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Restaurant Operations Manager

2 months ago

Terre Haute, Indiana, United States TGI Fridays Full time

Role Overview

Support the leadership of restaurant managers and team members to ensure an outstanding guest experience, which in turn drives increased guest counts, sales, and growth in market share. Ensure that all decisions and actions align with the company's core values and operational standards. Responsible for selecting, mentoring, and developing team members.

Primary Responsibilities

  • Oversee daily restaurant operations with an emphasis on delivering exceptional guest experiences; supervise and support a team of 36 managers along with all front-of-house and back-of-house hourly team members; manage all profit and loss aspects.
  • Ensure all actions align with the company's core values and operational standards.
  • Implement brand standards consistently.
  • Identify opportunities to enhance sales, customer traffic, and repeat visits through local marketing initiatives and national promotions.
  • Assist in assessing current and future staffing needs to maintain a skilled workforce capable of delivering excellent guest experiences.
  • Recognize and nurture high-potential team members and managers for future leadership roles.
  • Provide ongoing, constructive feedback, coaching, and development to both managers and team members.
  • Conduct fair and regular performance evaluations, holding team members accountable for their results.
  • Foster a safe, clean, and inclusive environment for all staff and guests by adhering to legal and company standards.
  • Address guest service complaints promptly, whether in person or via phone, taking necessary actions to convert dissatisfied guests into loyal patrons.
  • Complete all financial and personnel-related administrative tasks accurately and timely, in accordance with company policies.

Key Decision-Making Areas

Responsibilities Include:

  • Hiring and termination of team members.
  • Determining wage increases for team members, in consultation with Human Resources.
  • Managing employee relations issues, collaborating with the Employee Relations department as needed.
  • Addressing guest relations issues, working with the Guest Relations department as necessary.

Influential Areas

  • Managerial terminations.
  • Identifying and implementing strategies to boost sales within the restaurant.
  • Collaborating with the Director of Operations to create annual budgets and sales forecasts.

Success Metrics

  • Guest satisfaction and feedback.
  • Revenue growth.
  • Cost control.
  • Staffing levels and turnover rates.
  • Development and promotion of team members.

Qualifications

  • A bachelor's degree is preferred.
  • At least 2 years of experience in restaurant management, with a comprehensive understanding of operational standards and successful outcomes in previous roles.
  • Ability to perform all functions and meet all qualification standards for hourly positions.
  • Familiarity with point-of-sale systems and back-office operations to fulfill management responsibilities.

Competencies Required

TALENT ASSESSMENT AND SELECTION: Effectively identifies and evaluates talent within the restaurant to build high-performing teams.

  • Proactively seeks strong candidates and promotes the brand to attract top talent.
  • Recognizes high-potential individuals for internal promotions.
  • Strategically considers hiring decisions to ensure the right fit for each role.
  • Values diverse backgrounds and skills while fostering a shared passion for the business.
  • Identifies talent gaps and assembles a complementary team.
  • Utilizes selection tools to effectively assess and hire the right individuals.
  • Engages and retains top performers.

PERFORMANCE COACHING: Guides and mentors team members to help them grow and succeed.

  • Provides direction and support to help managers and team members reach their potential.
  • Offers honest, specific, and timely feedback.
  • Uses consistent follow-up to reinforce effective performance.
  • Evaluates individual developmental needs and creates plans for improvement.
  • Recognizes and reinforces positive contributions.
  • Delegates tasks to foster skill development.

LEADERSHIP AND INSPIRATION: Sets an example by embodying the company's values and motivating the team to achieve goals.

  • Acts with integrity in all dealings.
  • Demonstrates openness and respect for all team members and guests.
  • Manages stress effectively during challenging situations.
  • Adjusts leadership style to meet the needs of others.
  • Engages the team with a positive and energetic presence.
  • Acknowledges and rewards strong performance.
  • Allows others to take the lead on initiatives when appropriate.

ADAPTABILITY AND CHANGE MANAGEMENT: Responds to evolving business needs and embraces change to drive results.

  • Quickly adapts to new challenges and requirements.
  • Maintains a positive attitude towards change.
  • Builds team support for organizational initiatives.
  • Ensures that changes are effectively integrated into operations.
  • Perseveres through resistance to change with accountability.

EFFECTIVE COMMUNICATION: Ensures clear and open dialogue within the team.

  • Fosters open discussions to clarify goals and expectations.
  • Listens actively to team members' needs and concerns.
  • Explains the rationale behind important goals to gain support.
  • Respects diverse opinions and encourages feedback.
  • Holds regular meetings to share information.
  • Engages in one-on-one communication as needed.

EXECUTION MANAGEMENT: Sets high performance standards and ensures accountability for results.

  • Ensures compliance with operational procedures.
  • Strives for continuous improvement.
  • Monitors execution of procedures and measures outcomes.
  • Delegates responsibilities while maintaining accountability.
  • Addresses performance issues directly.
  • Makes necessary disciplinary decisions.

GUEST-CENTRIC FOCUS: Prioritizes actions that enhance the guest experience.

  • Models exceptional hospitality through regular guest engagement.
  • Encourages team members to focus on guest retention.
  • Balances guest needs with business objectives.
  • Utilizes performance data and feedback to enhance guest experiences.
  • Anticipates guest needs to prevent issues.
  • Ensures prompt resolution of guest complaints.

FINANCIAL ACUMEN: Understands financial aspects of the restaurant and their impact on results.

  • Analyzes financial performance and guest satisfaction metrics.
  • Monitors performance and understands success factors.
  • Collaborates with leadership to develop growth strategies.
  • Enhances local brand visibility to drive sales.
  • Identifies key drivers of business success.
  • Considers financial implications in decision-making.

DECISION-MAKING AND PROBLEM-SOLVING: Approaches challenges with urgency and a focus on brand interests.

  • Quickly assesses information to identify key issues.
  • Develops solutions by identifying root causes.
  • Considers both short- and long-term impacts of decisions.
  • Takes responsibility for decisions and outcomes.
  • Evaluates options before acting.
  • Acts decisively based on urgency.