Senior Floor Manager

POSITION SUMMARY: Responsible for the comprehensive management of front-of-house (FOH) restaurant operations, ensuring smooth service execution, business optimization, and adherence to La Dama’s standards. This role is the most senior operational position within the restaurant floor, working in parallel with the Chef, Bar Manager, and Office Manager, and assumes full ownership of FOH performance and guest experience in the absence of a General Manager or Restaurant Manager. This role holds full responsibility for the dining room team, guest experience, operational planning, and business performance, with the ability to make real-time decisions and respond to any operational incidents or emergencies. In addition, the role includes responsibility as Head Sommelier, overseeing wine program strategy, supplier relationships, and revenue performance within the beverage category. Works in coordination with Management to ensure company KPIs are met, leading the team toward operational excellence and continuous improvement. RESPONSABILITIES: Operations ManagementOversee and ensure the proper daily operation of the restaurant.Ensure compliance with service, ambiance, product, and timing standards.Supervise openings, closings, and execution of operational checklists.Ensure overall maintenance of the restaurant (facilities, equipment, cleanliness, and image).Identify, manage, and resolve operational issues immediately.Act as the operational lead in any emergency during service.Coordinate with kitchen and other departments to ensure smooth service.Responsible for the wine program strategy and execution, including supplier negotiation, pricing, margin optimization, inventory control, staff training, and guest-facing wine experience. Leadership & Team ManagementAct as the senior leader on the floor, setting the tone for service standards, accountability, and performance culture.Lead, motivate, and supervise the FOH team (waitstaff, hostesses, and bar).Clearly communicate goals, standards, and performance expectations.Provide continuous feedback based on service observation.Evaluate team performance and ensure professional development.Foster a work environment aligned with company culture and values.Actively participate in team meetings, aligning staff with business objectives. Workforce Planning & SchedulingResponsible for full team scheduling (shifts, holidays, and time off).Monitor and validate worked hours, ensuring labor cost efficiency.Adjust team size based on demand forecasts, seasonality, and service peaks.Adapt planning to operational changes, events, and business needs.Ensure balance between service quality and productivity.Recruitment, Onboarding & TrainingParticipate in recruitment and hiring processes.Ensure structured and effective onboarding for new hires.Design, implement, and oversee ongoing training programs.Ensure knowledge and application of standards, SOPs, and procedures.Develop team members through coaching and on-the-job support.Ensure structured wine and product knowledge training, including pairing, upselling techniques, and category expertise. Service Management & Guest ExperienceLead service on the floor, especially during peak periods.Actively engage with guests to assess their experience.Manage issues and complaints autonomously and with sound judgment.Ensure a consistent experience aligned with La Dama standards.Drive strategic upselling across food and beverage, with particular focus on wine sales, pairings, and premium product positioning to improve average ticket value and margin.Oversee accurate order taking and service execution.KPI Management & Business PerformanceMonitor and optimize key restaurant KPIs.Analyze results and identify improvement opportunities.Implement action plans to enhance business performance.Ensure achievement of operational and financial targets.Report performance and progress to Management.Maintain accountability for revenue performance, cost control (especially labor and beverage COGS), and profitability of FOH operations. Event & Variable Demand ManagementPlan and execute special events and high-demand services.Organize and lead VIP event execution.Adjust team and operations to changes in guest volume.Coordinate specific operational requirements for each event. Resource & Materials ControlOversee FOH stock, equipment, and uniforms.Ensure efficient use of resources and materials.Identify operational needs and anticipate potential issues. MANAGEMENT COMPETENCIESLeadershipHigh adaptability in dynamic and high-pressure environments.Clear, effective communication aligned with business objectives.Agile, solution-oriented decision-making based on situational analysis.Professional conduct that builds trust and credibility.Execution ManagementResults-oriented with strong focus on achieving objectives.Strong planning, organization, and prioritization skills.Proactive approach to continuous improvement of service and operations.Ability to manage multiple tasks in demanding environments.Relationship BuildingBuild strong relationships with the team based on trust and respect.Customer-oriented with the ability to understand guest needs.Effective collaboration with other departments.Talent Development & Organizational CapabilityIdentify and develop talent within the team.Improve operational processes to increase efficiency.Ensure an organizational structure aligned with business needs.Business Knowledge & VisionUnderstanding of key business metrics and their impact.Analytical capability for operational decision-making.Knowledge of restaurant and event operations (SOPs, checklists, internal audits, floor setup, and environment control such as music, lighting, and temperature).Strong commercial awareness, including pricing strategy, cost control, and revenue optimization within both food and beverage categories.