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Regional Service Manager

4 months ago

Irving, United States Uncle Julio's Full time
Job DescriptionJob Description

Where delicious Mexican food meets beautiful ambiance and hospitality from the heart, this is what you find at Uncle Julio's. As we continue to support our growth and dedication to amazing guest experiences we are seeking to add to our training team in the DFW market and add a Regional Service Manager.

Why Uncle Julio's?

Competitive Salary and generous benefits package

Growing and stable company

Leadership dedicated to growth and development of employees and promotion from within

Position Description:

The Regional Service Manager (RSM) partners with the Regional Culinary Assistant (RCA) to be a support team to the restaurants (and specifically the GM’s) as the expert of service and training standards and hospitality. The RSM reports to their Director of Service and is in support to the General Manager. The RSM will be responsible for Training, Implementation, Problem Solving/Operations, Standards.

Essential Job Functions:

Crew Training

· Responsible for ownership of all FOH training programs and service programs at the restaurant-level: validating crew training standards and being followed and met, and supporting with delivery and facilitation.

· Validates accuracy and effective FOH crew training materials, ensuring they are always up to date and to standard for all workgroups.

· All materials are updated, housed on Sharepoint, and accessible to all managers

· Establish strong relationships with trainers in each workgroup/each location.

· Builds relationships with new hires:

o Introduce to all new hires

o Validate the training

o Validate the level of service of crew

o Follow up in real time with trainers when needed

· Solicit, analyze, and incorporate feedback (from trainers, new hires, and management teams) for future improvement of training courses and materials.

· Takes an active role in ensuring the trainers are standard-bearers

o Responsible for certifying all FOH trainers as they enter the position as “trainer” and for recertifying them at least once per year.

o Follow up with all trainers to ensure current training is to standard and will follow up with them post-training to solicit feedback on the program and their trainers.

· Assist in MIT classroom training, MIT hourly training days, and manager follow shifts when requested by Director of Operations, Senior Training Manager, or General Manager.

Implementation:

· Leads new service standard rollouts.

· Supports new menu rollouts.

· Lead the “Train the Trainer” program to ensure the standards for training are being met and incrementally improved

· Support the Managers by assisting in the development of classroom trainers in Trainer or Follow shifts Problem Solve/Operations:

· Available to support specific training areas/hosting classes when GM requests

· Shares best practice with all GMs in region for education and support.

Standards/ Restaurant Visits

· In service to the GM with development of FOH managers for service-related issues.

· During operational shifts, the RSM will ensure the consistent application of training, service and operational standards throughout the restaurant.

· Educates (not disciplines) managers and crew throughout the shift.

· The intent of restaurant visits is to foster training, service standards adherence and should not be used as a substitute for running a “manager shift”.

Leadership/Partnership

· RSM will report on FOH training, service opportunities, initiatives, and action plans in weekly meetings with Director of Service.

· RSM will analyze guest sentiment and social media data to identify areas of opportunities in the restaurant

· RSM will write a detailed report after restaurant visits, following up on Trainer/MIT performance, training and ops execution opportunities, sharing with the GM, Director of Service, and Director of Operations

Essential Skills:

· Ability and interest in delivering and implementing multi-leveled training and service programs.

· Experience with utilizing training collateral to effectively facilitate onsite restaurant training

· Ability to communicate in a clear, professional manner to all levels of the company

· Ability to resolve and drive resolution for simple and complex conflicts with crew, managers, and Guests.

· Ability to exercise common sense, creativity, and impartiality when making decisions.

· Ability to be well organized, maintain concentration, maintain professionalism, and think clearly despite frequent, stressful or unusual interruptions.

· Proven history of effective training of teams and programs, including menu or other service-related rollouts

· Flexibility in scheduling: working nights, weekends, and adjusting your days off and work times during the week based on needs of the restaurants and region.

· Literacy in variety of computer programs like MS Word, Excel, Outlook, PowerPoint and Sharepoint.

· Valid food handler and alcohol certifications

· Extensive travel within the Region is required. Valid driver’s license, clean driving record, and reliable transportation required.

· Ability to travel out of region and/or out of state for up to 2 weeks at a time.

· Available to work Holidays and Weekends

· Typical Work week of 50hrs

Qualifications:

· Minimum of 21 years of age to serve alcoholic beverages with food.

· Preference, but not mandatory, Bilingual in Spanish – written and oral

· Experience in a related field, i.e., HR/Training Development, or Communications, preferred

· Strong preference of experience as NRO Trainer or in-store certified FOH trainer

Physical Requirements:

Ability to meet the physical demands of the job, including standing for extended periods, lifting heavy objects, and

performing tasks that require strength and stamina, including:

• Ability to lift up to 40 lbs., 10-20 is typical.

• Ability to carry product up to 120 feet.

• Ability to reach up to 6 feet, 2-4 is typical.

• Ability to work off counter heights of 36 - 42 inches.

• Ability to move through 24-inch aisles and spaces as small as 12 inches

IMPORTANT NOTICE:

This description is not an exclusive or exhaustive list of all job functions that a crew member in this position may be asked to perform from time to time. This document does not create an employee contract, expressed, implied or otherwise, and does not alter the "at will" employment relationship of the employer and employee.