Front of House Manager - Food Service

Description

Our Company

The Theodore Roosevelt Medora Foundation (TRMF) is a premier tourism operation and a 501(c)(3) nonprofit organization. TRMF welcomes hundreds of thousands of guests each year through a diverse lineup of entertainment, historical, and educational attractions. We are committed to connecting people to Medora through positive, life-changing experiences.

Objective/Summary

The Front of House Manager leads daily restaurant operations and is accountable for delivering a welcoming, efficient, and memorable guest experience. This hands-on leader works alongside the front of house team during service, trains and coaches employees, coordinates with back of house leadership, resolves guest concerns, maintains service and cleanliness standards, prepares schedules, and adjusts staffing to meet business needs.

Duties/Responsibilities

• Assist the Restaurant General Manager with onboarding, training, coaching, and evaluating front of house staff; clearly communicate daily expectations and reinforce service, safety, sanitation, and operational standards.
• Lead by example during service by assisting with seating guests, supporting table service, monitoring the dining room, and coordinating communication between front of house and back of house teams to ensure accurate, timely service.
• Monitor dining room cleanliness, table presentation, food quality, order accuracy, and service timing; promptly correct concerns and communicate recurring issues to the Restaurant General Manager and kitchen leadership.
• Engage with guests throughout service, anticipate needs, respond promptly and professionally to questions or concerns, resolve complaints within established guidelines, escalate serious issues when appropriate, and follow up to confirm guest satisfaction.
• Prepare weekly schedules based on anticipated business volume, employee availability, and labor guidelines; coordinate breaks and shift coverage, respond to call-offs, monitor overtime, and review and correct timekeeping records for payroll.
• Monitor front of house supplies, maintain accurate inventory levels, receive and store deliveries, minimize waste, and place timely orders in accordance with approved purchasing procedures and budget expectations.
• Conduct pre-shift meetings, communicate reservations, events, menu changes, service priorities, and staffing assignments, and complete opening and closing procedures.
• Monitor reservations, seating, wait times, table turns, and dining room flow; adjust sections and staffing to maintain timely, attentive service.
• Maintain working knowledge of menus, ingredients, allergens, promotions, events, and services so staff and guests receive accurate information.
• Complete required shift reports, incident documentation, cash-handling controls, and opening or closing reconciliations in accordance with company procedures.
• Participate in workplace safety meetings, model safe work practices, identify and correct hazards when possible, and promptly report accidents, injuries, unsafe conditions, and food-safety concerns according to company procedures.
• Promote restaurant offerings, events, and services by providing guests with enthusiastic and accurate information.
• Maintain positive, professional relationships with guests, co-workers, and management consistent with TRMF values.
• Perform other related duties as required.

Supervisory Responsibilities

Direct, train, coach, and support front of house staff; assign work and sections, conduct pre-shift meetings, monitor performance and service standards, recognize strong performance, provide timely corrective feedback, document concerns, and escalate employee relations or disciplinary matters to the Restaurant General Manager and Human Resources as appropriate.

Requirements

Required Skills/Abilities

• Excellent verbal and written communication skills, including the ability to give clear shift direction, coach employees, resolve conflicts professionally, and communicate effectively with guests, team members, kitchen staff, and management.
• Dependable and punctual, with the ability to maintain regular attendance and report ready to work scheduled shifts, including evenings, weekends, and holidays.
• Positive, professional, and approachable leadership style, with strong interpersonal skills and the ability to remain calm, respectful, and solutions focused during busy or challenging service periods.
• Ability to build teamwork, establish clear expectations, and collaborate effectively with the front of house, kitchen, and management teams.
• Strong guest-service orientation, with the ability to anticipate needs, read the dining room, respond with urgency, and coach staff to create a consistently welcoming and attentive experience.
• Thorough knowledge of table-service standards, dining room flow, proper service sequence, and guest relations practices.
• Strong attention to detail, organization, and time-management skills, with the ability to prioritize guest needs, staff support, and operational issues in a fast-paced environment.
• Ability to operate point-of-sale systems and perform manager functions such as discounts, voids, refunds, payment reconciliation, and basic troubleshooting in accordance with company policy.
• Ability to maintain personal hygiene and comply with established grooming, uniform, and food-safety requirements.
• Ability to learn, apply, and model company policies, operating procedures, service standards, and management direction.
• Ability to listen actively, de-escalate difficult interactions, identify practical solutions, and resolve guest complaints with empathy, sound judgment, and appropriate follow-through.
• Consistently model warm hospitality, attentive service, respectful communication, product knowledge, and a sense of urgency in every guest interaction.

Required Education and Experience

• Previous front of house restaurant experience is required; experience leading shifts, training employees, or supervising a food service team is strongly preferred.
• Demonstrated ability to identify operational problems, make timely decisions, implement practical solutions, and escalate issues when additional support or authorization is needed.
• Ability to communicate effectively in English with guests and employees and to understand menus, safety information, schedules, and operating procedures; bilingual skills are a plus.

Food Safety and Sanitation Requirements

Follow all company procedures and applicable food-safety and sanitation requirements, including proper handwashing, prevention of cross-contamination, safe handling of food and beverages, allergen awareness, cleaning and sanitizing practices, and prompt reporting of illness or unsafe conditions. Obtain and maintain any food-handler or manager food-safety certification required by the company or applicable law.

Work Environment

This position works in fast-paced fine dining, casual dining, and family dining environments and regularly moves among dining rooms, service stations, kitchens, storage areas, and outdoor entry areas. Conditions may include high noise levels, crowded walkways, changing temperatures, wet or slippery floors, cleaning chemicals, food allergens, and exposure to hot food, beverages, dishes, and equipment. Evening, weekend, and holiday availability are required, and shifts may extend beyond scheduled times based on guest volume and operational needs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee regularly communicates with guests and staff; stands and walks for prolonged periods; uses hands to handle service items and equipment; reaches, bends, and moves through crowded dining and service areas; and lifts, balances, and carries trays or other items weighing up to 25 pounds. The role requires close, distance, color, and peripheral vision; depth perception; and the ability to adjust focus.

AAP/EEO Statement

It is the policy of TRMF to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, TRMF will provide reasonable accommodations for qualified individuals with disabilities.

Our Location

• TRMF is in Medora, North Dakota, in the heart of the Badlands and near the entrance to Theodore Roosevelt National Park.
• Located near the North Dakota and Montana border along Interstate 94, Medora offers convenient access to 110 square miles of rugged natural beauty, outdoor recreation, and regional attractions. Employees have opportunities to experience the surrounding Badlands through activities such as stargazing, biking along the Maah Daah Hey Trail, and exploring the Medora area.
• The Life Skills Center serves as TRMF’s central hub of operations and provides a state-of-the-art campus designed to support employee work, learning, wellness, and community. The facility includes a dining room, fitness center, and designated spaces for music, studying, learning, prayer, reflection, and social connection.