Front of House

JOB DESCRIPTION

Summary/Objective

Our Front of House team is accountable for providing amazing experiences for our guests. This is achieved through what we call Relentless Hospitality. Our Front of House positions should exuberate our hospitality standards, listed below. If you read them and get excited about creating this kind of culture with a really great group of people- please apply to join the team!

Big Grove Hospitality Standards

• I do what it takes to be successful in our culture, standards, and values.
• I assist my teammates, stepping out of my primary duties when necessary, to make them more effective. (Enrich the life next to you)
• I am empowered to deliver Relentless Hospitality.
• I know every guest and team problem is an opportunity to make LASTing connection. LAST - Listen, Acknowledge, Solve, Thank.
• I focus my attention on each person within 20 feet. I smile, make eye contact, and appropriately acknowledge each person within 10 feet. I greet any person within 5 feet. (5/10/20)
• I am the greatest host of the greatest house party. I say hi, bye, and thank you until it’s weird. (Host the greatest weirdest house party)
• I let people know what I can do, not what I can’t do. (Don’t Stop, Get it, Get it)
• I am proud and responsible for: 1. My professional appearance, language and behavior. 2. Our safe, clean, and beautiful place. (Look and be phenomenal)
• I know sometimes a guest or teammate may not be right, but I take charitable actions to ensure they remain my guest or teammate. (Be generous with your spirit)
• I prepare properly to get stuff done and deliver gold medal work. (Preparation GSD = Gold)
• I know problems are just opportunities. They are waves to ride together to success. I see my teammates and can get on my board. (Waves crush you, unless we surf together.)

• I create connections so I can give, take, and share directions. (ABCD - Always Be Collecting, Creating, and Connecting the Dots)As a standard, Front of House employees are hired for and will learn all aspects of what it takes to run a successful service. You may have more than one primary role. Our FOH roles include: bartender, server, host, merch utility, shift manager, and runner. Specific role opportunities are based on experience, knowledge and core value competencies.

Core Values

Big Grove only hires and retains people who exhibit our core values. Our Core Values are:

• Set the Tone

• Thirst for Improvement
• We Care
• Practice Candor

• Passion Driven

Be a high performing Big Grove team member with ability to look at business as a whole, communicate with all people, collaborate with all departments, work to solve organizational problems, and accomplish goals. Contribute to and exemplify Big Grove values, vision, standards, and culture.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Every FOH position has slightly different job duties. Here are the top for each role:

• Bartender

  • Delivering Relentless Hospitality to all guests seated at the bar is fundamental to this role. From the initial welcome to close out- you are accountable for the experience of that guest.
  • Responsible for preparing and serving a variety of beverages for the bar and restaurant. Ensure that drinks are made accurately and consistently according to recipes, correct glassware is being used and that it is clean, and beers are being poured properly.
  • Have an in-depth understanding of our food and beverage menus. Understand different types of alcohol and how to serve them responsibly. Stay up to date on all the latest beer and menu releases.
  • Keep the bar full & organized of all inventory of alcohol, mixers, garnishes and other supplies.
  • Keep the bar area clean and well maintained.
• Server
  • Delivering Relentless Hospitality to all guests seated in your section is fundamental to this role. From the initial welcome to close out- you are accountable for the experience of that guest.
  • Have an in-depth understanding of our food and beverage menus. You must be able to answer guest questions accurately; including questions about food sensitivities. Stay up to date on all the latest beer and menu releases.
  • Accurately record and convey customer orders into the Point of Sale. Deliver food promptly and correctly. Relay any issues quickly.
  • Always be upselling in a caring way- suggest appetizers, beer pairings, dessert, to go beer. Must not be afraid to suggest new things to guests.
  • Assist team in running food and drinks, bussing tables, helping clean.
• Host
  • Hosts are the first point of contact for guests into Big Grove and it is a huge responsibility to be their first impression. Make sure they are greeted warmly and with enthusiasm.
  • Address guest inquiries, handle complaints or special requests, and ensure that guests have a positive experience from the moment they arrive until they depart. Politeness, professionalism, and strong communication skills are essential.
  • Manage the taprooms seating plan efficiently to even flow of service and optimize table turnover, all while taking guests comfort and preference into account.
  • Keep host stand and adjacent areas clean, tidy & organized
  • Restock to-go beer and assist in the merchandise store as needed
  • Thank every guest as they depart for visiting us.
• Merch Utility
  • Greet guests and help customers look for and purchase merchandise and other items at the stand.
  • Keep the merchandise store and beer coolers stocked and organized throughout the day.
  • Fold, fill and organize merchandise products throughout the entire shift.
  • Complete opening and closing duties as assigned.
  • Answer phones professionally and convey accurate information
• Runner
  • The primary responsibility of a runner is to deliver food and beverages from the kitchen or bar to the correct guests, promptly and accurately.
  • Assist in setting up and clearing and cleaning tables. Full hands in and full hands out.
  • Assist guests in service requests they may have.
  • Clean commonly trafficked areas (drink station, spot sweep, etc.)
  • Must be a team player ready to come in and assist in the smooth operations of the restaurant.
• Shift Manager
  • Ensure the restaurant is being opened in tip-top condition and that opening and closing duties are being completed by staff.
  • Responsible for pre-shifts being conducted every shift to ensure everyone is updated with the plan for the day. Educate staff on events, menu and new releases.
  • Ensure enough staff are on to cover shift needs, make cuts if there is too much coverage.
  • Maintain a safe, clean and welcoming environment
  • Continually use active management to coach, train and engage staff.
  • Problems will happen everyday, and you must be able to look at the problem from a root cause view, not get overwhelmed, and take steps to correct it.

• Customer Focused

• Must be able to solve problems
• Positive attitude
• Team player approach
• Detail oriented
• Thorough and Organized

Be high performing with the ability to look at business as a whole, communicate with all people, collaborate with all departments, work to solve organizational problems, and accomplish goals. Contribute to and exemplify Big Grove values, vision, standards, and culture.

Work Environment

These positions operate in a hospitality/ brewery environment. These roles routinely use cleaning supplies and point of sale terminal systems.

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.

This position is very active and requires standing, walking, bending, kneeling, stooping, and crouching all day. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work

We are hiring both Full time and Part time positions. Hours of work/ days may vary from week to week. Schedules will be posted 2 weeks prior to allow time for employee’s to be informed of work requirements. The business is open 7 days a week during many different parts of the day. Evening and weekends are a key requirement.

Travel

No travel is expected for this position.

Preferred Education and Experience

• High school diploma or equivalent.

• 1 year of related experience
• Must be 18 years old for any role that handles alcohol; must be 16 for all other FOH roles

• Must have current IPACT certification

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.