Title:  Temp Front of House Manager

Purpose of the Role

To lead and manage the Front of House team to deliver a consistent, high-quality guest experience, ensuring smooth day-to-day operations, effective team coordination, and strong service standards.

This role combines operational leadership with hands-on execution, acting as the link between guest experience, team performance, and operational efficiency.

Key Performance Areas

1. Guest Experience & Operations Management

Lead the delivery of exceptional guest experiences across all touchpoints
Ensure daily operations run smoothly, including:

• Guest flow management
• Reservations and bookings
• Service standards and presentation

Resolve guest queries and issues promptly and professionally

Monitor and improve service delivery through feedback and observation

2. Team Leadership & Capability Building

Manage, schedule, and supervise FOH staff
Provide coaching, training, and ongoing performance feedback

Ensure team adherence to service standards, SOPs, and brand guidelines

Support recruitment and onboarding of new team members

3. Coordination Across Departments

Act as key liaison between FOH, Kitchen, Banqueting, and Operations

Ensure clear communication of daily requirements, bookings, and events

Coordinate staffing and resource allocation based on demand

4. Administrative & Reporting Responsibilities

Maintain accurate records of:

• Attendance and rosters
• Daily reports and service logs

Monitor operational KPIs and flag any risks or issues

Support reporting on guest experience metrics and performance trends

Stakeholder Management

Work closely with:

• Operations, Banqueting, Kitchen, Marketing

Engage directly with guests to ensure satisfaction

Key Success Measures

Guest satisfaction scores and feedback
Smooth daily operations and service delivery
Team engagement and performance
Adherence to service standards

Achievement of all AP targets

Experience & Capability Requirements

5+ years’ experience in hospitality or guest experience management

Strong leadership and people management skills

Excellent communication and problem-solving ability

Ability to operate in a fast-paced, guest-facing environment

HEINEKEN Behavioural Alignment

Deliver: Consistent excellence in service delivery
Shape: Champions guest-first thinking

Connect: Builds strong, motivated teams
Develop: Grows team capability and self