Full Time Front of House Manager

CARLTON WR PTY LTD is looking for a qualified and enthusiastic new FOH Manager to join the team in a Full Time capacity.

As a FOH Manager at The Carlton Wine Room, you will be responsible for overseeing daily restaurant operations, supervising service periods, managing cash handling and reconciliations, and ensuring high service standards. You will also supervises and train staff, contribute to management meetings, and ensure efficient performance across all sections of the restaurant.

Occupation Tasks and Duties:

• Service: Be able to perform all areas of the restaurant to a high standard (except for Sommelier), including planning and organising special functions for guests and guest groups. Conferring with customers and guests to assess their satisfaction with meals and service. Take reservations, greet guests and assist in taking orders.

• Shift Management: Capable of cashing off, managing breaks, delegating tasks, assigning positions, completing end of day timesheets on Tanda, conducting brief and being the manager on duty to deal with complaints or problems faced. Planning menus in consultation with chefs as required. Organises and controls the operations of the venue to provide dining and catering services.

• Communication: Conduct effective communication between employees, customers and management. This includes weekly input in management meetings.

• Product Knowledge: Thorough knowledge of food menu and beverage lists. Capable of providing wine service when required and educating other employees about food and beverage.

• Attitude: Shows up to work each day, fulfilling all CWR values to the highest level.

• POS and iPad Applications: Highly fluent on Lightspeed (Kounta), Open Table, Spotify, HEOS, Evernote etc.

• Staff Management: Managing staff effectively by motivating, leading and developing a passionate team, whilst also assisting with staff training and performance appraisals. Selecting, training and supervising waiting and kitchen staff.

• CWR Framework: Perform all CWR framework individual responsibilities to a high level.

• Occupational Health & Safety: Adhering to the occupational health and safety guidelines, as outlined in the induction manual and other policies. Taking necessary actions when faced with potentially dangerous situations and communicating instructions clearly and efficiently to other staff. Ensuring dining facilities comply with health regulations and are clean, functional and of suitable appearance.

• Professional Attire & Personal Care: Ensure that you have neat personal appearance with a high level of personal hygiene at all times. Always have professional and appropriate workplace attire before commencing rostered shift.

• Telephone Handling: Ensuring the telephone is answered in a professional and efficient manner. Handling any customer enquiries in a professional and helpful manner. Ensuring any restaurant bookings are taken according to procedure and any messages are passed on in a timely fashion.

• Ordering and Stock organisation: Arranging the purchasing and pricing of goods according to budget, coordinating and executing training of ordering processes for other staff. Maintaining records of stock levels and financial transactions for the business and departments.

Roles and Responsibilities:

SERVICE

• Cash off at the end of the night.
• FOH shift management. This includes managing breaks, delegating tasks, assigning positions, ensuring all staff are briefed, and being the manager on duty to deal with any complaints and problems faced throughout the day and/or night.
• Provide feedback, updates and ideas in weekly manager meetings. This includes any communication regarding recruitment and training.
• Offer assistance with wine to customers and other staff when required.
• Build on friendly and professional relationships with regular customers.
• Build on friendly and professional relationships with FOH and kitchen staff.
• Perform Bar Floor, Bar, Dining Room, Running, Outside, Functions and Host positions to a high level.
• Bar shifts when required.
• Responsible for being highly fluent in POS system to cash off, control music, solve app or printer errors etc.
• Planning menus in consultation with Chefs
• Organises and controls the operations of a restaurant or related establishment to provide dining and catering services.
• Planning and organising special functions
• Arranging the purchasing and pricing of goods according to budget
• Maintaining records of stock levels and financial transactions
• Ensuring dining facilities comply with health regulations and are clean, functional and of suitable appearance
• Conferring with customers to assess their satisfaction with meals and service
• Selecting, training and supervising waiting and kitchen staff
• May take reservations, greet guests and assist in taking orders

RECRUITMENT

• Recruitment of FOH casual wait staff.
• Assisting Travis with the recruitment of Sommelier and Management staff.
• Responsible for editing and posting job ads and maintaining a presence on recruitment platforms, including Scout and social media.
• Responsible for reviewing resumes and responding to all applicants in a timely manner (within two days).
• Responsible for conducting interviews for FOH wait staff.
• Responsible for conducting reference checks for FOH wait staff.
• Responsible for responding to unsuccessful candidates after the interview process.
• Responsible for assisting Travis with interviews and reference checks for FOH Manager and Sommelier positions.
• Responsible for communicating with management about status of recruitment.
• Responsible for onboarding of all new FOH staff members.

TRAINING

• Responsible for maintaining and updating all Front of House Job Descriptions and employment documents in Happy HR, and reviewing and updating every 6 months.
• Responsible for maintaining and updating the Front of House training manual and Front of House Managers manual, and reviewing and updating every 6 months.
• Responsible for maintaining and updating any other Front of House documents not within training manuals, and reviewing and updating when required.
• Responsible for ensuring that every new FOH employee has an appraisal 1 month after their start date and sits their tip test.
• Responsible for ensuring performance appraisals are conducted every 3 months, and that the questions are reviewed and updated each time if required.
• Responsible for ensuring every new Front of House staff member completes Induction on or before their first shift.
• Responsible for the implementation of individual training plans for every Front of House staff member, including new FOH Manager's, and recording their development.

OTHER TASKS THAT MAY BE REQUIRED

• Covering shifts in the office.
• Writing rosters and/or training new Manager how to write rosters.
• Ordering of all linen, toilet paper, cutlery, crockery, paper towels and any other FOH items.
• Completing FOH tips
• Processing of Payroll and other payments from Esther.

Skills and Experience:

• Minimum 1–2 years’ relevant experience working in a supervisory or management capacity within a café or restaurant hospitality environment.
• Demonstrated experience planning, organising and overseeing daily restaurant operations, including coordinating front-of-house service delivery and maintaining operational standards.
• Proven ability to supervise and support front-of-house staff, including allocating duties, monitoring performance, and ensuring service quality and compliance with workplace procedures.
• Demonstrated experience delivering and maintaining high-level customer service standards, including managing guest enquiries, handling complaints, and resolving service issues effectively.
• Proven ability to organise and prioritise operational and staffing requirements to meet business demands during peak trading periods.
• Demonstrated decision-making and problem-solving skills in resolving operational, staffing, and customer service matters in a timely and professional manner.
• Effective communication skills used to liaise with customers, kitchen staff, suppliers, and senior management to ensure smooth service operations.
• Demonstrated competency in administrative and organisational tasks, including staff rostering, reservations management, reporting, and use of POS and hospitality management systems.
• Ability to work efficiently in a fast-paced hospitality environment, managing multiple responsibilities simultaneously while maintaining service standards.
• Demonstrated high level of accountability, reliability, and attention to detail in overseeing service delivery, compliance requirements, and overall restaurant presentation.
• Knowledge of the industry with experience in similar sized organisations
• Strong client relationship and people management skills, with the proven ability to develop trust and credibility
• Excellent communication skills written and verbal
• Excellent interpersonal/telephone skills and intuition
• Ability to prioritise work
• Ability to multi task and work under pressure
• Decision making abilities
• Excellent planning, organisation and computer skills
• High degree of accountability and attention to detail

 Qualifications:

• RSA Certificate
• Formal wine training (WSET, CMS or similar wine certification) encouraged by not necessary.
• Applicable years of industry experience, especially in hatted or fine dining establishments.

Nominated Salary:

$80,000

The ideal candidate:

• Has a minimum of 5 years experience in hatted restaurant/s.
• Loves wine and can sell it confidently. Formal training preferred (WSET, CMS).
• Has strong organisational skills and attention to detail.
• Must love communicating! This means being equally respectful, engaging, and as kind to guests as you are with our Kitchen, FOH and Office teams. 
• Loves drinking wine and dining out as much as they love serving guests.
• Has a sense of urgency and thrives in a busy environment.
• Excited to contribute toward our supportive, engaging, respectful and hard working culture.

A little bit about us:

• We get along with and respect each other. This is very important to us and extends to both sides of the pass.
• We work really hard, it’s not always easy but it is a supportive environment and rewarding challenge.
• We train, train, train and love doing it at all levels of experience, and it’s ongoing!
• Our aim is to have you leave with more career opportunities than you had when you walked in.
• We work closer than ever with our farmers and suppliers to produce a seasonal menu and to serve food we are proud of.

If you think you’re the right fit, email Chiara at careers@thecarltonwineroom.com.au.