• Lead by example. No job is beneath management; jump in to support service.
• Build a learning culture. Treat mistakes as inputs for coaching and improvement.
• Align the floor. Keep pacing, standards, and communication consistent across shifts.

Definitions

Front of House (FOH) = guest-facing areas and roles

Back of House (BOH) = kitchen and production areas

Observation and Communication

As managers, it is our responsibility to ensure every guest’s experience is exceptional by paying attention to every detail during their visit. We want to instill in the team the importance of:

👀 Active Observation

Managers must be attentive to all interactions on the floor, noting feedback, behaviors and potential issues. Every detail matters.

🕵🏻‍♂️ Proactive Problem Identification

When something isn’t right—like a guest not enjoying their meal or leaving food on the plate—managers should ask why and follow up immediately. This feedback should be relayed to the kitchen and other relevant team members to drive improvement. The team should also know how to identify these things and make proper corrections and provide feedback to the managers to ensure resolution.

🧘🏻 Aligned Mindsets

We want to operate on the same wavelength, where every team member is aligned in their approach to guest satisfaction and problem-solving.

By doing this, we can ensure our team is held accountable, our guests feel valued, and we’re constantly improving our service. Let’s make this a non-negotiable part of our management culture.

Management Scheduling and Checklists

Each day is divided into two leadership shifts to ensure smooth operations, high service standards and strong communication across teams. The AM Manager is responsible for setting the tone for the day and ensuring a successful open, while the PM Manager focuses on execution during peak hours and a proper close.

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MANAGERS

Please verify all reservations to guarantee their accuracy, ensuring an optimal workflow. Provide assistance as necessary to maintain table times within acceptable limits.

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✅ AM Manager on Duty (MoD) — core tasks

• [ ] Unlock and open the restaurant
• [ ] Review reservations, staffing, and prep levels
• [ ] Lead AM standup and set goals and priorities
• [ ] Confirm all staff are clocked in and stations ready
• [ ] Verify FOH and BOH cleanliness and readiness
• [ ] Check inventory and 86s with kitchen and bar
• [ ] Prepare handoff notes for the PM Manager
• More AM tasks </aside>

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✅ PM Manager on Duty (MoD) — core tasks

• [ ] Handoff with AM Manager and confirm reservations and volume
• [ ] Lead PM standup with goals, 86s, features, and assignments
• [ ] Confirm all staff are clocked in and stations stocked
• [ ] Actively floor-walk and support host, bar, and servers during peak
• [ ] Address guest issues fast and document comps/voids per SOP
• [ ] Verify closing tasks and cleaning are complete
• [ ] Secure the restaurant: cash, doors, lights, alarm
• More PM tasks </aside>

Shared Responsibilities

These apply to both AM and PM Managers to maintain consistency:

• Maintain exceptional guest experience at all times
• Communicate clearly with team members and other managers
• Provide coaching, feedback and support as needed
• Monitor and enforce health and safety standards
• Ensure staff breaks and shift transitions are smooth and compliant