Restaurant Operations Manager

4 weeks ago

Stone Ridge, United States Southpaw Full time
Restaurant Manager Job Profile

Summary

A Restaurant Manager is responsible for providing strong, positive leadership to their team to deliver exceptional guest experiences, operational excellence, and contribute to building profitable top-line sales. They are accountable for the overall operation of the restaurant according to Dunkin' Donuts standards, ABDD standards, and compliance with all applicable laws.

Key Responsibilities

Team Environment

  • Arrive on time to be ready for the start of their scheduled shift.
  • Recruit, hire, train, and develop their team members.
  • Responsible for the professional growth and development of assistant managers, shift leaders, and sales associates.
  • Communicate job expectations to their team.
  • Demonstrate respect and dignity to others in all interactions.
  • Responsible for assessing all store employees' performance, conducting quarterly assistant manager and shift leader reviews, and annual overall performance reviews for all employees.
  • Provide coaching and feedback, and discipline when necessary.
  • Responsible for coordinating meetings with team members.

Operational Excellence

  • Hold guests as the highest priority and role model exceptional guest service.
  • Responsible for interacting with guests, monitoring store performance based on guest feedback, and following up on consumer care compliments and complaints.
  • Maintain a safe, secure, and healthy work environment by following and enforcing safety, food safety, and sanitation guidelines, and comply with local and state laws.
  • Ensure all shifts are appropriately staffed to achieve guest service goals.
  • Ensure Brand standards, recipes, and systems are executed, and take appropriate steps to correct deficiencies.
  • Responsible for monitoring performance, customer service, and morale of store employees.
  • Prepare and complete action plans to implement production, productivity, quality, and guest service standards.
  • Complete audits and implement plans to drive system improvements.

Profitability

  • Control costs to maximize profitability.
  • Ensure the completion of daily, weekly, and monthly inventory.
  • Complete DCP and other vendor orders weekly or as needed.
  • Complete temperature and coffee calibration logs, and provide product order and throwaway sheets on a daily basis.
  • Execute all in-restaurant marketing promotions in a timely manner.
  • Execute new product roll-outs, including team training, marketing, and sampling.
  • Set sales goals and track results.
  • Comply with all restaurant, Brand, and ABDD policies.
Qualifications

Skills

  • Basic computer skills.
  • Restaurant, retail, or supervisory experience preferred.
  • Math and financial management skills.
  • Writing skills.
  • Ability to count money and make change.
  • Able to operate restaurant equipment.
  • Compliance with restaurant operations.
Required Competencies

Appearance

  • Adhere to uniform standards, including a name tag, collared shirt, hat, and apron when required.

Guest Focus

  • Anticipate and understand guests' needs and exceed their expectations.
  • Fast, friendly service, including a genuine smile and eye contact to make guests feel welcome.
  • Develop and maintain guest and community relationships.
  • Display and maintain a sense of urgency with guests.
  • Sees ways to improve guest satisfaction; ask questions, commit to follow through.
  • Resolve guest concerns by following the (L.A.S.T.) Brand recommended guest recovery process.
  • Freshest-tasting, highest-quality food and beverages through standard procedures.
  • Sparkling clean, comfortable environment with system maintenance and ongoing cleaning.

Passion for Results

  • Set and maintain high standards for self and others, act as a role model.
  • Complete all required training and support the training of other team members.
  • Consistently meets and exceeds goals.
  • Contribute to overall team performance; understand how their role relates to others.
  • Read and interpret reports to establish goals and deliver results.
  • Seek ideas and best practices from other individuals, teams, and networks and apply this knowledge to achieve results.

Problem Solving and Decision Making

  • Identify and resolve issues and problems.
  • Use information at hand to make decisions and solve problems; include others when necessary.
  • Identify the root cause of a problem and implement a solution to prevent it from recurring.
  • Empower others to make decisions and resolve issues.

Interpersonal Relationships & Influence

  • Develop and maintain a relationship with their team.
  • Operate with integrity; demonstrate honesty, treat others with respect, keep commitments.
  • Encourage collaboration and teamwork.
  • Lead others; negotiate and take effective action.

Building Effective Teams

  • Identify and communicate team goals.
  • Monitor progress, measure results, and hold others accountable.
  • Create strong morale and engagement within the team.
  • Accept responsibilities for personal and team commitments.
  • Recognize and reward employees' strengths, accomplishments, and development.
  • Listen to others, seek mutual understanding, and welcome sharing of information, ideas, and resources.

Conflict Management

  • Seek to understand conflict through active listening.
  • Recognize conflicts as an opportunity to learn and improve.
  • Resolve situations using facts involved, ensuring consistency with policies and procedures.
  • Escalate issues as appropriate.

Developing Direct Reports and Others

  • Work collaboratively with employees to create individual development plans to strengthen employees' knowledge and skills.
  • Regularly discuss progress towards goals, review performance, and adjust development plans accordingly.
  • Provide challenging assignments for the purpose of developing others.
  • Use coaching and feedback opportunities to improve performance.
  • Identify training needs and support resources for development opportunities.

Business and Financial

  • Understand guests and competition; translate and apply own expertise to address business opportunities.
  • Approach situations with an innovative mind and look beyond the obvious to deliver solutions and implement change.
  • Has a working knowledge of profit and loss and other key financial measurements to identify business trends, make adjustments accordingly, and set goals.
  • Understand, analyze, and communicate the key performance/profit levers and manage to these measures.

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