Villatel, a multifaceted hospitality company seeks a highly experienced and dynamic Front of House (FOH) Manager to join our resort amenity, Aqua Bay Water Park. This individual is responsible for all guest-facing and heart-of-house food & beverage operations to include table and cabana service as well as the bar. This role demands a passionate individual with superior communication and interpersonal skills, a high degree of professionalism, and a proven ability to effectively engage both guests and team members. This leader will be instrumental in fostering a culture of excellence while ensuring our team consistently anticipates and exceeds guest expectations in a fast-paced, high-performance work environment.
POSITION RESPONSIBILITIES:
Guest Experience & Service Delivery
- Ensure exceptional guest service across all FOH areas, maintaining luxury service standards at all touchpoints.
- Act as the primary point of contact for VIP guests, special requests, and cabana guests.
- Monitor service flow, address guest complaints, and resolve service-related issues promptly and professionally.
- Oversee the ambiance, cleanliness, music, and presentation standards in all guest areas.
Team Leadership & Staff Management
- Lead, schedule, and manage a team of servers, food runners, bartenders, and cabana attendants.
- Conduct pre-shift meetings, schedule team meetings, conduct regular performance evaluations.
- Foster a positive team environment focused on communication, collaboration, accountability, and guest-focused mindset.
- Train new hires on SOPs, service standards, safety, and product knowledge.
Cabana Operations & Premium Services
- Manage all aspects of the cabana guest experience, from reservations and setup to VIP service delivery and breakdown.
- Maintain the highest standards of cleanliness, décor, and functionality of every cabana.
Operations & Financial Oversight
- Monitor daily operations to ensure seamless execution of food, beverage, and cabana services.
- Assist in budget management, labor cost control, and revenue forecasting.
- Work with bar, inventory team, and purchasing to track usage and ensure accurate ordering.
- Review and analyze sales trends and guest feedback to improve offerings and efficiency.
- Responsible for daily sales and revenue reporting, labor and staffing reports, customer service metrics, and incident reporting.
Administrative Duties
- Prepare daily shift reports, sales summaries, and service notes.
- Maintain staff scheduling, payroll, time-off requests, and attendance logs.
- Enforce compliance with health, safety, and hygiene standards.
- Coordinate with General Manager and Aquatics Manager on promotions, themed activities, private bookings.
QUALIFICATIONS:
- 3+ years of FOH management experience in luxury hospitality, resort, or high-volume restaurant/bar environment.
- Proven leadership in managing diverse service teams, including VIP clientele.
- Strong working knowledge of POS and reservation systems.
- Excellent interpersonal, conflict resolution, and communication skills.
- Ability to multitask and lead in a fast-paced, high volume, guest-focused environment.
- Availability to work flexible hours including weekends, evenings, and holidays.
- Certification in food safety and alcohol service (e.g., ServSafe, TIPS) required.
- Ability to work in outdoor environments for extended periods, including during hot weather.