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Restaurant Operations Manager

2 months ago

Evansville, Indiana, United States Our Team Full time

About Our Team

We are a dynamic and fast-paced restaurant team dedicated to delivering exceptional guest experiences. As a key member of our team, you will play a vital role in leading our restaurant operations and ensuring that our guests receive the highest level of service and quality.

Key Responsibilities

  • Restaurant Operations
    • Manage all day-to-day restaurant operations, focusing on delivering a great guest experience.
    • Supervise and support restaurant managers and hourly team members.
    • Manage all profit and loss centers.
  • Leadership and Development
    • Align all behavior with our company's values and standards.
    • Identify opportunities to drive sales, traffic, and return visits.
    • Assist with determining current and future staffing needs.
    • Develop high-potential team members and managers.
    • Provide ongoing feedback, coaching, and development to team members.
  • Guest Experience
    • Create a safe, clean, and discrimination-free environment for all guests and team members.
    • Respond to guest service complaints and take necessary actions to turn dissatisfied guests into return guests.
  • Financial Management
    • Complete all financial and personnel/administrative duties in an accurate and timely manner.

Key Decisions and Influences

  • Makes team member hiring and termination decisions.
  • Makes team member wage increase decisions, with input from HR.
  • Makes employee relations and guest relations decisions, partnering with Employee Relations and Guest Relations departments as needed.
  • Influences manager terminations and identifies opportunities to grow sales within the restaurant.

Measures of Success

  • Guest satisfaction and guest complaints.
  • Revenue growth.
  • Controlling costs.
  • PACE.
  • Staffing level and staff turnover.
  • Development and promotion of team members.

Qualification Requirements

  • 4-year college degree preferred.
  • Minimum of 2 years of experience in restaurant management, with extensive knowledge of our company's recipes, policies, standards, theories, and successful results.
  • Must be capable of performing all functions and meeting all qualification standards for all hourly positions.
  • Knowledge of POS system and back-office systems to fulfill management functions.

Competencies

  • Assessing and Selecting Talent
    • Effectively identifies and evaluates talent within the restaurant to select individuals who exhibit pride, passion, and personality.
    • Identifies high potential within the team to maximize internal promotions.
    • Thinks strategically when making hiring decisions to get the right people in the right positions.
    • Identifies great talent based on diverse backgrounds, skills, and abilities, as well as common passion for the business.
    • Effectively identifies gaps in talent and assembles the right mix of people to complement individual and group strengths.
    • Utilizes selection tools and processes as guidelines to effectively assess and hire the right people for the team.
    • Knows who top performers are and takes necessary steps to engage and retain them.
  • Coaching for Performance
    • Spends time guiding, teaching, and providing clear and directed feedback to team members to help them grow and succeed.
    • Provides guidance, direction, and mentoring to help managers/team members reach their full potential.
    • Provides honest and upfront feedback that is specific, timely, and action-oriented.
    • Uses relentless follow-up as a method of consistently encouraging and reinforcing effective performance.
    • Critically evaluates managers/team members' unique developmental needs and builds plans to maximize strengths and improve weak areas.
    • Identifies what managers/team members are doing well and provides positive reinforcement.
    • Delegates tasks and projects to managers/team members to help them learn new skills that can prepare them for the next level.
  • Leads and Inspires Others
    • Sets the example for the team by living our company's values and credo.
    • Effectively influences and motivates team members to reach goals.
    • Acts with integrity in all restaurant and personal dealings, demonstrating consistency in words and actions.
    • Demonstrates genuineness, openness, and approachability, consistently treating all team members and guests with dignity and respect.
    • Effectively manages stress level during difficult situations.
    • Demonstrates the ability to understand and adjust leadership style to fit others' needs.
    • Rallies and harnesses the energy within the restaurant by being present, upbeat, and engaged.
    • Frequently and genuinely acknowledges and rewards strong performance.
    • Knows when to step back and allow others to lead the charge on team initiatives.
  • Flexibly Adapts and Manages Change
    • Keeps up with shifting business needs and embraces change to drive results.
    • Responds quickly to changing needs and adapts as necessary to meet new challenges.
    • Displays a positive, confident attitude for tackling new challenges and initiatives.
    • Builds support and commitment among team members by explaining purpose and goals around organizational initiatives.
    • Ensures that changes are fully integrated into operations and sustained over time.
    • Perseveres through resistance to change with positive influence and firm accountability.
  • Communication
    • Creates open dialogue within the team that results in greater clarity and understanding of goals and expectations.
    • Demonstrates effective listening by being available to team members and responding to needs and concerns.
    • Communicates the why behind important goals and initiatives to gain buy-in.
    • Respects the opinions of others, listens to comments and concerns with an open mind.
    • Holds frequent meetings where information is shared freely with managers and team members.
    • Takes advantage of opportunities to engage in one-on-one communication.
  • Managing Execution
    • Ensures 100% compliance with standard operating procedures.
    • Sets high standards and always looks to raise the bar.
    • Follows up to ensure disciplined execution of procedures and sustained results by consistently communicating expectations and measuring outcomes.
    • Delegates and follows up consistently to hold managers accountable.
    • Confronts sub-par performance directly and holds people accountable for making improvements.
    • Makes tough but necessary decisions in regards to discipline.
  • Passion for the Guest
    • Ensures that every action and decision leads to an exceptional guest experience.
    • Models exemplary hospitality by engaging regularly with guests and interacting in a positive, sincere manner.
    • Encourages team members to focus efforts and attention on retaining guests for repeat visits.
    • Effectively balances guest needs with business needs.
    • Utilizes unit performance data and guest feedback to improve the guest experience.
    • Shows awareness of guest needs and expectations, preventing problems before they occur.
    • Follows up to ensure that guest issues and complaints are addressed and resolved promptly.
  • Managing Financial Results
    • Analyzes financial profit and loss results, guest satisfaction measures, and other key performance data.
    • Uses appropriate tools and resources to monitor location's performance and understands factors that affect success and growth.
    • Partners with the Director of Operations to devise strategies to grow the business at the location.
    • Establishes local brand visibility to drive sales, traffic, and return visits.
    • Displays critical insight into the key drivers of business success.
    • Makes financial needs an important consideration in plans and decisions.
  • Decision Making and Problem Solving
    • Thinks problems through, acts with urgency, and always keeps the best interests of the brand at heart when making decisions.
    • Able to digest information quickly, boil it down, and identify relevant issues.
    • Finds root causes in order to develop workable solutions to problems.
    • Draws important connections and considers both short and long-term implications of decisions.
    • Right or wrong – shows the willingness to make the call and accepts responsibility for decisions and results.
    • Evaluates various solutions to problems before taking action.
    • Acts quickly and decisively when needed based on the need and urgency of the situation.