Front of House Manager

About Us: 
At The Big Group, we are all about the essence of true hospitality, made for the 21st century. From sourcing ingredients, training our staff, and curating the details, the great Art of Australian Hospitality is its ability to flex from formal to relaxed, ultra-contemporary to authentically multicultural, and to show everyone a good time. When it comes to our team, Fun is Fundamental! We believe that a dynamic and enjoyable work environment is key to delivering exceptional service. Our team is passionate, energetic, and dedicated to creating memorable experiences for our guests while having a great time doing it! 
  
Our Venues:
Our venues Ormond House, Luminaire, Glasshouse and State Library Victoria (SLV) provide stunning event spaces for corporate dinners, conferences, cocktail parties, private occasions, weddings, milestone celebrations, and everything in-between. In addition, we also have a Production Kitchen in North Melbourne to support the volume of events within our venues.

Position Overview:
We are looking for a Front of House Manager to lead the day-to-day operations of our Guild Cafe, as well as our soon to be opened Biblio Cafe at one of the most stunning venues in Melbourne - State Library Victoria. This is a Monday to Friday role, where you will will set the tone on the floor, develop your team, drive strong business performance and make sure your customers receive an experience that feels unmistakably The Big Group.
  
Main duties:

• Lead from the floor – Reporting to our Operations Manager, you will set the energy and pace of the café, delegate effectively, solve problems, and make sure every shift delivers warm, spirited, and memorable service.
• Build an exceptional team – Coach, motivate and develop our baristas, shift supervisors and floor team, creating an environment where people feel supported, accountable, and excited to come to work.
• Own the customer experience – Champion service standards, manage reservations and walk-ins, respond positively to feedback and complaints, and continually look for ways to make the experience better.
• Drive the business – Own sales and labour targets, rostering, and staffing decisions, encourage smart upselling, manage stock, and help ensure both cafés perform commercially without compromising the experience.
• Keep everything running beautifully – Champion our SOPs, POS and booking systems, opening and closing procedures, maintenance, food safety, WHS, compliance and sustainability practices.  

Skills and Experience required:

• Personality and leadership – You are an honest, open, and engaging communicator who naturally brings people together. You enjoy coaching people, giving feedback, and helping your team become better at what they do.
• A genuine hospitality mindset – You are service obsessed, commercially aware and understand that the little things are often what turn a good customer experience into an exceptional one.
• Curiosity and initiative – You ask questions, challenge the status quo, and don't wait around for someone else to improve things. You have ideas and, importantly, know how to make them happen.
• Strong operational experience – You have a minimum of 3 years' experience successfully leading a café, hospitality or retail operation and understand rostering, labour management, sales, stock, POS systems, food safety and workplace health and safety.
• Organisation without losing the human touch – You can juggle people, customers, systems, numbers, and unexpected problems while remaining approachable, positive and composed.
• Relevant First Aid/CPR, Food Safety Supervisor and Working with Children credentials will also be required for the role.

How to Apply:
If you are passionate about hospitality and have the skills and experience to excel in this role, we invite you to send us your resume and cover letter.
Join us in creating unforgettable experiences at The Big Group!