Company Background
Our client is a well-established international chain restaurant brand specializing in a distinctive fast-casual dining concept. Founded in 2017, the company pioneered a fast-food model within its category and rapidly achieved strong brand recognition.
After several years of expansion, the company now operates 2,500+ stores globally, with locations across North America, the Middle East, Southeast Asia, and major international cities. It is recognized as a leading brand in its segment by store count and continues to grow its overseas presence.
Role Overview
The Front Office Manager (FOH Manager) is responsible for overseeing and optimizing the entire guest dining experience, from greeting and ordering to service and payment. This role combines front-of-house operations leadership, team development, and guest relations, ensuring consistent service excellence and operational efficiency.
Location: San Diego, California
Language Requirement: Chinese (Mandarin) is required; fluent English is mandatory
Interview Process: 3 rounds (HR → Operations Leader → Senior Management)
Key Responsibilities
Service Excellence & Process Control
- Oversee daily front-of-house operations to ensure greetings, ordering, service, and payment processes meet brand standards.
- Inspect dining areas to ensure cleanliness, proper table setup, and equipment readiness.
- Optimize staffing levels to ensure efficient service, minimize guest wait times, and maximize table turnover during all operating hours.
Team Training & Performance Management
- Lead FOH recruitment, onboarding, training, and performance evaluations.
- Conduct regular training on service etiquette, guest interaction, and conflict resolution.
- Motivate and inspire team members through positive reinforcement, professional conduct, and leading by example, fostering a culture of accountability and excellence.
Guest Relations & Conflict Resolution
- Proactively engage with guests, collect real-time feedback, and resolve service issues promptly.
- Handle guest complaints professionally and monitor online reviews (e.g., Yelp, Google) to identify improvement opportunities.
- Deliver exceptional service to VIP and special guests by anticipating needs and personalizing the dining experience.
Operational Support & Cross-Functional Coordination
- Coordinate closely with the Executive Chef to streamline order flow and optimize food delivery timing.
- Assist in monitoring inventory levels and ordering FOH supplies to ensure uninterrupted operations.
- Support the General Manager by analyzing sales and labor data to improve scheduling strategies and overall operational efficiency.
- Perform additional duties as assigned by management.
Requirements
Experience & Education
- Minimum 1 year of experience as a Front of House Manager or Front Office Manager in a chain restaurant environment (entrepreneurial or catering business experience is a plus).
- High school diploma or above; additional education or training in hospitality or related fields is preferred.
- Proven experience managing teams, including recruitment, training, scheduling, and staff motivation.
Skills & Knowledge
- Strong understanding of U.S. restaurant regulations and standards, including food safety, labor laws, and operational compliance.
- Excellent communication and interpersonal skills; ability to work independently and remain calm in high-pressure situations.
- Proficiency with POS systems and Microsoft Office (Word, Excel, Outlook) for daily operations, reporting, and communication.
- Strong service mindset with a commitment to delivering high-quality guest experiences.
Language Requirements
- Fluent English
- Mandarin Chinese required
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to lift up to 30 lbs.
- Ability to bend, stretch, and reach for products and supplies (with or without reasonable accommodation).
- Ability to work in temperature-variable environments, including refrigerated areas and hot kitchen spaces.
- Ability to maintain cleanliness and sanitation standards in all work areas.
