The proper, efficient functioning of a successful restaurant involves more than just customers coming in the door and spending money. Employees must receive careful training and work diligently to satisfy both customers and store sales figures alike. Inventory counts must match usage reports, cash drawers must balance and someone must oversee the whole operation in order to maintain efficiency and productivity. That someone is the restaurant floor manager.
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The Floor Manager
Restaurant floor managers, sometimes known as shift managers, assistant managers or front end managers, must train and develop productive and customer-service-oriented employees, schedule employees to meet productivity needs based on schedules and projected sales, project the best in customer service throughout the restaurant, operate the restaurant efficiently so that no inventoried items are wasted in production or service and maintain accurate counts of inventories and store cash. In short, the floor manager must operate as the jack-of-all-trades, with a hand in every aspect of the restaurant's operation.
Although high-volume or high-class restaurants may require a two- or four-year degree in business, management or related educational fields, most prospective floor managers need only proof of prior management or supervisory experience. HospitalityCrossing's job description for floor managers suggests “a minimum of two years of management experience.” Other prerequisites may include demonstrable customer service skills, cash-handling experience and efficient organizational ability.
Training, developing, scheduling and managing the restaurant staff are duties that floor managers are commonly responsible for. Floor managers must ensure that restaurant staff are adequately trained for their positions and have a thorough understanding of the duties associated with their jobs. Employees must also receive ongoing training on new policies and procedures as they are incorporated. In cases where floor managers are responsible for preparing schedules, they must balance the cost of labour (how much you have to pay the people you are scheduling) against the projected sales for the period they are covering and the floor manager must ensure enough employees to provide prompt, customer-pleasing service while still making profit off of the sales for the period. Floor managers must also manage the employees present within the restaurant at all times, ensuring that every customer gets greeted and treated with the very best service, food and experience possible.
Floor managers must have the understanding that serving the customer comes first at all times, and emphasise that belief to their employees. Managing the restaurant staff to ensure the customers receive their service and food promptly and handling customer complaints and requests are all duties the floor manager must perform.
According to a Kimpton Hotels listing on Hcareers.com, the Floor manager must “maintain proper inventories, ensure compliance with proper cash control procedures and complete related accounting and administrative reports as needed.” The floor manager is responsible for overseeing the financial administration of the store while on duty. Ensuring that employees follow policies and do not overuse inventoried product, ensuring accurate inventory counts, overseeing and ensuring accurate transactions at the register and keeping accurate records of cash on hand are all keys to ensuring that the company remains financially profitable.
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