Restaurant Operations Manager

Job Title: Restaurant Operations Manager
Department: Operations
Reports To: Franchise Owner
POSITION SUMMARY
The Restaurant Operations Manager is responsible for managing the overall operation of the restaurant as the proprietor in charge. S/he creates an environment in which hospitality, food quality and guest satisfaction are paramount. Ensures the restaurant operates efficiently and effectively within the guidelines of the Company's standards of operation and ensures adherence to all local, state and federal laws and regulations. S/he models professionalism and is respectful to all employees, guests, vendors and the community.
Major responsibilities include creating a positive, values-based work culture and dining experience for both internal and external guests; building guest counts and sales; ensuring secure, proper and safe handling and transportation of funds; providing an "always great" dining experience for all guests; quality selection and development of employees; effective cost controls; ensuring a safe and secure workplace and dining environment for employees and guests; maximizing profit opportunities by developing realistic budgets; overseeing the safe handling and preparation of food; guest relations; sanitation; employee relations including the authority to hire, counsel, discipline and terminate employees, and administer employee retention and retention building programs; supporting and implementing an local store marketing program; and the physical/aesthetic maintenance of the restaurant including equipment maintenance.
POSITION RESPONSIBILITIES
1. Manages the Delivery of Outstanding Service, Southern Hospitality and Quality Food

Treats every guest as you would a guest in your own home.

Manages the overall operations of the entire restaurant.

Sets the performance expectations and leads the on-going development for all employees by conducting or participating in "jump starts" with all Front of the House (FOH) and Heart of the House (HOH) before every shift.

Adheres to the Hub Management System and models the desired behavior when working in the front of the house focusing on each area of the Hospitality/Product Quality hub to deliver a high level of guest satisfaction.

Ensures a high level of guest satisfaction by being present in the dining room and interacting with guests, employees and other managers.

Resolves all restaurant level guest questions, complaints and problems in a timely manner to the satisfaction of the guest and ensures follow-through on all resolutions.

Responds to guest complaint letters and e-mails within twenty-four hours.

Promotes and represents the restaurant and the Company in a professional manner both on the job and in the community.

Oversees the production and preparation of quality food.

Demonstrates a working knowledge of all recipes, products, production and food handling procedures.

Ensures all menu items are made according to the recipe and presented in an appealing manner.
2. Oversees Restaurant Leadership and Support Team Staffing, Supervision, Training and Development

Performs supervisory responsibilities in accordance with Company policies and applicable local, state and federal laws. Supervises and directs all other managers (including but not limited to the Kitchen Manager and Service Manager) who collectively supervise anywhere from 40 to 55+ employees.

Writes schedules for the management team that reflect Company guidelines and the needs of the business.

Approves schedules that reflect the needs of the business and delivering an "always great" experience for every guest for all hourly positions in the Front of the House (FOH) and Heart of the House (HOH).

Writes and conducts performance appraisals for members of the management team. Formulates development plans for all other leaders to include the Kitchen Manager and Service Manager.

Provides training and recognition to employees at all levels and maintains a team-oriented environment. Continuously improves own skills through the training and development of others.

Provides the required direction to employees to enhance performance on a daily basis through positive coaching, counseling and disciplinary procedures designed to facilitate personal growth.

Answers employee questions and resolves issues in a timely and efficient manner.

Conducts performance evaluations as needed for the employees in the Front of the House (FOH) and Heart of the House (HOH).

Conducts weekly manager meetings and employee meetings as required to ensure open communication.

Ensures employee and management appearance are reflective of the Company guidelines and policies.

Administers counseling and discipline to members of the management team and hourly employees as necessary.

Staffs restaurant with quality employees who value guest service, exemplify the elements of Southern Hospitality and are committed to high standards of performance through in-depth selection, interviewing and reference checks.

Conducts orientation for all Front of the House (FOH) new hires and assists with all Heart of the House (HOH) new hires utilizing company handbooks and support materials.

Ensures all training programs are executed as written for front of the house and heart of the house employees including newly hired employees.

Ensures all new product or service programs are delivered to front of the house employees as required.

Makes use of and actively promotes the utilization of all retention building programs.

Assists in the identification and development of internal candidates and managers for promotion.

Holds self, managers and employees accountable for knowing and demonstrating professionalism and respectfulness every shift.
3. Compliance

Ensures compliance with local, state, and federal regulations. Examples include labor laws (e.g., Americans with Disabilities Act; Immigration Reform and Control Act; Wage and Hour regulations; Equal Employment Opportunity requirements; Occupational Safety and Health Administration standards, etc.), alcohol regulations, environmental regulations, licensing requirements, etc.

Ensures standards of food safety and sanitation are met and maintained.

Responsible for the appropriate follow-up to State Health Department inspections.

Maintains current ServSafe Food Handlers certification.

Communicates immediately all compliance issues to a supervisor.

Ensures all safety and security systems and procedures are followed for the health and safety of employees and guests.

Ensures a quality line check is conducted every shift by a member of the Heart of the House (HOH) and Front of the House (FOH) management teams.

Ensures all Heart of the House (HOH) operations procedures and processes are in place and properly executed.
4. Administers a Well-Managed Business

Provides overall direction, coordination and evaluation of restaurant operations.

Manages the business with integrity to drive top line sales while ensuring bottom line performance.

Responsible for restaurant P&L performance.

Responsible for meeting or exceeding budgeted sales and profit goals.

Responsible for maintaining labor efficiency to ensure guest service and cost effectiveness.

Analyzes period operating statement and determines reasons for variances. Manages operational expenses to maximize profit potential.

Assists the Director of Operations/Owner with annual budgets and sales forecasting by period.
Restaurant General Manager 3

Oversees all restaurant administrative requirements including cash handling, completion of guest liability, property, casualty, workers compensations reports, governmental compliance, i.e. OSHA posting requirements, federal, state and local labor law postings, Manager's Log, invoicing, etc.

Ensures all required reports, documentation and other information are submitted in a timely and accurate manner, i.e. Personnel Action Notice (PAN), Inventory, etc.

Submits all employee related paperwork in a timely and accurate manner.

Maintains all employee files. Ensures all required documentation is complete and accurate within personnel files (e.g. I-9s).

Participates in the food or bar inventory process on a bi-monthly basis. Ensures systems are properly executed and all information is accurately reported in the required time.

Responsibilities for cash handling, banking and daily, weekly and period sales reporting.

Uses the Red Book (or similar) for communicating and documenting daily activities and results.

Maintains smallwares, training material, support materials and uniform inventory levels that meet the needs of the business.

Executes a local store marketing program as provided/directed by the Company. Ensures the support of the management team and involvement from an in-restaurant selected Community Representative.

Ensures all areas of the restaurant consistently meet Huckleberry's Breakfast & Lunch "Four Star" standards by conducting regular 4 Star Operations inspection.

Maintains professional relationship with restaurant vendors and suppliers.

Performs other duties as necessary in order to maintain the efficiency, productivity and profitability of the restaurant.
POSITION REQUIREMENTS

Education: High School or equivalent. College desired but not required. The ability to read, write and perform mathematical calculations typically obtained through the completion of high school. The ability to read and write English. Spanish a plus.

Experience: 3-5 years experience at the General Manager level in a full service restaurant environment or comparable experience.

Licenses: ServSafe.

Job Knowledge: Company operating policies and procedures, Labor Laws, Health Codes, Safe Food Handling and Sanitation, Safety and Security systems and procedures, computer operations.

Skills: Good people management skills, good communication and listening skills, flexible and adaptable. Analytical and deductive reasoning, time management and organization, training and development focused. Proficient user of Word, Excel and Windows computer programs

Demonstrates high ethical standards at all times.

Internally motivated and detail oriented and has a passion for teaching others. Measures own success by the success of those working with him/her.

Must be able to hear and understand guest, employee and/or vendor questions, comments and concerns and to communicate clearly.

Must be available to work in excess of 50 hours per week.

Physical and mental stamina and endurance necessary to work long work shifts (as much as nine hours) while circulating through the restaurant managing and directing employees as necessary.

Able to stand and/or walk for prolonged periods.

Able to sit for extended periods of time.

The ability to tour and inspect every aspect of restaurant operations, from service to facility to kitchen equipment. This includes the use of ladders to inspect building roofs.

Able to lift 20 pounds regularly, and up to 50 pounds on occasion.

Must be reliable to report to work as schedule demands dictate.

Able to travel regularly to each restaurant within the region, as well as to internal and external meetings.
HUCKLEBERRY'S BREAKFAST & LUNCH RESERVES THE RIGHT TO MODIFY THIS POSITION DESCRIPTION AT ANY TIME. THIS IS INTENDED TO SERVE AS A SUMMARY OF THE POSITION'S DUTIES; IT IS NOT ALL-INCLUSIVE.