FOH - FOH Lead

Overview

Hospitality Lead

Position Description

Department: Operations

Reports To: General Manager

Location: Restaurant

Classification: Non-exempt

Pay Rate: $16.50 - $18.00 per hour plus average tips per hour of $3.43 - $4.41

The Hospitality Lead is an entry level leadership position for Team Members seeking to grow into a management position. The Hospitality Lead is responsible for maintaining an uncompromising focus on delivering excellent Guest experiences on every shift and keeping our Promise of the Urban Plates Vibe.

• Partner with the General Manager to ensure excellent guest service. Owns the Guest experience in the restaurant on each shift, by prioritizing and proactively addressing Guest needs.
• Lead the Team in executing all Urban Plates standards related to the “Yes” Campaign and GETT Model, food quality and presentation, as well as cleanliness and sanitation.
• Ensure all Hospitality Team Members (Cashier, Greeter, Runner, GSA) meet Urban Plates’ standards for uniform compliance.
• Accountable for utilizing the Win the Shift card, ensuring all tasks and responsibilities are completed on every shift. Delegate tasks and responsibilities to the Hospitality Team as appropriate.
• Responsible for daily cash handling which includes reconciliation of previous days’ drop, counting cash in safe and registers, making bank deposits, securing necessary change for operations, and ensuring all cash drawers are balanced for service.
• Complete a restaurant walk-through to ensure cleanliness and merchandising to standard prior to every shift. Work the Critical Path throughout the shift.
• Prepare the communication for the day, including daily/weekly goals for Chatmeter, Door Dash order accuracy, and schedules for new Team Member training and period validations.
• Perform opening and closing duties as assigned, including Brink time edits and signatures, duplicate receipts and past closed checks.
• Support a culture of safety by upholding safety standards and reporting injuries on time to Medcor.
• Ensure meal and rest breaks are made available to Team Members. Accurately record actual times for meal periods and ensure breaks are duty free and taken away from the regular work area.
• Secure the building, especially at closing, ensuring the safe is locked, all doors are locked, and the alarm is set.
• Utilize the point-of-sale (POS) system to accurately enter guest information, take-out orders, and complete the sale.
• Effectively communicate with management and assist with and respond to Guests’ and Team Members’ needs and inquiries to satisfaction. Promptly address issues and problem solve.
• Utilize the Guest Feedback Binder to record complaints or serious incidents.
• Assist with Back of House (BOH) and Line functions as needed or directed.
• Maintain regular and reliable attendance.

May perform similar and incidental duties as required.

Education: High School diploma or equivalent preferred

Experience: At least 21 years of age. 1-2 years of food service or hospitality industry experience preferred. Cash handling experience required.

Knowledge: Basic math skills required. Knowledge of point-of-sale systems preferred.

Language

Skills:

Excellent communication skills required. Ability to read, write and communicate verbally in English required. Bilingual Spanish a plus. Ability to communicate effectively with Guests and Team Members.

Other

Skills:

Excellent guest service and interpersonal skills. Commitment to Urban Plates’ Core Values and the Five Promises of a Great Team Member.

Other Abilities: Ability to manage stress and perform in a high-volume environment, with a smile and willingness to connect with every Guest and Team Member. Ability to work well under time constraints and prioritize multiple work responsibilities and tasks to meet Guests’ needs. Demonstrate a high level of self-motivation and drive. Uphold and manage standards, procedures, and processes. Work collaboratively with others.

Maintain a clean and professional appearance and demeanor. Passionate about training and supporting all Team Members with validations and training exercises.