Hourly Manager - #19503585


Date: Dec 26, 2020
City: Columbus, OH
Contract type: Full time

Position Summary:

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.

Essential Responsibilities:

  • 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;

evaluates results.

  • 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 goal; eliminates roadblocks; creates focus.

  • Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

  • Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Physical Requirements:

  • Must be able to safely and successfully perform the essential functions of this position, meeting qualitative and/or quantitative productivity standards.

  • Ability to lift up to 50 pounds.

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