Restaurant Service Manager

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