FOH Operations & Brand Experience Lead

Collaborate with the management team to develop and continuously optimize front-of-house (FOH) operations manuals and standardized procedures. Oversee and manage the daily FOH operations and execution of marketing initiatives across nine restaurant locations, ensuring continuous improvement in service quality, operational efficiency, and overall business performance. Key responsibilities include, but are not limited to: establishing and refining opening and closing procedures, optimizing inventory and supply management systems, coordinating FOH procurement with headquarters, evaluating and improving vendor pricing and performance, and overseeing the maintenance and proper use of FOH equipment. Conduct weekly operational and sanitation audits to ensure full compliance with health department and regulatory requirements. Maintain close collaboration with marketing and operations teams to drive effective execution of promotional initiatives, with the goal of increasing revenue, average revenue per employee, and overall labor productivity. Responsibilities

1. Establish and continuously refine FOH service standards and operational procedures. Monitor service execution across all locations to ensure consistency and alignment with company standards, delivering a high-quality and consistent guest experience. Drive continuous improvement through performance analysis and on-site observations to enhance customer satisfaction and brand reputation.
2. Develop and implement a structured training and development system for FOH staff, including onboarding, ongoing training, and leadership development for head servers and service staff. Ensure team members possess the required skills and knowledge to deliver consistent, high-quality service, while continuously improving overall team capability and professionalism.
3. Oversee all aspects of FOH human resource management, including recruitment, interviewing, scheduling, workforce allocation, performance evaluation, promotions, and disciplinary actions. Build and maintain a high-performing, stable, and accountable team, while fostering employee engagement and productivity.
4. Maintain effective and consistent communication with the Brand Chef, restaurant head chefs, FOH supervisors, and commissary kitchen. Actively relay feedback from guests and front-line staff regarding food quality, service flow, and operational efficiency. Facilitate strong FOH and BOH collaboration to continuously improve product quality and service processes, ensuring smooth and efficient operations.
5. Develop and maintain strong customer relationships. Handle escalated customer complaints and complex service issues in a timely and professional manner. Continuously enhance the guest experience to improve customer satisfaction and loyalty.
6. Support new restaurant openings as required by the company, including pre-opening preparation, team setup, operational implementation, and post-opening support. Ensure new locations launch successfully and achieve operational stability in a timely manner.

Qualifications

1. Experience: Related position experience in the restaurant industry , be familiar with restaurant operations and service procedures.
2. Leadership & Management Skills: Strong leadership and management, responsible, with the capacity to effectively lead and motivate a team, to achieve the team’s target.
3. Financial and business Awareness: Basic knowledge of financial budgeting, cost control, and profitability，understand the market trends and competition, and be able to formulate appropriate sales strategies and business decisions to contribute to business growth is advantageous.
4. Food Safety and Hygiene Knowledge: Familiarity with food safety and hygiene regulations and practices, and related regulations stated by Sanitary Bureau.
5. Mandarin / Cantonese speaker is preferred.

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