Temp Front of House Manager at The Heineken Company

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

• 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

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

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

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