Front of House Manager

About Us

Eleven Revelstoke Lodge is an adventure lodge located in the heart of the outdoor adventure mecca Revelstoke BC offering guided adventures and personalized culinary experiences. It is also the home of the Quartermaster Eatery a fine dining establishment that uses seasonal ingredients from local farms boutique ranches and wild sustainable fisheries to craft exquisite and unique dishes that change with the seasons.

Our staff enjoy access to numerous in-house discounts and pro deals available to all employees. We are also committed to fostering internal development and providing opportunities to enhance and expand our teams skills.

Position Summary

Quartermaster Eatery located within Eleven Revelstoke Lodge in the heart of downtown Revelstoke BC is seeking a dynamic and experienced Front of House Manager to lead daily front-of-house (FOH) operations across our seasonal restaurant our underground speakeasy The Boiler Room and the lodges food and beverage service (e.g. breakfast après.) Reporting to the Executive Chef the FOH Manager leads and develops the FOH team (servers bartenders hosts and support staff) delivers an exceptional and personalized guest experience builds and maintains a creative beverage program and runs disciplined profitable and compliant operations.

This is a hands-on leadership role for someone who thrives in an upscale fast-paced mountain hospitality environment. The ideal candidate pairs warm polished guest service with strong operational and financial rigour comfortable owning everything from hiring and scheduling to inventory cash handling reservations and systems management and brings a genuine passion for cocktails wine and continually elevating the guest experience.

Responsibilities/Duties/Functions/Tasks

Guest Experience & Service

• Create memorable personalized experiences by anticipating guest needs and consistently exceeding expectations across the restaurant The Boiler Room and lodge service.
• Be a visible hands-on presence throughout service supporting both guests and team members.
• Uphold Quartermasters standards through proper steps of service including greeting marking pre-bussing and clearing.
• Own guest service recovery handle complaints concerns and special requests with professionalism and care and follow up to ensure resolution.
• Build relationships with returning guests and lodge clientele; recognize regulars and VIPs.
• Monitor and respond to online reviews (e.g. Google OpenTable TripAdvisor Yelp) in coordination with leadership using guest feedback to improve service.
• Answer guest questions and provide knowledgeable food and beverage recommendations.

Beverage Program & Menu Development

• Develop and maintain the cocktail wine beer and zero/low-alcohol programs reflecting seasonality and current trends.
• Create and update seasonal beverage menus that meet costing and pour-cost targets.
• Standardize drink recipes and specs and ensure consistency across the team.
• Curate the wine list and by-the-glass offering in collaboration with the Executive Chef.
• Maintain expert knowledge of all food and beverage offerings and lead staff tastings and education.
• Ensure daily bar prep is planned assigned and completed.

Team Leadership & Staffing

• Recruit interview and hire FOH staff (servers bartenders hosts and support) managing the full hiring lifecycle including job postings screening and reference checks.
• Onboard and train new team members on steps of service POS use menu and beverage knowledge responsible alcohol service and allergen awareness.
• Build and publish FOH schedules that balance guest demand service standards and labour budget; manage time-off requests call-outs and shift coverage.
• Review and approve timekeeping/punches and submit accurate hours for payroll.
• Lead pre-shift line-ups communicate daily specials and 86d items and run regular team meetings.
• Coach mentor and develop staff; conduct performance check-ins and reviews and manage progressive discipline up to and including termination.
• Foster a positive high-performing team culture.

Reservations Communications & Systems

• Manage the OpenTable reservation platform availability floor plans table turns guest notes and special requests to optimize seating and guest flow.
• Monitor and respond to the restaurant email inbox and phone inquiries (reservations events and general questions) in a timely professional manner.
• Administer the Toast POS system including menu and item builds pricing and modifier updates staff setup and permissions and day-to-day troubleshooting.
• Accurately record all food and beverage orders in the POS and ensure the team does the same.
• Run and review POS and sales reporting to inform service and staffing decisions.

Financial & Cash Management

• Own opening and closing procedures and complete shift checklists for both the restaurant and The Boiler Room.
• Handle cash responsibly: manage tills and floats perform end-of-shift cash-outs and reconciliations prepare deposits and resolve discrepancies.
• Reconcile daily sales complete end-of-day reporting and flag variances to the Executive Chef and Accounting.
• Oversee comps voids and discounts ensuring each is authorized and documented.
• Manage FOH labour to budget and support cost-control and profitability goals.

Inventory Ordering & Vendor Relations

• Conduct monthly (or as-required) inventory of all liquor beer and wine providing accurate counts to the Executive Chef and Accounting.
• Maintain par levels and place orders for beverages and FOH supplies (glassware smallwares paper goods cleaning supplies etc.).
• Receive deliveries verify against orders and reconcile invoices.
• Build and maintain relationships with suppliers and sales representatives; track waste and breakage.

Compliance Safety & Responsible Service

• Ensure responsible alcohol service at all times ID checks monitoring for over-service and refusing service when appropriate consistent with Serving It Right and BC liquor regulations.
• Maintain compliance with the venues liquor licence and related record-keeping.
• Ensure compliance with health safety and sanitation regulations and all company and property policies.
• Complete incident/accident reporting and support a safe workplace in accordance with WorkSafeBC requirements.
• Secure the premises at close cash liquor locking up and alarms.
• Maintain high standards of cleanliness and organization including ensuring all silverware plates and glassware are clean and polished.

Collaboration Events & Operations

• Partner with the Executive Chef and culinary team to ensure seamless coordination between the bar(s) dining room and kitchen and a smooth flow of service.
• Collaborate on special events group bookings and lodge programming including après and private functions.
• Report and coordinate maintenance and equipment issues in FOH and bar areas.
• Align FOH operations with overall restaurant and lodge goals and strategies.
• Assist team members with tasks beyond core FOH duties as needed.

Qualifications & Requirements

Required

• Serving It Right certification.
• Minimum 19 years of age (BC legal serving age).
• Demonstrated experience as a server bartender FOH supervisor or FOH manager in a high-end or upscale restaurant or bar setting.
• Comprehensive knowledge of cocktails spirits wine craft beer and no-/low-alcohol options with a passion for keeping up with industry trends.
• Proven ability to recruit train inspire and lead a team.
• Excellent organizational and multitasking skills with strong attention to detail.
• Comfort with restaurant technology (POS reservation and scheduling systems); experience with Toast and OpenTable is an asset.
• Sound understanding of FOH financials including cash handling labour and cost control.
• Exceptional communication and interpersonal skills and a commitment to outstanding guest service.
• Availability to work a flexible schedule including evenings weekends holidays and overtime on a seasonal mountain-town calendar.
• Clean and professional appearance and demeanor.

Preferred

• Prior experience in a resort lodge or hotel food & beverage environment.
• WSET or other wine/beverage certification.
• FOODSAFE Level 1 certification.
• Demonstrated beverage menu development and cost-control experience.

Work Requirements

• Ability to exert physical demands including sitting walking standing bending squatting climbing kneeling twisting reaching lifting carrying pushing/pulling stooping kneeling crouching crawling and tasting or smelling.
• Ability to regularly lift and/or move up to 60 pounds and frequently lift and/or move up to 10 pounds.
• Ability to work around kitchen equipment machinery chemicals fire gasses and odors.
• Ability to work in extreme temperatures including walk-in refrigerator/freezer and kitchen line.
• Ability to work within a loud and noisy environment.

Required Experience:

Manager