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Customer Service Team Lead
2 months ago
The Restaurant Operations Manager leads and develops a team to execute outstanding product quality and customer service, build sales and control costs for each shift. The manager follows standard operating policies and procedures.
Key Responsibilities:- Team Development: Train, coach and develop crew members and team leaders to ensure they have the skills and knowledge to perform their duties effectively.
- Performance Management: Contribute to crew members and team leaders' performance reviews, providing constructive feedback and coaching to improve performance.
- Task Delegation: Delegate tasks to team members and provide follow-up to ensure tasks are completed on time and to a high standard.
- Accountability: Hold team members accountable for their performance, ensuring they meet the required standards.
- Communication: Provide effective, open and consistent communication on goals during team meetings, recognizing positive contributions and addressing any issues.
- Policy Enforcement: Educate team members on and enforce all appropriate personnel policies, labor laws, security and safety procedures.
- Hiring: Contribute to the hiring of crew members, ensuring they have the necessary skills and qualifications for the role.
- Customer Service: Ensure team members provide fast, friendly and accurate service to customers, continuously improving mystery shopper scores.
- Customer Satisfaction: Measure customer satisfaction and execute a plan to improve both satisfaction and loyalty.
- Product Quality: Ensure product quality, store cleanliness, maintenance and security standards are met.
- Sales and Budgeting: Assist with increasing comp sales and deliver budgeted sales each period.
- Cost Control: Control cost of goods, variances and inventories within the store.
- Labor Management: Staff and schedule appropriately to control labor costs.
- Cash Handling: Ensure proper cash handling and deposit procedures are followed.
- Inventory Management: Ensure appropriate inventory and ordering systems are in place.
- Education: High School Diploma; College degree preferred.
- Experience: Minimum of at least 2 years as an Assistant Manager, preferably in the Restaurant Industry.
- Communication Skills: Great communication skills to communicate effectively with customers and co-workers.
- Attitude and Ethics: Must have a positive attitude and ethics that support our values and culture.
- Time Management: Ability to manage a fast-paced, high-volume, clean, customer-focused restaurant.
- Financial Understanding: Ability to understand financial reports.
- Physical Demands: Ability to stand/walk for 8-10 hours per day.
- Availability: Available 45 to 50 hours per week, able to work flexible hours necessary to manage and operate the restaurant effectively, including weekends and closing shifts as dictated by the restaurant's needs.
