Hospitality Manager
2 months ago
Responsible for creating a spirit of hospitality in the Front-of-the-House through creating a
warm and positive environment, selecting friendly and talented Co-workers, leading the
human and financial resources in the Front-of-the-House to achieve a profitable operation and
environment that "makes pleasurable dining affordable," while providing a dining experience
that ensures our guests' become long term loyal customers. As a member of the restaurant
operations management team, the Hospitality Manager is responsible for the restaurant's
overall operations, including food quality, production, safety, and labor in absence of the
General Manager and Kitchen Manager.
ACCOUNTABILITIES/RESPONSIBILITIES:
Hospitality (40%)
- Create loyal guests for the restaurant through exceeding guest's expectations forhospitality, service, facility and equipment maintenance in the Front-of-the-House are achieved. Ensures PDE standards of a minimum of 82% are met in the Front-of-the-House. Responsible for ensuring customers areas are clean including restrooms.
- Ensures compliance with all company policies including the Code of Ethics.
- The Hospitality Manager is personally responsible for immediately resolving guest complaints to exceed the guests' expectations and getting to know our guests and greeting them with their name whenever possible. The Hospitality Manager focuses on the Dining Room and Front-of-the-House during the meal periods and performs table visits during every meal period. Ensures that our Co-workers practice the belief that "we treat our customers as we would guests in our homes" and achieves a positive, friendly welcoming environment in the restaurant.
- Ensures the "100 Club" is effectively utilized by Servers. Manages program so that all Servers are members of the "100 Club" within their first 60 days of employment. Hospitality Managers must be "100 Club" members prior to certification as a Certified Hospitality Manager.
- Creates a friendly, welcoming and inclusive environment for our guests while demonstrating leadership in guest relations with the restaurant team.
- Manage the front of the house to ensure Golden Corral operating standards are met including the Co-worker uniform program and line and server service steps.
- Manages line speed to ensure Co-workers are friendly, courteous and properly executing Golden Corral operations standards by achieving the following standards during "Big Hours."
- Manages line two and other cash control procedures, including drawer pulls and ensures all security procedures are followed for the handling of cash on the Front-of- the-Line.
- Meets all productivity labor standards for the Front-of-the-House.
- Recruits, interviews, hires and orients talented Co-Workers for Front-of-the-House positions utilizing approved selection and interview process to ensure these positions are fully-staffed in the restaurant, particularly focusing on customer service and relator talent traits.
- Trains and coaches Fast Tracks Coordinators, Crew Leaders and Crew Trainers and A Team on all changes and/or additions to Front-of-the-House operating standards as they are transmitted to the field.
- Ensures all Co-workers in the Front-of-the-House are trained and cross-trained with the Computer Based Training (CBT) program and certified through Fast Tracks and Safe Tracks.
- Conducts daily pre-shift meetings with Front-of-the-House Co-workers.
- Maintains complete, current and accurate personnel files for all restaurant Co-Workers
- Performs required disciplinary counseling sessions for the Front-of-the-House in the presence of the General Manager.
- Conducts all Co-Worker performance evaluations and submits any pay change or special recognition recommendations to General Manager.
- Orders and maintains all uniforms and linen within the guidelines of the approved budget on a weekly and monthly basis and ensures Co-Workers are in proper uniform according to Golden Corral guidelines.
- Ensures the proper implementation, communication, training and execution of the national and local store marketing programs (i.e. POP, current marketing promotions)and assists the General Manager with community relations activities as needed.
- Manages and directs the restaurant's Local Store Marketing Coordinator including all community involvement activities.
- Operates a motor vehicle to travel in the local market as needed in support of the restaurant's operations or to attend meetings.
EDUCATION/EXPERIENCE/SPECIALIZED TRAINING REQUIREMENTS:
Two to three years' management experience in operations in a high volume restaurant with
diversified menu offerings. Education and/or experience normally associated with completion
of a degree program in business or hospitality. Successful completion of Golden Corral's
comprehensive management training program. Must complete Certified Hospitality Manager
program four months after assignment to the Hospitality Manager position. Position requires a
valid driver's license and an acceptable driving record.
OTHER REQUIREMENTS:
Hours of work for this position are approximately 55-58 hours per week. Position requires
standing and walking for periods of 2-5 hours without a rest break, and task sequencing and
the completion of complex administrative responsibilities. Occasional moderate to heavy (10-
25+lb) lifting and carrying, bending and reaching overhead may be required. Work
environment includes heavy customer contact, working with cooking equipment and slippery walking surfaces. Position is under minimum levels of day-to-day supervision. Some travel
may be required including operating a motor vehicle and/or air travel as required.
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