FOH Supervisor

FOH SUPERVISOR

ROLE PURPOSE:
In this role you will work as a Senior Waiter, and take on supervisory and at times, sole front-of-house responsibility.
You will be an important part of the team in our busy restaurant, bar, and visitor centre, working together to create a memorable customer experiences, every day.
You are an ambassador for The HEKE, both inside and outside the business, telling our story through your actions which deliver on a commitment to excellence: ‘The HEKE’ way. 
Importantly, you must be prepared to live long-term on Waiheke Island, Auckland, New Zealand.

ABOUT THE HEKE:
Set on 4 acres of gardens, amongst Waiheke's leading wineries and restaurants, and nearby beaches, The Heke stands out. An award-winning distillery & brewery, with tourist visitor experiences, a busy Tasting Room, event spaces and The Heke Restaurant. In just over four years since opening, we have amassed over one thousand reviews across TripAdvisor, Google, Facebook and other places, with a loyal local clientele and tour groups visiting every day.
With a relaxed feel, our gardens welcome guests with Maori artworks and manicured lawns. We are a favourite with families, and people seeking delicious food and drinks in a lovely setting.

Our owners are forward-thinking, ambitious and provide strong leadership to the General Manager & wider team. We believe that a great guest experience comes from a happy and respected team. We work collaboratively each day, with everyone helping the others to provide a seamless 5* experience.

SKILLS AND EXPERIENCE:
At least three years' experience in a customer-facing role, for example a busy restaurant, pub, hotel, airline (hostess/cabin crew) environment.
A formal hospitality qualification is not a requirement but is an advantage.
Ability to manage the day to day restaurant tasks.
Strong knowledge of what it takes to be best-practice.
Adept at using POS and a range of software applications to maintain administration and customer services.
Be prepared to apply for a New Zealand Manager's Licence and LCQ for the responsible service of alcohol, or hold this already.
Excellent communication skills and a great can-do attitude.
Attention to detail and showing initiative.
Problem-solving and team focused.
 
KEY ACCOUNTABILITIES:
This is a varied and important role for the day to day operation of The Heke, key to the coordination between customers and team members.
You will be flexible and be able to work as supervisor, host, and confident and able to manage the Front of House when the Restaurant Manager is not there.
Ideally, you will also be confident to deliver responsible alcohol licensing adherence as a Duty Manager, or to quickly achieve your Managers License.

You will deliver:
1. Customer service across all part of the front of house operations as required; food and drink service
2. Collaborating with the owners in driving and increasing customer satisfaction across the site
3. Co-ordinating effective people & practices in conjunction with the Restaurant Manager
4. Adherence to the legal compliance of the venue.
5. Maintaining venue presentation
6. Act as an escalation point for customer feedback in regards to product and service
7. Ensuring all policies and procedures are implemented
8. Working alongside the GM & Events Manager in preparing for and guiding delivery at the front of house for events, group bookings, tours and tastings as required.
 

HOW WE WILL MEASURE SUCCESS (KPI’S):
Feedback from customers, team members and other leaders is positive.
Customers needs are met and exceeded.
Customers and team members feel welcomed and safe at all times.
The HEKE guidelines and policies are adhered to and respected.
Team is engaged, motivated and performing through culture and management practices.
Alcohol and health & safety compliance on site is monitored and recorded.
 

BEHAVIOUR AND PERSONALITY:
Flexible, adaptable and a can-do attitude
Friendly, outgoing and sociable
Confident and assertive
Enthusiastic and driven
Caring and shows humility
Dedicated to perfection

You will live long-term on Waiheke Island, Auckland, New Zealand.
Accomodation may be possible in our comfortable staff house, as well as help with orientation on arrival, if required.

Please apply now if this sounds like you!