POSITION OVERVIEW

The Front of House Manager is responsible for leading the restaurant’s Front of House operations and creating an environment where hospitality, operational excellence, and team development are consistently demonstrated.

The FOH Manager provides leadership between the restaurant’s management team and Front of House leadership team. This position is responsible for ensuring that every shift is well-led, appropriately staffed, operationally sound, and focused on providing an exceptional guest experience.

The FOH Manager is expected to lead with confidence, urgency, consistency, and care. Success in this position is measured not only by the Manager’s ability to run a successful shift, but also by their ability to develop capable leaders, build strong Team Members, solve problems, and create accountability throughout the FOH team.

The FOH Manager is expected to take ownership of the restaurant while on duty and ensure that the team is prepared, positioned, and equipped to succeed.

LEADERSHIP RESPONSIBILITIES

The FOH Manager is the leader of the Front of House team during their assigned shift and is responsible for setting the tone, expectations, and pace of the operation.

Expectations

• Take ownership of the entire Front of House operation and maintain awareness of all restaurant zones.
• Ensure the restaurant is properly staffed, deployed, and positioned to meet the needs of the business.
• Set clear expectations with Team Leads and Team Members at the beginning of each shift.
• Monitor the operation throughout the shift and make adjustments as business needs change.
• Ensure Team Leads are actively leading their assigned areas and responsibilities.
• Support Team Leads without unnecessarily taking over their responsibilities.
• Make appropriate staffing and deployment decisions to support guest experience, operational excellence, and labor goals.
• Maintain a visible leadership presence throughout the restaurant.
• Lead with urgency while maintaining a positive and caring environment.
• Model Chick-fil-A culture, hospitality, professionalism, and operational standards at all times.
• Communicate important information to the appropriate leadership team members before, during, and after shifts.
• Ensure shift responsibilities are completed and properly handed off to the next leader.

DEVELOPMENT OF TEAM MEMBERS

The FOH Manager is responsible for helping Team Members grow in both their technical skills and their ability to contribute positively to the team.

Expectations

• Know the strengths, development opportunities, and potential of Team Members.
• Provide consistent coaching and feedback throughout the shift.
• Teach Team Members the “why” behind procedures and expectations.
• Recognize and reinforce positive performance.
• Address performance concerns promptly and respectfully.
• Identify Team Members who demonstrate leadership potential.
• Provide Team Members with opportunities to learn and practice new skills.
• Partner with Team Leads to ensure training and coaching are consistent.
• Help Team Members understand expectations for advancement and increased responsibility.
• Create an environment where Team Members feel supported while still being held accountable.

DEVELOPMENT OF TEAM LEADS AND ASSISTANT MANAGERS

A primary responsibility of the FOH Manager is developing the next generation of restaurant leaders.

The FOH Manager is accountable for helping Team Leads and Assistant Managers become confident, capable, and independent leaders.

• Establish clear expectations for Team Leads and Assistant Managers.
• Coach leaders before, during, and after shifts.
• Teach leaders how to make effective staffing and deployment decisions.
• Develop their ability to communicate expectations clearly.
• Teach leaders how to coach and develop Team Members.
• Observe leadership behaviors and provide specific, actionable feedback.
• Delegate meaningful responsibility and allow leaders to make appropriate decisions.
• Hold leaders accountable for the standards and responsibilities assigned to them.
• Provide opportunities for leaders to practice leadership in progressively more challenging situations.
• Establish development goals and follow up on progress.
• Identify strengths and opportunities for each leader.
• Prepare Team Leads and Assistant Managers for increased responsibility and future advancement.

ACCOUNTABILITY AND PERFORMANCE MANAGEMENT

The FOH Manager is responsible for creating a culture of clear expectations, consistent follow-through, and personal accountability.

Expectations

• Clearly communicate expectations to Team Members and leaders.
• Monitor performance and address issues as they occur.
• Provide timely coaching rather than allowing problems to become patterns.
• Follow up on previously discussed performance concerns.
• Recognize strong performance and reinforce behaviors that support the restaurant’s culture.
• Hold Team Leads and Assistant Managers accountable for their assigned responsibilities.
• Address repeated performance issues appropriately and consistently.
• Complete required documentation when performance or policy issues require it.
• Communicate significant performance concerns to the appropriate member of management.
• Follow through on commitments made to Team Members and leaders.
• Never knowingly allow a standard to remain unmet simply because addressing it is uncomfortable.

OPERATIONAL EXCELLENCE

The FOH Manager is responsible for ensuring that the restaurant operates safely, efficiently, and consistently.

Expectations

• Maintain awareness of all FOH zones and ensure they are operating effectively.
• Ensure guests are being served promptly and appropriately.
• Monitor restaurant flow and make adjustments as business conditions change.
• Ensure Team Leads are effectively managing their assigned zones.
• Use provided tools, forms, systems, and logs to support successful shifts.
• Ensure equipment is functioning properly and maintenance concerns are addressed.
• Ensure opening, shift-change, and closing responsibilities are completed accurately.
• Maintain cleanliness, organization, food safety, and operational standards.
• Identify operational problems and take appropriate action to resolve them.
• Communicate unresolved issues to the appropriate leader.
• Ensure the next shift receives an accurate and complete handoff.

GUEST EXPERIENCE & HOSPITALITY

Hospitality is at the center of the FOH Manager’s responsibility. The Manager is expected to model the restaurant’s hospitality standards and ensure those standards are reflected throughout the team.

Expectations

• Consistently model exceptional hospitality.
• Maintain awareness of the guest experience throughout the restaurant.
• Respond to guest concerns with professionalism, empathy, and urgency.
• Resolve guest complaints appropriately, both in person and over the phone.
• Empower Team Leads and Team Members to appropriately care for guests.
• Coach hospitality behaviors in real time.
• Identify opportunities to exceed guest expectations.
• Ensure the restaurant environment is welcoming, clean, and organized.
• Create a culture where caring for guests is viewed as everyone’s responsibility.

LABOR & FINANCIAL RESPONSIBILITY 

The FOH Manager is responsible for making sound business decisions while maintaining the guest and Team Member experience.

Expectations

• Monitor labor throughout the shift and make adjustments when appropriate.
• Understand the impact of staffing decisions on restaurant profitability and guest experience.
• Manage cash handling procedures accurately and consistently.
• Count drawers throughout shifts as required.
• Maintain accountability for cash and financial transactions.
• Ensure time punch adjustments and other approved employee functions are handled accurately.
• Identify and communicate financial or operational discrepancies.

COMMUNICATION & FOLLOW-THROUGH

Effective communication is essential to successful restaurant leadership.

Expectations

• Communicate clearly, professionally, and respectfully.
• Ensure important information is shared with the appropriate leaders.
• Provide effective shift handoffs.
• Document important information when necessary.
• Follow through on assigned tasks and commitments.
• Confirm that delegated responsibilities have been completed.
• Ask questions when expectations or priorities are unclear.
• Communicate problems early rather than allowing them to grow.
• Maintain professionalism when communicating difficult information or providing corrective feedback.

PROBLEM SOLVING & DECISION MAKING

The FOH Manager is expected to identify problems, determine appropriate solutions, and take action without unnecessarily waiting for direction.

Expectations

• Identify problems before they negatively impact guests, Team Members, or operations.
• Determine the appropriate course of action based on the situation.
• Make timely decisions during high-pressure situations.
• Use available information, tools, and resources to make informed decisions.
• Involve the appropriate leader when a situation exceeds the Manager’s authority.
• Teach Team Leads and Assistant Managers how to solve problems rather than simply solving problems for them.
• Evaluate whether solutions actually resolved the underlying issue.
• Follow up to prevent recurring problems.

PROFESSIONAL STANDARDS 

The FOH Manager is expected to consistently model the behavior expected from others.

The Manager must:

• Demonstrate reliability and dependability.
• Maintain a professional appearance and demeanor.
• Arrive prepared and ready to lead.
• Demonstrate a strong work ethic and sense of urgency.
• Remain calm and solution-oriented during stressful situations.
• Treat Team Members, leaders, and guests with respect.
• Accept coaching and feedback.
• Take responsibility for mistakes and learn from them.
• Protect the culture and reputation of the restaurant.
• Demonstrate flexibility as business needs change.
• Maintain confidentiality regarding employee and business matters.

QUALIFICATIONS & REQUIREMENTS

• Full-time position, approximately 40 hours per week.
• Open availability Monday through Saturday.
• Availability to work holidays as required.
• Minimum of 3 years of restaurant leadership or management experience preferred.
• ServSafe certification within 30 days of hire.
• Proficient with technology and able to learn and adapt to new systems quickly.
• Strong written and verbal communication skills.
• Strong organizational skills and ability to manage multiple priorities.
• Ability to work effectively both independently and collaboratively.
• Ability to identify problems, establish goals, and execute solutions.
• Ability to develop Team Members and leaders in both hard and soft skills.
• Must be able to lift up to 40 pounds.
• Must be able to stand and move for extended periods.