Restaurant Service Manager

Reports To: Restaurant General Manager

Supervises: Team Members

Major Objectives:

• Driving sales and controlling expenses while delivering a top-notch guest experience.
• Oversee activities of team members while ensuring that operations run smoothly, and issues are addressed.
• Act as ambassador for brand and company service, financial, and cleaning standards.
• Train new team members and maintain constant training and follow up with current team members.
• Confidently handle guest relations including table touches, de-escalation of complaints, and questions.

Specific Duties and Responsibilities:

• Understand and implement policies, procedures, standards, specifications, and training programs.
• Follow and enforce restaurant expectations regarding team members and communicate needs for prompt, fair, and consistent corrective action for violations to the management team.
• Follow labor plans and staffing matrices for shift operations.
• Maintain responsibility for financial performance directly impacting restaurant operations.
• Research, fully understand, comply, and enforce federal, state, county, and municipal regulations pertaining to restaurant operations; including company standards.
• Coach teams to continuously grow in operations and professional development.
• Serve as trainer and mentor to Team Members (TMs).
• Engage in timely performance feedback conversations with TMs.
• Execute training programs as outlined by company standards and local regulations.
• Achieve company objectives in sales, service, quality, appearance of facility, and sanitation/cleanliness through training of team members and creative a positive and productive working environment.
• Drive guest traffic by carrying out restaurant marketing, advertising, promotional activities, and boots on the ground initiatives.
• Check in on guests to enquire about food quality and service.
• Ensure that all food and beverage items are consistently prepared and served in adherence with company recipes, portions, and cooking expectations.
• Create an environment where guests feel welcome and are given responsive, friendly, and courteous service.
• Resolve guest dissatisfaction with professionalism and in accordance with company standards.
• Receive products in the correct unit, count, and condition. Rectify non-compliance.
• Control cash and related receipts and reports by adhering to cash handling procedures in accordance with company expectations.
• Any other duties/tasks as assigned.

Qualifications:

• Be able to reach, bend, stop and frequently lift, push, and pull up to 50 pounds
• Be able to work in a standing position for long periods of time and in fluctuating temperatures due to the need to enter the freezer, be on the cooking line, and outdoors on the patio space
• Be 21 years of age
• Have knowledge of service, food and beverage, generally involving at least three years of FOH operations and/or supervisory positions
• Understand cooking times, temperatures, and processes
• Ability to work in any position in the restaurant for extended periods of time
• Possess math skills for understanding financial statements and have the ability to operate a cash register and POS system
• Must obtain certifications as required by company policy

Prerequisites:

• Consistently detail oriented
• Strong organization skills
• Ability to recognize personal shortcomings
• Excellent verbal and writing skills
• Ability to listen and understand intents and goals
• Ability to think creatively and with innovation
• Professional judgment and discretion that comes from experience in working with customer services, internal teams, and third-party consultants
• Proficiency in Microsoft Office Suite
• Analytical skills to forecast and identify trends and challenges

Pre-Prerequisites:

• Positive attitude
• Highly organized and efficient multi-tasker
• Relentless problem-solving skills
• Will never claim the work of others as their own
• We are trend setters and standards breakers. Our intent to consistently surprise our audiences by being excellent
• Ability to anticipate
• Understanding the difference between causation and correlation
• We are all broom pushers. Every member of our team is willing to work and support at all levels