Front of House Staff

4 months ago

Narberth, United Kingdom Top Joe's Townhouse Full time

**Job Purpose**

To support and assist the restaurant and bar management team at Top Joe’s Townhouse, Narberth. To provide outstanding customer care and show great attention to detail.

**2. Job duties and responsibilities**:

- **Manage Bookings and Walk-Ins**:_

The first step a customer will take when interacting with your business is to either make a booking or walk in the front door. The front of house is responsible for taking and maintaining reservations, and for servicing walk-in diners.

Front of house staff will often utilise software to make booking and reservations simple.
- **Greet Guests**:_

As soon as a prospective diner enters your restaurant, they should be greeted by a front of house staff member as soon as possible. It is therefore critical that staff members present diners with a friendly smile and are immediately prepared to service customer needs.

It might be a cliché, but it's true: There's no second chance to make a first impression. Front of house staff must ensure a customer's first impression of a restaurant is a great one.
- **Customer Service**:_

Of course, customer service goes way beyond an initial greeting. Front of house staff must maintain a warm, friendly and helpful demeanour with customers at all times. Any questions or concerns customers may have must be attended to.

At times, front of house staff will be called upon to handle customer complaints. Staff must be prepared to carefully listen to what customers have to say, extend apologies where necessary and do everything possible to attend to the complaints.
- **Serve Food and Beverages**:_

Diners go to restaurants for a social experience, but it's important to remember the fundamental service of any restaurant: serving food and drinks. Front of house staff must accurately record food and beverage requests and communicate them to the back of house.

They must also be aware of any allergies or dietary restrictions customers may have. Front of house staff must recognise any issues with foods or drinks as they come out of the kitchen or the bar and resolve them before they get to the customer.

Both departments must work together to promptly serve high-quality food and drinks to the customers. If customers are unsatisfied with their meal for any reason, they will inform the front of house staff, who must work to resolve any concerns.
- **Ensure Cleanliness**:_

One of the most fundamental features of any good restaurant is cleanliness. From tables to the floor of the restaurant, front of house staff must ensure any customer-facing areas are clean and appealing. This is important not only for hygienic reasons, but to maintain a high-quality, professional image for the restaurant. Duties include:

- Sweeping outdoor areas of any detritus
- Emptying ashtrays, washing and replacing them
- Emptying wall-mounted ashtrays
- Cleaning all glazing
- Ensuring menus are of a high standard of cleanliness and removing those which are stained, damaged or worn
- Using the appropriate chemicals and cleaning products and tools for specific cleaning jobs

**Payments**:
Once your diners have finished up their incredible dining experience, it's time to ensure your venue is properly remunerated.

The payment process doesn't always run as smoothly as you might hope. Issues with POS systems can arise, and something as simple as a customer forgetting their wallet can lead to situations that can be difficult to handle. A well-trained front of house team is essential for ensuring any technical problems can be resolved and the needs of the customer are handled with care in this situation.

**3. Fundamental overall duties**:

- Following instructions from any member of senior management regarding all aspects of the running of, and atmosphere therein of the restaurant
- Setting tables
- Ensuing cutlery and glasses are polished before being used in table setting
- Ensuring all service points are well stocked with sundries such as napkins (folded), condiments, cleaning equipment
- Maintaining the safe use, cleanliness and operation of the coffee machine
- Maintaining stock of drinks fridges
- Inventory management, and the reporting of low stock to senior management
- Ensuring all stock areas are free of waste, potential hazards or anything untoward
- Ensuring all waste is sorted correctly and deposited in the appropriate store
- Breaking down of all cardboard boxes
- Emptying of bottles of their contents before depositing them in the appropriate refuse bin

**4. Fundamental safety responsibilities**:

- Reporting to the senior management team any and all maintenance issues which may cause injury or harm to your colleagues
- Follow all health and safety, fire safety, and any other safety in the workplace policies

**5. Additional duties**:

- To support where requested, the operation of the guesthouse and to undertake any such request from either the Guesthouse Manager or other members of the senior management team.
- Supporting new staff members
-

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