Multi-Unit Restaurant Manager

1 month ago

Cleveland, United States JACK Thistledown Racino LLC Full time
Job DescriptionJob Description

At JACK Entertainment we are a diverse group of team members who possess a friendly disposition, attention to detail and an unwavering dedication to superior guest service. JACK Entertainment is committed to providing the best experience any customer can have, so exceptional guest service is our #1 priority, and our team members are our most valuable asset.

Position Summary:

Primary responsibilities of the Restaurant Manager include daily oversight of all service functions of the Bar, Lounge and Dining Room. An emphasis on quality steps of service with strong leadership abilities are the minimum standards for the successful candidate. In depth knowledge of wines and spirits are necessary to support the in house restaurant beverage programs and a working knowledge of food identification is necessary to ensure proper training to the service staff. The manager will be responsible for setting the tone of the service experience and maintaining top talent in all areas of the front of house. The Restaurant will interface with the Culinary, Beverage and Stewarding teams to ensure seamless operating systems and best in brand attitude. Creates a culture of uncompromised service features and supports “All In” legendary guest experiences.

Essential Functions:

  • Manages the day to day operations of the restaurant in accordance with established policies and procedures.
  • Creates and implements training program for all service touch points.
  • Maximizes employee’s morale through leading by example in demonstrating excellent behaviors to both guest and employees and provides the tools, guidance and support needed to enable all restaurant employees to give world class guest service.
  • Maintains high levels of customer satisfaction by building relationships with the guests (through table touches, greetings farewells) and encourages employees to build relationships with the guests.
  • Responsible for understanding competitive set and creates service strategies to differentiate from the top restaurants in the steakhouse category.
  • Maintains an efficient program of scheduling to ensure high standard of service with the use of minimum man hours.
  • Controls wine and spirit inventories and works with restaurant staff to maintain budgeted pour costs.
  • Maintains all cash handling policies and procedures with all employees and ensures that proper tip compliance if maintained by all service employees.
  • Creates promotional programs to up sell beverage average check and rewards top employees for sales contests.
  • Performs hands on beverage training to include basic wine service, proper setting and clearing of tables and up selling techniques.
  • Ensures that all service staff is exposed to all menu items and has the opportunity to taste and critique all customer experiences.
  • Works with local vendors to provide additional product exposure and tastings to the restaurant team.
  • Councils, guides and instructs assigned personnel to perform their duties to outlet expectations.
  • Works one on one with the Restaurant culinary team to share opinions and guest feedback. Reports all quality issues and works on a common solution to resolve any food and or service defects.
  • Recommends personal changes including hiring, promotion and release of personnel.
  • Understands implements and enforces all CET and service programs as well as implements and enforces all Standard Operating Procedures.
  • Maintains daily expense control and trains subordinates to participate in cost control tracking reports.
  • Responsible for maintaining a guest data base and will execute social media opportunities to our customers.
  • Conducts daily pre-shift meetings with the entire Steakhouse team (FOH and BOH) and cultivates a team effort with all team members.
  • Must be reliable and conscientious and possess the ability to interact with guest, co-workers and supervisory staff.
  • Excellent interpersonal, customer service, leadership, communication, team building and problem solving skill are required.
  • Must be accurate and detail oriented. Demonstrated ability in maintaining consistent, high quality guest service levels.
  • Must be able to initiate and engage in conversation in a professional and friendly manner.
  • Must have the ability to act quickly and exercise good judgment under pressure/conflict situations.
  • Must have an understanding of how the job responsibilities relate to the areas of the casino and hotel.
  • Communicates effectively with Food and Beverage senior leadership and is expected to assist in other areas of the division when necessary.
  • Supports company programs and communicates effectively with direct reports to maintain compliance (sexual harassment, etc.)
  • Candidate is responsible to collaborate with the Restaurant Chef to train tableside cooking techniques to service staff.
  • Walks the floor at the beginning of every shift to inspect inventory and operating supplies and makes adjustments when necessary through Dynamics AX system.

Knowledge, Skills & Abilities

  • Must be qualified to diffuse guest complaints and
  • Work requires effective communication in English, both verbal and written form in a professional manner.
  • Must present a neat and professional appearance and display a team player attitude.
  • Must be physically mobile with reasonable accommodations.
  • Must be able to lift and carry upwards of 50 pounds.
  • Knowledge of basic food preparation and presentation.
  • Required to spend a minimum of one week cross training in the kitchen and working one on one with culinary team.

Education and Experience:

  • Knowledge of basic administrative functions including scheduling, inventory, and computer functions, inter-departmental communication.
  • Two year Food and Beverage degree or comparable industry experience.
  • Minimum of two years’ experience as a restaurant server in a fine dining environment.
  • Minimum of two years’ experience in a supervisory capacity in a fine dining environment.
  • Preferred experience as a Restaurant Manager in the Cincinnati market, but not mandatory.
  • Preferred certificate of completion of a wine and spirit training program.
  • Experience in a casino steakhouse a plus, not required.
  • Experience with promotional strategies and monitoring redemption results.
  • Experience operating point of sales systems and cash transactions.

Required Certification/License

  • Must be able to obtain and maintain an Ohio Lottery Commission Non-Gaming License

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