Restaurant Floor Manager
hace 3 días
Chicago
Job Description Job Title: Floor Manager Location: Happ Inn Reports To: Assistant General Manager / General Manager / VP of Operations Status: Full-time, Exempt About The Good Plate Hospitality Group The Good Plate Hospitality Group brings authentic flavors, quality ingredients, and warm hospitality to the Chicagoland community across a portfolio of elevated and neighborhood dining concepts. We strive for excellence in guest experience, culinary creativity, and operational consistency across all venues. Position Summary As Floor Manager, you will be the operations heartbeat on the dining floor. You oversee daily floor service, supervise hosts and servers, manage guest flow (especially during peak periods), mediate guest issues, and support private dining, events, and catering. Your goal is to ensure seamless, attentive, and memorable service while enforcing brand standards and driving guest satisfaction. Key Responsibilities 1. Floor & Service Operations • Lead and manage front-of-house floor operations from opening through close., • Coordinate seating flow, table turnover, reservation seating, and waitlist management in collaboration with hosts., • Monitor real-time service progress (orders being paced, courses delivered, refills, clearing, etc.) to ensure balanced workloads and timely service., • Step in as needed to assist servers with tables or tasks to maintain service quality and throughput., • Conduct regular floor rounds to check on guest satisfaction, oversee cleanliness, and spot potential service bottlenecks., • Ensure adherence to hygiene, safety, and sanitation standards (e.g. restrooms, dining room, side stations). 2. Guest Relations & Issue Resolution • Serve as the point of escalation for guest concerns, feedback, or complaints; actively listen, assess the situation, and offer appropriate resolutions., • Monitor guest experience continuously; proactively approach to prevent issues from escalating., • Follow up with guests (in person, by phone, or via review platforms) when needed to maintain brand reputation. 3. Team Leadership & Supervision • Supervise hosts, servers, and any floater or support staff; assign stations, manage shift coverage, and coordinate breaks., • Coach, mentor, and develop the front-of-house team, including training new hires on service standards, menu knowledge, and guest interaction., • Conduct shift briefings and debriefings (pre-shift huddles) to communicate priorities, reservations, special events, menu changes, etc., • Monitor staff performance, provide feedback, and work with management on performance improvement plans. 4. Coordination with Kitchen, Bar & Events • Work closely with kitchen and bar leadership to coordinate timing of courses, manage “ticket times,” and ensure items are delivered uniformly., • Communicate guest allergies, special requests, or VIP preferences to the culinary team., • Assist in planning, coordinating, and supervising private dining, banquets, and catering events (both on-site and off-site)., • Oversee setup and breakdown for events, ensure staffing is aligned, monitor the event flow, and ensure guests receive high-touch service. 5. Administrative & Operational Duties • Track and maintain service tools, floor supplies, POS systems, menus, linens, etc., • Compile daily shift reports, guest feedback summaries, and incident logs., • Collaborate with management on forecasting, staffing plans, and reservations management., • Assist in audits, inspections, and compliance tasks (e.g. health & safety, liquor license checks). Qualifications & Requirements Must-haves / Preferred Experience • Minimum 3–5 years of experience in a senior supervisory or management role in full-service restaurant, upscale dining, or hospitality operations., • Strong understanding of front-of-house operations, service pacing, and guest flow management., • Exceptional interpersonal, communication, and conflict-resolution skills., • Ability to lead, motivate, and mentor a diverse team in a fast-paced environment., • Prior experience in event or catering service coordination is a strong plus., • Proficiency with POS systems, reservation platforms, and reporting tools., • Ability to remain calm under pressure, pivot quickly, and make on-the-spot decisions., • Flexible schedule, including nights, weekends, and holidays., • High school diploma or equivalent required; college degree or hospitality certificate preferred., • Familiarity with health, safety, and sanitation regulations., • Strong organizational and multitasking skills., • A passion for hospitality and delivering exceptional guest experiences in alignment with The Good Plate brand values. Success Metrics • Guest satisfaction scores (review sites, comment cards, surveys)., • Service consistency (average ticket times, course pacing, table turnover)., • Staff retention, morale, and performance., • Smooth execution of private dining / catered events (timeliness, guest feedback, margin compliance)., • Operational compliance (sanitation, safety audits, brand standards). What We Offer • Competitive base salary plus performance-based bonuses or incentives., • Opportunity for advancement and growth within The Good Plate Hospitality Group., • Employee dining privileges and staff benefits (as per company policy)., • Ongoing training, development, and mentorship in a dynamic, high-quality hospitality group. Company DescriptionThe Good Plate Hospitality Group is committed to delivering outstanding dining experiences across our portfolio of restaurant concepts—from neighborhood favorites to destination dining. We believe in authenticity, excellence in hospitality, and operational precision. Our growth into private dining, catering, and multi-concept operations demands leaders who can balance strategic vision with day-to-day execution.The Good Plate Hospitality Group is committed to delivering outstanding dining experiences across our portfolio of restaurant concepts—from neighborhood favorites to destination dining. We believe in authenticity, excellence in hospitality, and operational precision. Our growth into private dining, catering, and multi-concept operations demands leaders who can balance strategic vision with day-to-day execution.