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Restaurant Operations Director

2 months ago

Raynham, Massachusetts, United States Baskin Robbins Full time
Job Summary

The District Leader at Baskin-Robbins leads their Restaurant Management teams in delivering a service experience that exceeds guest expectations. This role is responsible for the continuous operations of 5-8 locations, setting an example for team members by adhering to company policies and procedures.

Key Responsibilities
  • Team Environment
    • Recruit, hire, conduct performance reviews, develop performance improvement plans, and provide professional development opportunities for team members.
    • Ensure appropriate training tools are utilized and lead Restaurant Management team meetings to communicate relevant operations information.
  • Operational Excellence
    • Create and maintain a people-first culture in the restaurant, ensuring a safe, secure, and healthy work environment that complies with all applicable laws.
    • Monitor, follow up, and report training progress, and ensure Brand standards, recipes, systems, and marketing windows are executed correctly.
    • Prepare, complete, and follow up on action plans for remodels and new restaurant openings.
  • Profitability
    • Continuously assess profitability and provide coaching and feedback to Restaurant and Assistant Restaurant Managers regarding Brand standards, sales, marketing, and labor and food costs.
    • Drive sales by developing action plans to improve business and ensure tools and systems are in place to roll out new products, systems, and processes.
Key Competencies
  • Guest Focus
    • Understand and exceed guest expectations, needs, and requirements.
    • Develop and maintain guest relationships, displaying a sense of urgency with guests.
    • Seek ways to improve guest satisfaction, asking questions and committing to follow-through.
    • Resolve guest concerns by following Brand-recommended guest recovery process.
  • Passion for Results
    • Set and maintain high standards for self and others, acting as a role model.
    • Consistently meet or exceed goals, contributing to the overall team performance.
    • Set, prioritize, and maintain focus on important activities, reading and interpreting 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, using information at hand to make decisions and solve problems.
    • Empower others to make decisions and resolve issues, identifying root cause of a problem and implementing a solution to prevent it from recurring.
  • Interpersonal Relationships & Influence
    • Develop and maintain relationships with team members, operating with integrity and demonstrating honesty.
    • Encourage collaboration and teamwork, leading others and negotiating and taking effective action.
  • Building Effective Teams
    • Identify and communicate team goals, monitoring progress, measuring results, and holding others accountable.
    • Create strong morale and engagement within the team, accepting responsibilities for personal and team commitments.
    • Recognize and reward employees' strengths, accomplishments, and development, listening to others and seeking mutual understanding.
  • Conflict Management
    • Seek to understand conflict through active listening, recognizing conflicts as an opportunity to learn and improve.
    • Resolve situations using facts involved, ensuring consistency with policies and procedures, and escalating 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, using coaching and feedback opportunities to improve performance.
    • Identify training needs and support resources for development opportunities.
  • Business and Financial Acumen
    • Understand guest and competition, translating and applying own expertise to address business opportunities.
    • Approach situations with an innovative mind, looking beyond the obvious to deliver solutions and implement change.
    • Have a working knowledge of profit and loss and other key financial measurements to identify business trends, adjust accordingly, and set goals.
    • Understand, analyze, and communicate the key performance/profit levers and manage to these measures.
  • Leading with Vision
    • Set clear, meaningful, challenging, and attainable group goals and expectations that are aligned with those of the organization.
    • Drive a clear vision or sense of purpose and clearly communicate to the team, linking mission, vision, values, goals, and strategies to everyday work.
  • Strategic Thinking
    • See where current trends will lead and how they may influence the organization's direction.
    • Translate the vision for a program into clear strategies, thinking in strategic terms and making connections across functional teams.