TAPROOM LEADER

(Operation and Guest Relation)

Mission 

We are seeking a dynamic and highly engaged Restaurant Leader to oversee daily operations and elevate our customer journey. Blending operational leadership with the dedicated focus of a Guest Experience Manager, you will oversee the entire customer journey to ensure every diner has a welcoming, memorable, and high-quality visit. You will be the face of the restaurant, driving daily sales, coaching the team, and maintaining impeccable operational standards.

Key Responsibilities

1. Customer Experience & Hospitality

• Welcoming & Greeting: Act as the primary ambassador on the floor, making a strong first impression by welcoming guests at the door and building rapport with regulars and VIPs.
• Personalized Touches: Manage special requests, celebrations, and dietary needs to deliver a tailored, memorable dining experience.
• Resolving Complaints: Act as the primary problem-solver to address service hiccups and turn unhappy diners into satisfied, loyal customers before they leave.
• Feedback Management: Collect and analyze customer feedback from online reviews, surveys, and table visits to continuously refine and improve operations.
• Atmosphere Management: Curate the restaurant‘s environment (lighting, music, cleanliness, and overall vibe) to ensure it consistently aligns with brand standards.

2. Staff Training & Supervision

• Lead, motivate, and supervise Front-of-House (FOH) and Back-of-House (BOH) teams during shifts to ensure smooth operations.
• Coach front-of-house staff on service standards, empathy, active listening, and effective customer communication.
• Conduct pre-shift briefings to communicate daily goals, menu specials, and VIP guest arrivals.
• Foster a positive, inclusive, and high-performing team culture.

 3. Revenue Generation (Top-Line Focus)

• Drive daily, weekly, and monthly revenue targets by motivating the team to upsell and cross-sell menu items.
• Optimize table management and seating strategies to maximize covers and revenue during peak hours.
• Identify local trends and propose creative, in-store promotions to increase foot traffic and customer spending.

4. Daily Operations & Roster Management

• Execute flawless opening and closing procedures, ensuring the restaurant is fully prepped for service.
• Manage the flow of service between the kitchen and the dining room to ensure timely and accurate order delivery.
• Draft weekly staff rosters based on forecasted sales and operational needs.
• Important: All schedules and rosters must be submitted to and approved by the Cluster Manager prior to finalization and publishing.

5. Cash & Inventory Management

• Oversee all cash handling procedures, including till floats, daily cash reconciliation, and safe drops, ensuring absolute accuracy and compliance with company policies.
• Manage daily and weekly inventory counts, track stock levels, and place accurate orders to prevent shortages.
• Monitor portion control and minimize food and beverage waste to support healthy profit margins.

6. Maintenance, Health & Safety

• Ensure the restaurant meets all local health, safety, and hygiene regulations (including food safety standards).
• Conduct daily walkthroughs to inspect the cleanliness and safety of the dining room, restrooms, and staff areas.
• Log and report any equipment breakdowns, structural defects, or maintenance issues immediately to relevant vendors or maintenance teams.

Qualifications & Key Skills

• Emotional Intelligence: Strong empathy to read customer moods and anticipate guest needs proactively.
• Communication: Clear and polite verbal/written skills for seamless interaction with guests and staff.
• Problem-Solving: Quick thinking under pressure to resolve service hiccups smoothly before guests depart.
• Previous supervisory or leadership experience in restaurant operations or guest experience roles.
• Solid understanding of POS systems, cash handling, and basic inventory tracking.
• Flexibility to work varied shifts, including evenings, weekends, and public holidays.

Reporting & Relationships

Reports to: Assigned Cluster Manager

Directly manages: Taproom front-of-house staff (servers and bartenders) and oversees the kitchen staff.

Works closely with:

• Head Chef / Kitchen Team:To ensure food quality standards.
• Marketing Team:To plan and execute events, seasonal promotions, and social media campaigns.
• Back-Office Team:To handle purchasing, inventory, and cost control within the approved budget.

Salary & Benefit

• Location: HCM / HA NOI/ HOI AN/ BINH DUONG/ NINH BINH
• Basic Salary: From VND 18,000,000 gross per month.
• Probation Period:2 months at 85% of the gross salary.
• Taproom Food & Beverage Allowance: VND 3,000,000 per month.
• Business trip: Transportation & Accommodation in accordance with the Company policy.

 After Probation – Additional Benefits:

• Full salary at 100% (gross).
• KPI Bonus (according to department structure).
• Annual Bonus (based on tenure and performance evaluation).
• Other conditions in accordance with Vietnamese Labor Law and the Company Rule Book.
• 12 days of annual leave.
• Social insurance as regulated by Vietnamese Labor Law.