Hospitality Service Specialist

Hospitality Service Specialist
Role Description
This is a full-time on-site role for a Hospitality Service Specialist at The High Llama in London. 45 hours a week, with reasonable flexibility throughout the week.
Responsibilities
- Train BOH and FOH staff, including waiters, bakers, and barista.
- Create staff schedules, ensuring adequate coverage during peak and off-peak hours.
- Conduct performance evaluations, provide constructive feedback, and address performance issues.
- Train staff on The High Llama's service standards, Lebanese product knowledge, and proper serving techniques.
- Foster a positive, inclusive work environment and encourage teamwork and professionalism.
- Ensure a high level of customer satisfaction by monitoring service quality and addressing any concerns or complaints.
- Interact with customers, provide personalized service, and handle special requests.
- Train staff on customer service techniques, upselling, and handling difficult situations.
- Maintain a welcoming and friendly atmosphere, creating a positive dining experience for customers.
- Collaborate with the kitchen staff to ensure smooth coordination between the front and back of the house.
- Oversee table reservations, seating arrangements, and waitlist management.
- Monitor and maintain cleanliness, organization, and appearance of the dining area, including tables, chairs, and overall ambiance.
- Manage inventory for front-of-house supplies, such as glassware, utensils, and linens, and coordinate with relevant vendors.
- Implement and enforce health and safety regulations, including food handling and sanitation practices.
- Control costs by monitoring labor and supply expenses while maintaining service quality.
- Work with the management team to develop pricing strategies and menu updates.
- Develop and implement ongoing training programs for service staff, focusing on The High Llama's specific product knowledge, service techniques, and upselling.
- Stay updated with industry trends, new food and beverage offerings, and service best practices.
- Conduct regular staff meetings and provide ongoing coaching and guidance to enhance performance.
Qualifications:
- Fluent in English, Arabic, and French.
- Proven experience in a supervisory or managerial role within the food and beverage industry, preferably with a hospitality company in the Middle East (hands-on experience with Lebanese baked goods and food is a plus).
- Strong leadership skills with the ability to motivate and manage a diverse team, who may include Arabic-speaking and French-speaking bakers and chefs.
- Excellent customer service and communication skills.
- In-depth knowledge of food and beverage operations, including service standards, menu items, and wine pairing.
- Strong problem-solving and decision-making abilities.
- Ability to work under pressure and handle challenging situations with composure.
- Proficiency in using restaurant management software and POS systems.
- Proven knowledge of global health and safety regulations and compliance standards, and willingness to learn UK-specific regulations and standards.
To apply for this position, please send your CV and a cover letter describing your career journey and availability to [email protected].