Floor Technician

Roles and responsibilities

• A Degree or Diploma in Hospitality Management or a related field is preferred.
• A proven track record in a Luxury Hotel environment or Fine Dining Restaurant in a supervisory role, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.
• Excellent leadership, communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
• Exceptional skills in Improving Customer Satisfaction and Addressing Complaints with Tact, showcasing a commitment to Industry-Leading Standards.
• Extensive knowledge of Food and Beverage Operations, including ‘FIVE-Star’ Service Standards, Wines, and Cocktail Preparation.
• Next-Level Team Management skills, effectively leading and inspiring the FIVE Tribe to New Heights.
• Proficient in Point-Of-Sale (POS) Systems and Restaurant Management Software.
• Flexibility to work a variety of shifts, including weekends and holidays, based on the requirements of the Hotel.
  

Key Responsibilities

• Supervises and provides exemplary guidance to the Service Staff, including Waiters, Waitresses, and Hosts/Hostesses, ensuring a Next-Level service experience.
• Inspires and motivates the Team to deliver Sensational Service, fostering a Positive, Collaborative Work Environment.
• Conducts regular, insightful and fair Performance Evaluations, providing constructive feedback to enhance staff Performance and Development.
• Collaborates closely with the Restaurant Manager to develop and implement hand-crafted Standard Operating Procedures, elevating Service Efficiency to be First-in-Class.
• Offers ongoing Coaching and Mentorship to support the professional growth and development of the Service Team.
• Imparts comprehensive training to new team members on FIVE’s Boundary-Breaking Service Standards, Exquisite Menus, and Standard Operating Procedures.
• Extends a Warm Welcome to Guests, ensuring they receive Prompt and Personalised Service that leaves a lasting impression.
• Handles Guest Inquiries, Concerns, and Complaints with the utmost professionalism and efficiency, always striving to surpass their expectations from Luxury Dining.
• Anticipates Guest Needs, proactively addressing any concerns to ensure a seamless and unforgettable Dining Experience.
• Maintains a visible presence in the Dining Area, engaging with Guests and promptly resolving any Service-Related Concerns.
• Organises and meticulously schedules ‘FIVER’ Shifts, ensuring Efficient Coverage for all Restaurant Operations.
• Ensures seamless Day-To-Day Operations of the Restaurant, adhering to established Service Standards and following FIVE’s industry-leading Health and Safety Regulations.
• Oversees and meticulously maintains the ‘FIVE-Star’ Cleanliness and Organisation of the restaurant, including Dining Areas, Service Stations, and Back-Of-House Areas.
• Coordinates seamlessly with the Culinary Team to ensure the Timely and Aesthetic delivery of Food and Beverages, maintaining ‘FIVE-Styled’ Quality and Presentation Standards.

Desired candidate profile

Leadership Skills

1. Team Management: Supervising and motivating front-of-house staff, including waitstaff and hosts.
2. Training and Development: Onboarding new employees and providing ongoing training to ensure service excellence.

Customer Service Focus

1. Guest Interaction: Engaging with customers to ensure satisfaction and address any issues or complaints.
2. Quality Control: Monitoring service standards to maintain a high level of customer experience.

Communication Skills

1. Coordination: Facilitating effective communication between the kitchen and front-of-house staff to ensure smooth service.
2. Conflict Resolution: Addressing conflicts with customers or staff in a calm and professional manner.

Operational Oversight

1. Floor Management: Overseeing seating arrangements, reservations, and table turnover to optimize efficiency.
2. Shift Supervision: Managing staff schedules and ensuring adequate coverage during busy periods.

Attention to Detail

1. Service Standards: Ensuring that staff adhere to the restaurant's policies and presentation standards.
2. Monitoring Cleanliness: Keeping the dining area and service stations clean and organized.

Problem Solving

1. Operational Troubleshooting: Quickly addressing any issues that arise during service, such as staffing shortages or equipment failures.
2. Adaptability: Adjusting to changes in guest volume or special requests effectively.

Inventory and Cost Management

1. Stock Oversight: Monitoring inventory levels and coordinating with management for reorders.
2. Cost Control: Assisting in managing labor costs and ensuring efficient resource use.