Includes health care, a parking space, paid time off for designated holidays, PTO based upon experience and length of successful employment.