Hospitality Service Specialist
Role Description
This is a full-time on-site role for a Hospitality Service Specialist at The High Llama in London. 45 hours a week, with reasonable flexibility throughout the week.
Responsibilities
Train BOH and FOH staff, including waiters, bakers, and barista.
Create staff schedules, ensuring adequate coverage during peak and off-peak hours.
Conduct performance evaluations, provide constructive feedback, and address performance issues.
Train staff on The High Llama's service standards, Lebanese product knowledge, and proper serving techniques.
Foster a positive, inclusive work environment and encourage teamwork and professionalism.
Ensure a high level of customer satisfaction by monitoring service quality and addressing any concerns or complaints.
Interact with customers, provide personalized service, and handle special requests.
Train staff on customer service techniques, upselling, and handling difficult situations.
Maintain a welcoming and friendly atmosphere, creating a positive dining experience for customers.
Collaborate with the kitchen staff to ensure smooth coordination between the front and back of the house.
Oversee table reservations, seating arrangements, and waitlist management.
Monitor and maintain cleanliness, organization, and appearance of the dining area, including tables, chairs, and overall ambiance.
Manage inventory for front-of-house supplies, such as glassware, utensils, and linens, and coordinate with relevant vendors.
Implement and enforce health and safety regulations, including food handling and sanitation practices.
Control costs by monitoring labor and supply expenses while maintaining service quality.
Work with the management team to develop pricing strategies and menu updates.
Develop and implement ongoing training programs for service staff, focusing on The High Llama's specific product knowledge, service techniques, and upselling.
Stay updated with industry trends, new food and beverage offerings, and service best practices.
Conduct regular staff meetings and provide ongoing coaching and guidance to enhance performance.
Qualifications:
Fluent in English, Arabic, and French.
Proven experience in a supervisory or managerial role within the food and beverage industry, preferably with a hospitality company in the Middle East (hands-on experience with Lebanese baked goods and food is a plus).
Strong leadership skills with the ability to motivate and manage a diverse team, who may include Arabic-speaking and French-speaking bakers and chefs.
Excellent customer service and communication skills.
In-depth knowledge of food and beverage operations, including service standards, menu items, and wine pairing.
Strong problem-solving and decision-making abilities.
Ability to work under pressure and handle challenging situations with composure.
Proficiency in using restaurant management software and POS systems.
Proven knowledge of global health and safety regulations and compliance standards, and willingness to learn UK-specific regulations and standards.
To apply for this position, please send your CV and a cover letter describing your career journey and availability to marhaba@thehighllama.co.uk.