Restaurant Manager

Role Purpose

Responsible for managing all aspects of a specific department(s) within the restaurant including the selection, development and performance management of restaurant Team Members, optimizing profits and increasing sales

Key Responsibilities & Accountabilities

• Manage all areas of operations for a specific department including marketing and human resources, while ensuring the Company's standards of quality, service and operations are maintained.
• Manage operations during scheduled shifts that include daily decision-making, staff support, scheduling, planning while upholding standards, product quality and cleanliness.
• Frequently interact with Guests and follow up on any issues or complaints they may have
• Maintain an accurate and up-to-date manpower plan of Department staffing needs.
• Prepares schedules and ensures that their department is staffed for all shifts.
• Use the Great People Selection process to interview hourly Team Members, ensuring Team Members hired meet Company standards.
• Staff, train and develop their department's hourly Team Members through ongoing feedback, establishment of performance expectations and by conducting performance reviews on a regular basis.
• Identify operational opportunities to build sales and control costs; develop and implement plans to address opportunities (i.e., R&M, marketing).
• Perform liquor, wine, and beer check in to ensure proper invoicing.
• Ensure proper security procedures are in place to protect Team Members, Guests and Company assets, including security of beer walk-in, liquor room, store room, freezer and office.
• Prepare end of shift reports.
• Directly supervise Team Members.
• When acting as Manager on duty, oversee all of the restaurant's operations
• Ensure great food is served to every Guest.
• Manages inventory efficiently, accurately, and in a cost-effective manner.
• Fosters open communication with kitchen and FOH staff

Key Decisions

Makes :

• Employee relations issues
• Customer service issues
• Guest relations issues
• Vendor related issues Influences :
• Team member hiring
• Team member terminations
• Sales and service objective strategies
• Recruiting strategies

Measures of Success

• Guest experience scores
• Annual sales dollars achieved compared to budget
• Meeting or exceeding requirements for Ecosure Audit scores for the year
• Grow sales meet or exceed annual sales budget
• Team member turnover
• Meeting Labor Budget

Qualification Requirements

• 4-year college degree preferred.
• Minimum of 6 months experience working in a full service restaurant.
• Must be capable of performing all functions and meeting qualification standards for all hourly positions.

Competencies

ASSESSING AND SELECTING TALENT : Effectively identifies and evaluates the talent within the restaurant in order to select individuals that exhibit pride, passion and personality and to build top performing teams

• Helps identify strong team member candidates and sells Friday's in order to get the best talent on board.
• Utilizes selection tools and processes as guidelines to effectively assess and hire the right people for the team
• Supports selection decisions by identifying high potential within the team in order to maximize internal promotes
• Identifies great talent based on diverse backgrounds, skills, and abilities as well as common passion for the business
• Understands where individual talent can be best utilized; matches the right people with the right job
• Knows who top performers are and takes the necessary steps to engage and retain them
• Ensures that new employees are equipped with the proper training and resources necessary to experience success

COACHING FOR PERFORMANCE : Spends time guiding, teaching and providing clear and directed feedback to your team to help them grow and succeed.

• Provides ongoing guidance and direction to help team members reach their full potential
• Gives honest feedback that is specific, timely and action-oriented
• Promptly recognizes and encourages effective performance
• Helps to develop and execute plans for each team member that maximize strengths and improve weak areas
• Ensures team members are given challenging assignments to help them learn new skills that can prepare them for the next level
• Takes a hands-on approach to developing others by providing clear examples of desired behaviors to ensure understanding

LEADS AND INSPIRES OTHERS : Sets the example for the team by living the TGI Friday's credo and values; effectively influences and motivates them to reach goals

• Acts with integrity in all dealings; demonstrates consistency in words and actions
• Demonstrates genuineness, openness, and approachability and consistently treats all team members and guests with dignity and respect
• Effectively manages stress level during difficult situations
• Demonstrates the ability to understand and adjust leadership style to fit others' needs
• Rallies and harnesses the energy of the restaurant by being present, upbeat and engaged
• Frequently and genuinely acknowledges and rewards strong performance
• Treats all employees in a fair and consistent manner

COMMUNICATION : Keeps everyone on the same page through frequent information sharing and open dialogue

• Encourages open, honest and timely communication among team members
• Fosters frequent dialogue between the FOH and BOH staff
• Demonstrates effective listening by being available to team members and responding to needs and concerns
• Communicates the why behind important goals and initiatives to gain buy-in
• Respects the opinions of others; listens to comments and concerns with an open mind
• Holds frequent meetings where information is shared freely by staff
• Takes advantage of opportunities to engage in one-on-one communication

MANAGING EXECUTION : Enforces performance standards and follows up relentlessly to ensure accountability for top quality results.

• Ensures 100% compliance with standard operating procedures
• Enforces high standards and always looks to raise the bar
• Follows up regularly to ensure proper execution and offers support and / or redirection
• Holds team members accountable to meet obligations
• Confronts sub-par performance directly and holds people accountable for making improvements
• Makes tough but necessary decisions in regards to discipline
• Sets clear expectations and goals and holds others accountable for achieving them
• Identifies and corrects mistakes immediately to provide hands on learning experiences

PASSION FOR THE GUEST : Ensures that every action and decision leads to an exceptional guest experience

• Maintains visibility within the restaurant; models exemplary hospitality by engaging regularly with the guests and interacting in a positive, sincere manner
• Encourages Team Members to focus efforts and attention on going above and beyond to exceed guest expectations and create repeat visits
• Effectively balances guest needs with TGI Friday's business needs
• Utilizes guest feedback to improve the guest experience
• Shows awareness of guest needs and expectations; prevents problems before they occur
• Follows up to ensure that guest issues and complaints are addressed and resolved promptly
• Shows attention to food quality / appearance, ticket times, and the fine details that define the overall guest experience

DECISION MAKING & PROBLEM SOLVING : Thinks problems through, acts with urgency and always keeps the best interests of the brand at heart when making decisions

• Able to digest information quickly, boil it down, and identify relevant issues
• Finds root causes in order to develop workable solutions to problems
• Draws important connections and considers both short and long-term implications of decisions
• Right or wrong shows the willingness to make the call and accepts responsibility for decisions and results
• Evaluates various solutions to problems before taking action
• Acts quickly and decisively when needed based on the need and urgency of situation

FLEXIBLY ADAPTS AND MANAGES CHANGE : Keeps up with shifting business needs and embraces change in order to drive results and grow the brand

• Responds quickly to changing needs and adapts as necessary to meet new challenges
• Displays a positive, confident attitude for tackling new challenges and initiatives
• Understands new initiatives and speaks knowledgeably of changes to both FOH and BOH staff
• Helps ensure that changes are fully integrated into operations and sustained over time
• Effectively manages daily priorities while keeping track of long-term initiatives
• Perseveres through resistance to change with positive influence and firm accountability

MANAGING FINANCIAL RESULTS : Demonstrates an understanding of the financial components of the restaurant operation and how to impact results.

• Helps analyze financial profit and loss results, guest satisfaction measures, and other key performance data
• Uses appropriate tools and resources to monitor location's performance and understands factors that affect success and growth
• Supports the DO and GMs initiatives to grow business in their location
• Ensures consistent quality and execution of food and service in order to help drive the brand and increase sales
• Makes financial needs an important consideration in plans and decisions

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