Front of House Manager / Customer Service Lead

Tony’s Taco Shop is a local restaurant brand serving the Salem community with a focus on quality food, fast and friendly service, and a welcoming guest experience.

Our team works in a fast-paced environment where teamwork, consistency, accountability, and excellent customer service are essential. We believe great service starts with strong leadership, clear expectations, and team members who are properly trained and supported.

The Front of House Manager / Customer Service Lead is a full-time, hands-on leadership position responsible for overseeing front-of-house operations and maintaining a consistently high standard of customer service.

A major focus of this role is training, coaching, and developing front-of-house team members to provide friendly, efficient, accurate, and professional service. This person will lead by example, work alongside the team during daily operations, and provide ongoing coaching to improve the overall guest experience.

The ideal candidate is a strong leader who is comfortable working directly with both customers and employees, can maintain organization during high-volume periods, and knows how to identify service issues and turn them into training opportunities.

This is not solely an administrative management position. The Front of House Manager is expected to be actively present on the floor, supporting the team and ensuring service standards are consistently followed.

• Lead and oversee daily front-of-house operations.
• Set the example for friendly, professional, and efficient customer service.
• Train, coach, and develop front-of-house employees on customer service standards and best practices.
• Provide ongoing, real-time coaching and constructive feedback during shifts.
• Teach team members how to properly greet and communicate with guests, take accurate orders, and create a welcoming experience.
• Train employees on professionally handling customer concerns, complaints, and difficult situations.
• Monitor order accuracy, speed of service, food presentation, and overall guest experience.
• Lead and organize the front-of-house team during busy and high-volume periods.
• Maintain front-of-house cleanliness, organization, and presentation standards.
• Hold team members accountable to established service and operational standards.
• Support the onboarding and training of new employees.
• Identify opportunities to improve customer service and recommend or implement improvements.
• Communicate effectively with kitchen leadership and team members to maintain smooth and efficient service.
• Assist with employee scheduling and shift coverage as needed.
• Oversee POS procedures, cash handling, and register accountability.
• Perform and supervise opening and closing procedures.
• Assist with basic sales and operational reporting as needed.
• Promote menu items, specials, and promotions while ensuring employees understand current offerings.
• Help build a positive, accountable, and customer-focused team culture.

• Previous supervisory or management experience in a restaurant, hospitality, retail, or other high-volume customer-facing environment.
• Demonstrated experience training, coaching, and developing employees in customer service.
• Previous formal or employer-provided training in hospitality, customer service leadership, or restaurant management is required.
• Strong understanding of customer service and guest experience standards.
• Proven leadership skills with the ability to motivate employees, provide constructive feedback, and hold team members accountable.
• Strong verbal communication and active listening skills.
• Ability to professionally resolve customer concerns and turn difficult situations into positive guest experiences.
• Ability to lead by example and remain actively involved in front-of-house operations.
• Ability to stay organized, professional, and solution-focused during high-volume periods.
• Strong attention to detail, including order accuracy, cleanliness, presentation, and service quality.
• Experience with POS systems, cash handling, and basic restaurant operations.
• Reliable time-management and organizational skills.
• Ability to stand and remain active for extended periods throughout a shift.
• High school diploma or equivalent required.
• Bilingual English/Spanish is a plus.

This is a full-time management position requiring flexible availability.

Candidates must be available to work a combination of opening, mid, evening, and closing shifts based on the operational needs of the restaurant.

Evening and weekend availability is required.

The position does not have a fixed daily schedule. Candidates should be comfortable with a management schedule that may vary based on staffing, training needs, restaurant operations, and business volume.

We are looking for more than someone who can simply supervise a shift.

The right candidate should be someone who enjoys developing people, takes pride in excellent customer service, and can help raise the service standards of the entire front-of-house team.

We want a leader who is willing to work alongside the team, demonstrate the standards expected from employees, recognize opportunities for improvement, and provide the coaching necessary to create a consistently great guest experience.