Hospitality Services Manager

Atelier Crenn - San Francisco, CA

Full-time

San Francisco, CA

About the position

At Atelier Crenn, we uphold principles of humanity, sustainability, artistry, and equity. Our mission is to craft culinary experiences that defy the ordinary while prioritizing the planet. We are dedicated to fostering an inclusive environment throughout our operations, from the suppliers we partner with to the team we build. We are proud to be an Equal Opportunity Employer, welcoming all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. The position requires a strong leader with 2-5 years of experience in Front of House operations, who possesses high energy and enthusiasm, and a deep understanding of luxury hospitality standards. The ideal candidate will have a warm and inviting demeanor towards both staff and guests, exceptional guest service and staff leadership skills, and the ability to multitask effectively. A thorough knowledge of food and service, proficiency in Microsoft Excel, Word, and financial management, as well as familiarity with Toast, Tock, and CRM systems, are essential. Strong decision-making skills, excellent communication, collaboration, and delegation abilities are also required. A fluent command of the English language, with basic knowledge of relevant languages in the wine sector, is preferred. The candidate should have a proven track record in developing and maintaining financial plans and the ability to inspire and hold team members accountable. The role involves engaging actively in training, coaching, and supporting the sommelier, host, receptionist, and service assistants. The successful candidate will oversee the comprehensive management of the dining area, including inventory control, preventive maintenance, and supply forecasting. They will serve as a liaison between front-line staff and the kitchen, lead the Front of House service team to uphold service standards, and ensure the highest levels of guest and employee satisfaction. The position also requires managing daily operations, setting weekly performance objectives, and ensuring their achievement alongside personal goals. Additionally, the candidate will recruit, onboard, and train high-performing staff to meet sales, profitability, market share, and business objectives, while maintaining project timelines to ensure timely task completion.

Responsibilities

• Engage actively in training, coaching, and supporting the sommelier, host, receptionist, and service assistants.
• Oversee the comprehensive management of the dining area, including inventory control, preventive maintenance, and supply forecasting.
• Serve as a liaison between front-line staff and the kitchen.
• Lead the Front of House service team to uphold service standards.
• Ensure the highest levels of guest and employee satisfaction.
• Implement service protocols and ensure clarity of concept and philosophy among all staff and guests.
• Manage daily operations, set weekly performance objectives, and ensure their achievement alongside personal goals.
• Recruit, onboard, and train high-performing staff to meet sales, profitability, market share, and business objectives.
• Maintain project timelines to ensure timely task completion.
• Develop, implement, and manage budgetary and resource allocation strategies.
• Assist in various service styles within the restaurant.
• Delegate tasks to the most suitable employees while enforcing policies, procedures, standards, and cultural values.
• Efficiently resolve internal staff conflicts for mutual benefit.
• Research guests prior to service to enhance their experience.
• Verify reservations and ensure proper table assignments.
• Prepare reservation reports and guest tickets for service meetings.
• Support the reservationist with inquiries as needed.
• Maintain service standards as outlined in the Service Manual.
• Ensure cleanliness and organization of the restaurant by FOH staff.
• Manage ambiance through lighting, music, and the quality of service items.
• Address and report guest complaints promptly.
• Update training materials for food, beverage, and service.
• Assist with inventory and ordering of supplies.
• Participate in food and beverage training to enhance coaching techniques.
• Support FOH staff with opening and closing duties, providing direction and leadership.
• Maintain comprehensive knowledge of service standards, food offerings, and beverage selections.
• Meet with the kitchen team daily to discuss menu changes.
• Be present on the floor during service to assist with wine selections.
• Encourage and mentor FOH staff in wine knowledge and philosophy.
• Support all FOH staff in service tasks.
• Act as a bridge between FOH and the Chef, sharing pertinent guest information.
• Develop strategic plans to enhance productivity.
• Improve organizational effectiveness through process development and employee oversight.
• Maintain high standards of excellence.
• Identify opportunities for growth by building new business relationships.
• Provide constructive feedback to enhance team skills.
• Conduct regular performance reviews for FOH employees.
• Foster positive relationships with all suppliers.
• Ensure proper training for new hires and maintain community relations.
• Communicate training expectations to new employees.
• Assist in beverage inventory management.
• Collaborate with the Chef de cuisine on menu updates.
• Ensure menu cleanliness and maintenance.
• Keep menu descriptions current and accurate.
• Provide detailed descriptions for all dishes.
• Ensure allergy modifications are communicated daily.
• Assist in updating wine lists and pairing recommendations.
• Participate in daily meetings to discuss menu and service issues.
• Respond to communications within a timely manner.
• Attend manager meetings prepared with relevant topics and concerns.
• Review FOH labor schedules for compliance.
• Ensure labor costs align with budgetary goals.
• Monitor employee clock-in and clock-out procedures.
• Assist with tip calculations during closing shifts.
• Train staff on safety procedures.
• Assign cleaning tasks to maintain hygiene standards.
• Ensure proper sanitation and personal hygiene practices are followed.
• Provide performance feedback to employees.
• Conduct evaluations and training programs.
• Guide team members in timekeeping practices.
• Ensure company culture and values are communicated to all staff.

Requirements

• 2-5 years of experience in Front of House operations.
• Strong leadership and managerial abilities.
• High energy and enthusiasm.
• Deep understanding of luxury hospitality standards.
• Warm and inviting demeanor towards both staff and guests.
• Exceptional guest service and staff leadership skills.
• Ability to multitask effectively.
• Thorough knowledge of food and service.
• Proficiency in Microsoft Excel, Word, and financial management.
• Familiarity with Toast, Tock, and CRM systems.
• Strong decision-making skills.
• Excellent communication, collaboration, and delegation abilities.
• Fluent command of the English language, with basic knowledge of relevant languages in the wine sector.
• Proven track record in developing and maintaining financial plans.
• Ability to inspire and hold team members accountable.
• Solid understanding of operational procedures.

Nice-to-haves

• Willingness to travel or relocate within the USA is a plus.