Job Description: Assistant Manager – Airport Restaurant Operations at United Concessions Group

Position Summary

The Assistant Manager supports the General Manager in overseeing the daily operations, team performance, guest experience, and financial results of a restaurant located within an airport environment. This role plays a key leadership position in ensuring operational excellence, maintaining brand standards, supporting team development, and delivering exceptional customer service in a fast-paced, high-volume setting.

The Assistant Manager serves as a shift leader and operational partner, helping to ensure compliance with airport regulations, food safety standards, and company policies while driving sales, profitability, and team member engagement. United Concessions Group operates multiple concepts within Cleveland Hopkins International Airport, including Chick-fil-A, Shake Shack, Potbelly Sandwich Shop, Bar Symon, 800 Degrees Pizza, Cantina Mexican Restaurant, Petit Gourmet, and additional expanding concepts

Key Responsibilities

Operations Management

• Assist in directing and overseeing daily restaurant operations.
• Support consistent execution of brand standards, food quality, and guest service expectations.
• Ensure compliance with airport authority regulations, TSA requirements, health department standards, and company policies.
• Monitor dining room, kitchen, and service areas to ensure cleanliness, efficiency, and organization.
• Assist with inventory management, ordering, receiving, and product quality control.
• Oversee shift operations and ensure smooth transitions between operating periods.
• Address operational challenges and provide real-time solutions to maintain service excellence.

Financial Management

• Support achievement of sales, profitability, and labor cost goals.
• Assist in managing labor schedules based on business needs and passenger traffic.
• Monitor food, beverage, and supply costs to minimize waste and maximize profitability.
• Review daily sales reports and operational metrics.
• Support inventory control procedures and accurate product accountability.
• Contribute ideas and initiatives that improve operational efficiency and drive revenue growth.

Leadership & Team Development

• Assist in recruiting, interviewing, hiring, onboarding, and training new team members.
• Provide coaching, guidance, and continuous feedback to employees.
• Foster a positive, inclusive, and engaging workplace culture.
• Lead daily pre-shift meetings and communicate operational priorities.
• Monitor team member performance and assist with performance evaluations and corrective actions when necessary.
• Identify high-potential employees and support succession planning efforts.
• Ensure adequate staffing levels and support coverage during peak travel periods.

Guest Experience

• Deliver exceptional hospitality and customer service.
• Serve as a visible leader on the floor, engaging with guests and team members.
• Resolve guest concerns and complaints promptly and professionally.
• Monitor guest feedback and implement service improvements when appropriate.
• Ensure timely service delivery to accommodate traveler schedules and airport demands.
• Promote a culture focused on exceeding guest expectations.

Safety & Compliance

• Ensure adherence to food safety, sanitation, workplace safety, and security standards.
• Support compliance with local, state, and federal regulations.
• Verify completion of required employee certifications, airport badges, and security clearances.
• Conduct routine operational and safety inspections.
• Respond appropriately to emergencies, service disruptions, and airport-related operational challenges.
• Maintain accurate records related to safety, training, and compliance requirements.

Relationship Management

• Maintain positive working relationships with airport personnel, concession partners, vendors, and company leadership.
• Support communication between restaurant operations and airport stakeholders.
• Participate in operational meetings and training sessions as required.
• Promote teamwork and collaboration across multiple airport restaurant concepts.

Qualifications

Education

• Associate degree or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Equivalent combination of education and restaurant management experience will be considered.

Experience

• 2+ years of restaurant management or supervisory experience required.
• Experience in high-volume restaurant, quick-service, airport, or hospitality operations preferred.
• Demonstrated success leading teams and delivering strong guest service results.
• Experience managing shifts and supervising teams of 10+ employees preferred.

Skills & Competencies

• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Strong organizational and time management skills.
• Ability to multitask and make decisions in a fast-paced environment.
• Problem-solving and conflict-resolution capabilities.
• Basic financial understanding, including labor management and cost controls.
• Proficiency with POS systems, scheduling software, inventory systems, and Microsoft Office.
• Ability to work flexible schedules, including weekends, holidays, early mornings, and late evenings.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 50 pounds occasionally.
• Ability to work in a high-volume, fast-paced environment.
• Ability to work in varying kitchen and dining room conditions.

Key Performance Indicators (KPIs)

• Sales performance and revenue growth
• Labor cost management
• Food and beverage cost control
• Guest satisfaction scores
• Team member retention and engagement
• Speed of service metrics
• Health and safety compliance results
• Mystery shop and operational audit scores
• Training completion and team member development progress

Compensation & Benefits

• Competitive salary
• Quarterly bonus opportunity
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement savings plan
• Professional development and career advancement opportunities
• Opportunity to grow into General Manager and multi-unit leadership positions

Reports To

General Manager

Direct Reports

• Team Trainers
• Hourly Team Members (during assigned shifts)

This role is ideal for an emerging hospitality leader who enjoys working in a fast-paced airport environment, leading teams, developing talent, and delivering outstanding guest experiences. The Assistant Manager serves as a critical member of the leadership team and plays a key role in driving operational excellence, team engagement, and business success across United Concessions Group's diverse portfolio of restaurant concepts.

AAP/EEO Statement

The job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.

United Concessions Group (UCG) is an equal opportunity employer. All decisions concerning the employment relationship will be made without regard to race, color, national origin, religion, sex, sexual orientation, gender identity or expression, veteran status, age, disability, genetic information, or any other status or characteristic protected by federal, state, or local law. UCG will provide reasonable accommodations during the application and interview process upon request as required to comply with applicable laws.

In the heart of Cleveland, CLE Airport has long welcomed travelers to the city. Since 1982, UCG has proudly managed popular spots like Chick-fil-A, Bar Symon, and Potbelly—ensuring every guest travels well, eats well, and is well while at CLE. Founded in 1979 by Joe and Hayat Rababy, and currently operated by her children and grandchildren, United Concessions Group (UCG) is a 100% family-owned and operated business dedicated to providing exceptional service and innovative culinary experiences to our guests. Inspired by our mission to be a positive, successful, people-centric concessionaire fully devoted to every opportunity we are fortunate to be a part of, UCG embodies a culture of hustle, continuous improvement, and unwavering dedication to our customers and partners.

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