Restaurant Operations Manager

3 days ago

Bala Cynwyd PA USA, United States Taco Bell Full time
Job Summary

The Associate Restaurant Manager (ARM) serves as the assistant to the Restaurant General Manager and provides additional management coverage of operating hours and direct supervision of operations in an individual restaurant.

Key Responsibilities
  • Drive excellence in customer service
  • Maintain company standards in product and facility specifications
  • Supervise food handling procedures and operational processes
  • Exercise basic, shift-to-shift financial control to meet the restaurant profit margin targets
  • Assume full responsibility for specific financial controls, crew training assignments, and the screening of prospective employees under the direction of the RGM
Accountabilities
  • Customer Satisfaction/Product Quality
  • Maintain fast, accurate service, positive guest relations, and ensure products are consistent with company quality standards
  • Drive customer-focused culture by serving as a role model in resolving customer issues and training managers and crew to meet or exceed customer service standards
  • Track, analyze, and resolve sources of customer complaints
  • Ensure that food safety standards are met
  • Financial
  • Develop and drive restaurant annual operating plan
  • Analyze sales, labor, inventory, and other controllable accounts on a continual basis and take corrective action to meet or achieve margin and sales growth targets
  • Train and mentor subordinates on financial analyses and profitability tips for the restaurant
  • Develop store CAPEX requests and be the principle interface with all vendors
  • Operations
  • Ensure that facilities and equipment are maintained to Company standards
  • Monitor inventory, food preparation, and order fulfillment daily to ensure adherence to company standards
  • Establish restaurant speed with service (SWS) targets, monitor performance, and resolve bottlenecks to achieve SWS goals
  • Oversee development and revision of weekly management and crew schedules
  • Human Resources
  • Direct all restaurant-level HR activity, including personal accountability for crew hiring decisions, learning zone planning and execution, performance management, compensation, and employee relations issues up to and including termination
  • Provide hands-on training for management staff in advanced learning zone modules and develop all shift managers and assistant general managers to assume higher-level responsibilities
  • Develop and monitor staffing plans and direct crew sourcing activities
  • Manage the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all company, state, and federal workplace regulations
Success Measures
  • Achievement of restaurant annual operating plan
  • Margin improvement over previous year sales growth
  • Weekly/period restaurant performance in sales, labor, and COGS
  • PRC results and DISSAT scores
  • Learning zone certification levels, crew turnover, and staffing levels
Qualifications
  • Knowledge and Skill Requirements
  • Delivers excellence in customer service
  • Is fully aware of customer needs and ensures that they receive quality products and service
  • Ensures work is to the correct standard
  • Possesses extremely high standards of product quality and speed with service and constantly monitors performance against those standards
  • Possesses a strong eye for detail and cleanliness
  • Presents a positive image through tidy and professional appearance of self and other employees
  • Interacts with customers in a highly effective and proactive manner
  • Consistently seeks to improve the customer experience
  • Demonstrates and emphasizes to others the importance of a winning customer experience
  • Uses customer feedback tools and techniques in making decisions and improving restaurant performance
  • Team Leadership
  • Supervises others and efficiently coordinates their work
  • Delegates tasks to the most appropriate member of staff
  • Is able to remain in control in difficult situations
  • Provides clear direction and authority
  • Gets involved in a hands-on manner and leads by example
  • Is assertive
  • Communicates restaurant goals and a motivating vision; links individual performance to achieving restaurant goals
  • Demonstrates principled leadership and sound business ethics; stands up for what's right
  • Celebrates achievements; recognizes and rewards others; generates pride and commitment
  • Regularly coaches staff to drive performance against objectives; provides ongoing, constructive feedback
  • Demonstrates passion, enthusiasm, and intensity in work; is a role model
  • Business Savvy
  • Identifies problems quickly; assertively develops and implements solutions
  • Manages restaurant flow to ensure customer satisfaction
  • Focuses the team on critical business issues; plans, organizes, and delegates work for peak efficiency
  • Ensures understanding and use of available business tools by appropriate team members
  • Accurately analyzes financial data; identifies trends and takes appropriate action; follows-up to ensure 100% implementation
  • Understands key business drivers and uses this knowledge to build sales and achieve margin targets
  • Team Development
  • Identifies appropriate staff development needs and action plans and ensures time is available for crew development
  • Is tenacious in ensuring that all employees receive the opportunity to learn and demonstrate new skills
  • Transfers own knowledge to others by clearly demonstrating procedures, maintaining high standards, and walking the talk
  • Provides resources for development, follows up, and gives positive, direct feedback
  • Provides ongoing coaching and feedback as well as periodic formal assessment of progress
  • Restaurant Operations
  • Technically proficient in all aspects of food preparation, production, and delivery
  • Displays detailed knowledge of all key food handling/food safety procedures
  • Familiar with basic restaurant equipment troubleshooting
  • Displays detailed knowledge of all company product standards
Requirements
  • High school diploma or GED
  • Supervisory experience in either a food service or retail environment
  • Demonstrated ability to maintain financial controls and coach and train hourly employees
  • Proven ability to drive customer satisfaction, financial performance, and employee satisfaction

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