There are 3 levels under the Restaurant Manager job title. The Positions are General Manager, Assistant General Manager and Service Manager. Which position is determined by the candidates experience. The Service Manager is the 1st management position and the following describes the role. The Service Manager's role is to elevate the level of customer service at their restaurant including phone greeting, dining room experience, window and delivery.
Interacts with guests enthusiastically
Identifies and removes service barriers
Ensures the team delivers all elements of High 5 Service.
Serves guests within Promise times.
Ensures orders are delivered accurately.
Listens attentively to guests.
Utilizes Zone Management Systems to ensure shift execution (pre/post-shift checklists, game plans, and dough plans).
Understands and coaches the principle drivers for People, Promise and Prosperity in each zone
Communicates with and supports other Zone Managers for effective transition and operating results.
Models performance standards in all zones (primary responsibility is to direct and coach, secondary responsibility is to assist).
Anticipates the needs of the guests at all access points.
Takes personal responsibility and ownership for managing a zone to deliver Quality, Service and Prosperity.
Ensures staffing levels are optimal during all volume periods.
Manages food, labor and costs through training and coaching.
Performs all product-planning procedures.
Acts in a timely and decisive manner to adjust staffing for business volume changes
Controls food cost components of waste, prep, weights, portioning and theft during shifts.
Demonstrates and enforces operating norms such as uniform policies, timeliness, safety procedures, etc.
Acts as a coach and mentor to hourly Associates
Executes plans to improve team satisfaction based on Associate Survey and retention measurements
Knows, enforces and educates Associates on all applicable labor laws.
Contributes to the team morale by displaying enthusiasm and commitment by word and action.
Completes assigned shift paperwork
Opens and/or closes the restaurant with proper administrative procedures.
- Trains and enforces correct cash control procedures.
High School diploma or equivalent.
- Work Experience: 1-2 years preferred
Knowledge, Skill and Abilities (KSA's):
Dealing With Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Timely Decision Making - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate
Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.
Informing - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information.
Planning - Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments;
- anticipates and adjusts for problems and roadblocks; measures performance against goals;
Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a go