Front Of House Lead

Division/Department:
Blossoming Lotus Café & Juice Bar

Position:
Front of House (FOH) Lead

Reports To:
Café Manager

Compensation:
$18-20/hr (addl $5-6/hr tip pool)

Position Overview

The Front of House (FOH) Lead is responsible for overseeing front-of-house operations and ensuring a consistent high-quality customer experience across all touchpoints at Blossoming Lotus Café.

This role expands on the Café Team Member position adding ownership of guest experience communications catering coordination and FOH training for all staff. The FOH Lead is expected to maintain strong awareness of daily operations lead by example during service and ensure that both in-person and online interactions reflect the standards and values of Blossoming Lotus.

Primary Responsibilities

FOH Operations & Customer Experience

• Lead front-of-house service during shifts ensuring efficiency organization and consistency and efficient order fulfillment.
• Maintain a clean organized and welcoming customer-facing environment at all times.
• Ensure accurate and timely order taking across all channels (in-person phone delivery platforms) including menu management on site and online.
• Address and resolve customer concerns in a professional and timely manner.
• Monitor overall service flow and step in as needed to maintain pace and quality

Communications Management

• Manage all inbound communications daily including voicemail and email
• Respond to customer inquiries feedback and concerns in a timely and professional manner; in person and online reviews etc.
• Coordinate communication with vendors suppliers and community partners as needed
• Ensure follow-up and resolution on all communications; escalate to Café Manager when appropriate

Catering & Event Coordination

• Coordinate all catering large orders and events from initial inquiry through fulfillment
• Confirm order details timelines and special requests with customers
• Communicate orders clearly with BOH and FOH team members
• Oversee accuracy packaging and readiness of all catering orders
• Maintain organization and documentation related to catering orders

Team Training & Development

• Train and support café team members on all FOH responsibilities including:
  • POS systems and order accuracy
  • Service standards and customer interaction
  • Dining room upkeep and cleanliness
  • Suggestions to increase average ticket that enhances their experience
• Provide real-time coaching and reinforce consistency during service
• Support onboarding of new team members in FOH roles
• Model expected behavior accountability and communication standards

Operational Support & Accountability

• Ensure execution of opening and closing procedures
• Monitor cleanliness restocking and organization of FOH areas
• Maintain awareness of inventory needs for FOH supplies and communicate accordingly
• Identify inefficiencies and support improvements to FOH systems and workflows
• Coordinate with BOH and Café Manager to ensure alignment in daily operations

Ongoing Café Team Responsibilities

• Perform all core Café Team Member duties as needed including:
  • Taking orders and processing transactions
  • Preparing beverages and food items
  • Supporting kitchen operations (including the line) during peak periods
  • Cleaning dishwashing and restocking
• Remain flexible and responsive to the needs of the business during each shift

Performance Expectations

• Consistently maintains a high standard of customer experience
• Demonstrates reliability organization and follow-through
• Communicates clearly and professionally across team and external contacts
• Supports a positive efficient and accountable team environment
• Effectively balances service responsibilities with leadership and coordination duties
• Maintains a clean and animal-free dining room that aligns with our plant-based and wellness values

Qualifications

• 35 years of café restaurant or hospitality experience
• Light cooking experience and/or confidence in the kitchen
• Prior leadership or shift lead experience preferred
• Strong written and verbal communication skills
• Ability to manage multiple responsibilities in a fast-paced environment
• Proficiency with POS systems and basic digital communication tools
• Alignment with plant-based food and wellness values

Required Experience:

Manager