The Bistro Manager leads the bistro team with a focus on delivering exceptional customer experiences, building meaningful connections, and supporting a positive, community-minded workplace. This role champions our venue values of profitability, customer experience, connection, community, fun and integrity, with the belief that together is better.
You are responsible for smooth day-to-day operations, strong staff leadership, consistent service standards, efficient rostering, positive communication, and confident management of the Bepoz system.
Key Responsibilities
1. Leadership and Staff Management
* Lead by example, promoting a culture of teamwork, respect and integrity.
* Support staff through ongoing training, constructive coaching and clear expectations.
* Maintain a fun, encouraging and inclusive environment that strengthens team connection.
* Conduct regular check-ins with staff, answer questions and provide re-training when needed.
* Delegate tasks effectively to maximise efficiency and profitability.
* Address mistakes or misunderstandings promptly and professionally, focusing on growth and positive correction.
* Motivate staff through busy periods and create an atmosphere where everyone feels supported working together.
2. Rostering and Staffing
* Work with Management on rostering, using projected trade, past trends, events and staffing considerations to balance efficiency with high service standards. Ensure staffing levels suit busy, average and quiet services while still supporting profitability.
* Allocate staff to suitable sections (front, middle, back, runners, dishwashers) based on strengths and development needs.
* Set fair and consistent finish times while maintaining adequate coverage.
* Ensure minimum shift requirements are adhered to.
3. Customer Service and Complaints
* Build strong rapport with guests, especially locals, creating a warm and welcoming community feel.
* Support staff with difficult situations and step in when higher-level assistance is required.
* Handle customer complaints with professionalism, integrity and empathy, ensuring a positive resolution.
* Offer appropriate solutions such as replacements, discounts, vouchers or complimentary items when necessary.
* Communicate significant guest issues to Management/Head Chef
4. Communication and Administration
* Maintain positive, professional communication with management, kitchen staff and the broader team.
* Present a friendly and approachable persona at all times.
* Model and encourage constructive, solutions-focused dialogue.
* Provide clear direction without negativity, and uphold a professional standard of no unproductive or harmful talk about or to other staff.
* Keep all communication channels up to date including messaging threads, staff notes and training resources – ensuring information is clear, current and easy for the team to access.
* Manage and update Now Book It for reservations and guest flow.
5. Bistro Operations
* Oversee the smooth daily running of the bistro with a focus on connection, teamwork and customer satisfaction.
* Collaborate with the Head Chef on menu planning and the updating of printed specials.
* Ensure all service areas remain clean, organised and well-stocked to support efficiency and a great customer experience.
6. Bepoz System Management
* Maintain and update Bepoz keymaps, products, tills and tablets.
* Add, edit or remove menu items and ensure correct pricing, including public holiday adjustments.
* Troubleshoot system issues and determine when to escalate to Bepoz support or IT.
* Ensure accurate input of discounts, vouchers and stock movements to support both profitability and integrity.
What Success Looks Like in This Role
* Staff feel supported, connected and confident in their duties.
* The bistro operates smoothly, even during peak trade.
* Customers enjoy an exceptional experience and issues are resolved with care and professionalism.
* Rosters are balanced, cost-effective and aligned with business needs.
* The Bepoz system is accurate, current and functioning efficiently.
* Communication across all teams is positive, constructive and consistent.
* The entire team feels the impact of together is better, creating a fun, community-focused workplace that delivers strong results for the business.