The Front of House Assistant Manager will be driving all day-to-day FOH activities as per the company’s true luxury Pâtisserie standards and highly specific brand creative direction.
This position will be critical in closely supporting the Owners and genuinely deputizing for the Owners for all FOH activities with customers, staff and some 3rd parties / vendors / requests.
Additionally, the position will be responsible for challenging selling process with the staff and increasing sales volume, through a high touch clienteling, pre-orders, merchandising impact, best-in-class experience, look & feel, and overall appearance, and more.
Leading, motivating, and monitoring FOH staff activities, while being in the customer service action directly as well, will be critical. The FOH Assistant Manager will need to ensure that the company’s high expectations for service, appearance, cleanliness, and product knowledge are consistently followed by the entire FOH staff team through all shifts as well as during openings and closings.
The successful candidate will bring several years of relevant experience with a successful track record, a true passion for high touch customer service, and a self-driven approach.
An interest in gastronomy, Pâtisserie and/or French arts & culture is important. French language knowledge is a big plus but not mandatory.
SPECIFIC RESPONSIBILITIES:
Including but not limited to the following, and subject to change based on evolving business priorities:
- Ensure perfect appearance in line with company standards through exactitude of space organization, merchandising, and pristine cleanliness at all times.
- Motivate and monitor / re-train / correct staff to ensure such luxury guidelines are followed.
- Ensure product and service communications from team to customers are fully in line
- Ensure schedule is being followed and be the primary point of contact for any call-outs and in order to find replacement staff in such instances
- Be in the action with the team for customer service during peak moments while on site
- Anticipate and manage rushes at the counter to maximize customer satisfaction, experience, as well as sales volume
- Monitor staff performance, provide feedback, and address any service issues promptly.
- Conduct staff training on new menu items, service procedures, and company policies.
- Greet guests warmly and professionally upon arrival, and ensure the entire team does the same, consistently
- Ensure smooth guest flow throughout the dining room, addressing any concerns or complaints efficiently and teaching staff how to do so for those times when off-site
- Monitor table turnover and optimize seating arrangements to maximize capacity.
- Actively engage with guests to create a positive Pâtisserie experience.
- Ensure execution with high touch presentation of all orders: live at counter, live digital, on-site pre-orders, and online pre-orders.
- Communicate with Owners and BOH as need be for orders and operational executions to be consistently smooth and processed.
- Train on and monitor opening and closing procedures are followed on a daily basis and with an anticipation and luxury standard approach
- Monitor inventory levels of supplies and beverages, placing orders as needed and per frequency set with Owners.
- Maintain cleanliness and organization of the front of house area, including dining room and restrooms, as well as counter and visible hot kitchen.
- Make sure to have FOH staff or Porter execute such cleanliness duties on consistent basis.
- Enforce company policies and standards related to service and guest experience.
- Assist with staff scheduling and timekeeping, ensuring compliance with labor laws.
- Handle cash management and ensure accurate transactions.
SKILLS & EXPERIENCE REQUIRED:
- Excellent communication and interpersonal skills to interact effectively with guests and staff
- Understanding of luxury requirements and nuances in a hospitality setting
- Strong leadership abilities to motivate and manage a team, and comfort level in ensuring operations are up to standard with the team, even during traffic peaks
- Detail-oriented with a focus on maintaining high service standards
- Ability to work under pressure and manage multiple tasks simultaneously
- Ability and excitement to work in the action with the team while overseeing such team and operations
- Prior relevant experience in a restaurant or hospitality setting, preferably with supervisory experience, with successful track record
- Knowledge of POS systems and restaurant operations
- Flexibility to work varying shifts, including weekends and holidays
About Us
Pâtisserie Vanessa is a luxurious, French Pâtisserie shop with its first, flagship location in the heart of the Upper East Side in New York, NY.
Led by Magali Vanessa Silengo, Founder, Co-Owner and Culinary Director, and Marc-Antoine Silengo, Co-Owner and Brand Director, the company's purpose is to transport Pâtisserie Dreamers with Vanessa's truly authentic French pastries and the chic, relaxed spirit of the South of France.
The team at Pâtisserie Vanessa prides itself on providing excellent customer service with a passion for true French Pâtisserie and an upscale, elegant, warm and welcoming environment for all.
The successful candidate will be a truly hard working personality with a team player, proactive attitude, and must be genuinely warm and welcoming to ensure a consistent customer experience. A strong knowledge or interest in learning more about French Pâtisserie is essential.
