Assistant General Manager

Job DescriptionJob Description

1. Job Summary

The Assistant General Manager is responsible for overseeing and managing the restaurant’s operation, supervising restaurant manager(s) and service staff, conducting necessary training and providing the best service to the guests. Supporting the General Manager with the property day-to-day operations of the restaurant. Leading projects as well as providing support in financial, non-F&B purchasing, inventory and contract negotiations, restaurant maintenance and company initiatives.

II. Essential Job Functions

Objectives & Goals

• Completes paperwork, daily reports and all other necessary financial analysis for the restaurant.
• Ensures guest satisfaction by approaching every table and making sure the guest’s dining expectations have been met.
• Orders products and supplies for the restaurant.
• Completes dinner reservations for VIP guests.
• Conducts daily pre-shift meetings and regular staff training.
• Trains all employees on steps of service, sequence of service and holds them accountable to the standards.
• Ensures that daily operational tasks are performed and completed.
• Ensures that equipment is in proper working order.
• Ensures that all areas of the restaurant are constantly maintained for cleanliness.
• Monitors service levels in the dining room floor and adjusts staffing as needed.
• Practice all necessary sanitation methods to ensure food safety standards are followed.
• Communicates via e-mail in a professional manner and follows computer use guidelines.
• Ensures that necessary tools are provided to the staff.
• Ensures that adequate staffing levels are maintained and controls budgeted labor cost.
• Ensures that departmental company policies are followed.
• Assists managers and the General Manager in achieving service goals set forth by the property executives.
• Ensures that all departmental & company policies are followed.
• Engages, entertains and inspires all who visit the restaurant.
• Performs other job-related duties as assigned.
• Works with Human Resources to ensure all polices are being met and consistently enforced.
• Leads restaurant to achieve financial goals, identifies issues that need to be addressed, develops a plan to resolve issues and presents findings/suggestions.
• Completes projects set by the General Manager such as: chair re-upholstery, menu holder manufacturer.

• Maintains restaurant cleanliness.
• Identifies maintenance problems and communicates problems to the General Manager
• Leads the monitoring of spending on all costs to include contract services, repair and maintenance as well as supply costs. Leads weekly inventory counts and ensures weekly vendor orders are made and properly received.
• Negotiates best price and rebates on all non-Food & Beverage products.

Job Activities

Customer Service

• Provides friendly, courteous and professional service always.
• Provides quick and efficient service.
• Demonstrates a high standard of personal appearance and ensures good personal hygiene.
• Ensures that the agreed standards of food service are always adhered to.
• Manages employees, ensuring that the correct standards and methods of service are maintained.
• Ensures that the efficient flow of service and standards are constantly met during service periods.
• Ensures that all customer requests and queries are responded to promptly and effectively.
• Positively deals with and learns from all customer complaints and comments.
• Actively seeks feedback from customers on a regular basis.
• Analyzes unannounced Diner reports and communicates back to the team.
• Greets customers and answers all questions.
• Alerts team members when tables need attention, if they are not present, assists them in helping with their tables.
• Has knowledge of the menu, with the ability to make suggestions.
• Ensures tables are enjoying their meals and takes action to correct any problems.
• Collects payments from tables.

People Management

• Builds and maintains an efficient team of employees, driving the team towards the objectives of the business.
• Recruits and selects employees to the agreed staffing levels.
• Develops a learning culture and ensures that all team members feel valued and rewarded.
• Produces employee rota’s to ensure employee levels match the needs of the business.
• Ensure that all new employees attend induction.
• Promotes the training and development of staff to ensure standards are maintained and monitors all training and development within the department.
• Manages all employees in line with the agreed skills and standards, giving regular feedback and appraisals.
• Manages all disciplinary and grievance issues within the department.
• Assesses staff performance against the agreed skills and standards.
• Constantly monitors the grooming and personal hygiene of the team.
• Communicates in a professional manner with all management team and employees

Department Responsibilities

• Ensures that the department is always maintaining its agreed level of operating performance.
• Communicates and delegates activities to the team.
• Ensures that all up-selling opportunities are maximized within the department.
• Directs the setting up of the restaurant, ensuring all necessary work is completed prior to the commencement of service.
• Ensure that the restaurant’s operational budgets are strictly adhered to, all costs are controlled, and any expenditure approved.
• Is aware of all relevant suppliers and their products and orders accordingly as and when necessary due to business demand.
• Prepares department budgets or re-forecasts, as requested by the General Manager.
• Ensures that all department staff work hygienically and productively.
• Ensures that all restaurant personnel strictly adhere to manufacturer’s instructions of use of all machinery and equipment.
• Ensures that all restaurant equipment is maintained to operating specifications and to complete weekly maintenance lists where necessary
• Manages the completion of all administrative documentation including requisitions and internal transfers relevant to the department’s accountability.
• Has a detailed knowledge of department brand standards and is able to explain the standards to the team.
• Creates and implements sales promotions and staff incentives, strictly requiring the authorization of the General Manager.
• Cleans tables and removes dishes after the customer leaves, or as needed.
• Carries loads of soiled dirty dishes to the dishwasher to be cleaned.
• Ensures availability of clean dishes, flatware, glasses, straws, napkins, and other dining materials.
• Resets tables when customer leaves for next customer party.
• Can remain focused and on-task.
• Sweeps and mops floors, even if items are broken or spilled.

Communication

• Provides a clear handover during shift changes.
• Ensures that all staff are well briefed on the daily responsibilities and are given constant supervision and motivation on all aspects of their work.
• Notifies the staff of all menu changes, specialties, event menus and changes to standards prior to the commencement of service.
• Develops an open culture of communication, both formal and informal.

Making it Happen

• Stimulates change, challenges assumptions and ways of working to move the business forward.
• Develops a positive and direct relationship with all colleagues.
• Supports a culture of pride, ownership, and desire to exceed expectations within the department.
• Fosters a culture of flexibility. Responds quickly and positively to changing requirements whether within the department or outside in order to meet business demands and guest service needs.
• Understand what is happening in other restaurants in the company, competitor restaurants and the external environment, and the implications for your own department.
• Plans to ensure adequate resources are available.
• Is aware of potential highs and lows in the business and customer trends and plans accordingly.

What Success Looks Like

Customer Service

• Always ensures the provision of courteous and professional service.
• Achieves at least 85% on unannounced dinner reports and demonstrates a planned approach to improvements.
• Responds to customer complaints in liaison with the General Manager.
• Demonstrates a high standard of personal appearance and ensures good personal hygiene.
• Ensures that the agreed standards of food preparation and presentation are always adhered to.

People Management

• Ensures that individual team members have individual development plans.
• Motivates and inspires the team to perform.

Department Responsibilities

• Maintains constant quality control of all areas of the restaurant, ensuring the required standards are always met.
• Prioritizes actions and delegates effectively.
• Is self-reliant, working with minimal control and direction, acting on own initiative where necessary.
• Ensures that all necessary work is completed prior to the commencement of service.
• Ensures that all working areas of the restaurant are always maintained in a clean and hygienic condition.
• Ensures that the agreed standards of service are supervised and adhered to.

Communication

• Communicates openly and clearly both verbally and in writing.
• Pitches information at the appropriate level.
• Ensures that all staff within the team are well briefed on the daily responsibilities and are given constant supervision and motivation in all aspects of their work.

Making it Happen

• Ensures that communication with all relevant parties is clear, consistent and transparent.
• Is flexible within the role in supporting the business.
• Accepts personal responsibility for making things happen.
• Thinks ahead, developing contingency plans where necessary.
• Takes calculated risks to achieve results.

Personal Competencies

These describe the behavior you will need to demonstrate to carry out your job effectively:

• Maintains a high customer awareness by approaching your job with the customers always in mind.
• Is financially aware of costs involved in the operations and is responsible for controlling costs.
• Is motivated and committed to your personal development, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge to improve your personal performance
• is adaptable, responding quickly and positively to changing requirements, which may mean getting involved in procedures that are not normally part of your day-to-day responsibilities.
• Maintains high level of teamwork by showing co-operation and support to colleagues in the pursuit of department and restaurant goals. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
• Ensures that the quantity of work is sufficiently productive under the normal business levels.

III. Additional Duties

• Performs other job-related duties as directed.
• Works as a team player always and is prepared to be flexible to ensure that operations are always as efficient and profitable as possible.

IV. Education, Experience and Skill Requirements

• At least 4 years of prior high-volume, fine dining Restaurant Manager or above restaurant experience.
• Basic computer skills including Word, Excel, Outlook and Access.
• Excellent customer service skills.
• Able to lead and mentor a team.
• Have interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.
• High school diploma or equivalent.
• Able to effectively communicate in English, in both written and oral forms.
• Ability to train and develop team members.
• Ability to work effectively in a team environment and take initiative.
• Analytical skills
• Computer skills (word processing, spreadsheet, and presentation software).
• Self-motivated individual with excellent written, verbal, and organizational skills.
• Ability to work independently and with others.
• Ability to work independently by prioritizing workload and meeting deadlines.
• Must be flexible and able to work with a variety of people.
• Ability to handle stressful situations and to prevent and/or handle emergency situations.
• Ability to multitask in high pressure situations based on company requirements

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