Front Of House Lead

Front of House (FOH) Lead

The Front of House (FOH) Lead is responsible for overseeing front-of-house operations and ensuring a consistent, high-quality customer experience across all touchpoints at Blossoming Lotus Caf.

This role expands on the Caf Team Member position, adding ownership of guest experience, communications, catering coordination, and FOH training for all staff. The FOH Lead is expected to maintain strong awareness of daily operations, lead by example during service, and ensure that both in-person and online interactions reflect the standards and values of Blossoming Lotus.

Primary Responsibilities

• Lead front-of-house service during shifts, ensuring efficiency, organization, and consistency and efficient order fulfillment.
• Maintain a clean, organized, and welcoming customer-facing environment at all times.
• Ensure accurate and timely order taking across all channels (in-person, phone, delivery platforms) including menu management on site and online.
• Address and resolve customer concerns in a professional and timely manner.
• Monitor overall service flow and step in as needed to maintain pace and quality

Communications Management

• Manage all inbound communications daily including voicemail and View email address on click.appcast.io email
• Respond to customer inquiries, feedback, and concerns in a timely and professional manner; in person and online reviews, etc.
• Coordinate communication with vendors, suppliers, and community partners as needed
• Ensure follow-up and resolution on all communications; escalate to Caf Manager when appropriate

Catering & Event Coordination

• Coordinate all catering, large orders and events from initial inquiry through fulfillment
• Confirm order details, timelines, and special requests with customers
• Communicate orders clearly with BOH and FOH team members
• Oversee accuracy, packaging, and readiness of all catering orders
• Maintain organization and documentation related to catering orders

Team Training & Development

• Train and support caf team members on all FOH responsibilities, including:
  • POS systems and order accuracy
  • Service standards and customer interaction
  • Dining room upkeep and cleanliness
  • Suggestions to increase average ticket that enhances their experience
• Provide real-time coaching and reinforce consistency during service
• Support onboarding of new team members in FOH roles
• Model expected behavior, accountability, and communication standards

Operational Support & Accountability

• Ensure execution of opening and closing procedures
• Monitor cleanliness, restocking, and organization of FOH areas
• Maintain awareness of inventory needs for FOH supplies and communicate accordingly
• Identify inefficiencies and support improvements to FOH systems and workflows
• Coordinate with BOH and Caf Manager to ensure alignment in daily operations

Ongoing Caf Team Responsibilities

• Perform all core Caf Team Member duties as needed, including:
  • Taking orders and processing transactions
  • Preparing beverages and food items
  • Supporting kitchen operations (including the line) during peak periods
  • Cleaning, dishwashing, and restocking
• Remain flexible and responsive to the needs of the business during each shift

Performance Expectations

• Consistently maintains a high standard of customer experience
• Demonstrates reliability, organization, and follow-through
• Communicates clearly and professionally across team and external contacts
• Supports a positive, efficient, and accountable team environment
• Effectively balances service responsibilities with leadership and coordination duties
• Maintains a clean and animal-free dining room that aligns with our plant-based and wellness values

Qualifications

• 35+ years of caf, restaurant, or hospitality experience
• Light cooking experience and/or confidence in the kitchen
• Prior leadership or shift lead experience preferred
• Strong written and verbal communication skills
• Ability to manage multiple responsibilities in a fast-paced environment
• Proficiency with POS systems and basic digital communication tools
• Alignment with plant-based food and wellness values