Summary Description : The Hospitality Manager is a business partner accountable for leading the Restaurant Associate team to deliver Steak n Shake operational and financial standards on each scheduled shift as well as building a well cross trained staff within the Restaurant.

The Hospitality Manager is responsible for assessing Associates performance to identify opportunities and coach for improvement.

This position has accountability on his / her shift for the correct delivery of Steak n Shake procedures, policies and specification which deliver the Steak n Shake Vision and Mission.

The Hospitality Manager will partner directly with his / her Restaurant and General Manager and / or Franchise Partner Designate.

Department : Operations - Restaurant Reports to : General Manager and / or Franchise Partner Designate FLSA : Non-Exempt Direct reports : Trainers and all Restaurant Associates

1. RESPONSIBILITIES : Major functions / tasks performed in the job and the deliverable (report, product, output, etc.) produced.

Primary and On-Going Accountabilities

• Effectively Manage a Steak n Shake Shift
• Execute the 14 point walk and correct deficiencies as they arise
• Ensure food is properly stored and prepared in compliance with food safety regulations and recipe adherence
• Ensure service, hospitality, accuracy and speed standards are achieved
• Maintain strict compliance with health, safety and security standards and procedures
• Train, coach and inspire Associates to deliver exceptional service, food quality and environment to the Guest
• Demonstrate effective decision making and problem solving skills that support the Steak n Shake Principles; Relentless Pursuit of Excellence, Exceed Guest Expectations, Golden Rule, Economic Objective and Entrepreneurial Approach
• Ensure accurate adherence to all State and Federal laws on assigned shift
• Lead by Example
• Has authority to discipline associates
• Recommends associates for hiring and promotion
• Recommends associates for termination

Specific Duties and Responsibilities

Customer Satisfaction : Build the business by relentlessly pursuing excellence and growing customer traffic over prior year :

Effectively interact with Guests to ensure we exceed their expectations with the highest quality food and great service

Immediately address Guest concerns and complaints utilizing the Steak n ShakeGuest Recovery Model - L.E.A.R.N.

Ensure Guests are immediately recognized upon entering and as they are leaving

Motivate all Associates to deliver great hospitality toward all guests and other associates

Brand Protection : Operate in accordance with our Quality, Service and Cleanliness Standards(QSC) and other food safety practices, delighting our Guest with outstanding fresh food and training our valuable people :

Execute the 14 point walk ensuring the facility is radiant, the associates are motivated, the stations are appropriately set up / re- stocked for meal periods, and constantly moving through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved

Interview candidates using the Select the Best 1st interview guide and recommend enthusiastic / Guest centric candidates to the General Manager for employment

Ensure associates are effectively trained using the Steak n Shake training program,Earning your Wings

Monitor food quality, portioning and speed from the EXPO window and resolve any issues immediately

Assign and verify all side work is accurately and efficiently completed

Verify accurate adherence to the Prep and Pull and cooling charts as well as complete HACCP and line checks on assigned shift ensuring food quality and quantity

Ensure all Safety procedures and policies are strictly adhered to

Financial Growth : Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices :

Deploy associates appropriately as planned on the Schedule and Line up sheets

Ensure appropriate staffing levels of well-trained associates on assigned shifts

Complete shift and daily inventory and accurately post into the back office POSSystem

Check in food delivery, ensure proper storage and post-delivery into the POS.

Complete food order based on commissary order guide and enter into ordering system

Maintain strict adherence to cash handling and banking policies and procedures

Complete shift tools and administration duties as assigned by General Manager

2. SCOPE : Impact this job has in terms of decisions made, direction given, number of employees supervised, size of organization managed or supported, impact of errors, dollars, etc.

• Enforce procedures, training and other programs designed by Steak n Shake to effectively deliver the Steak n Shake Vision, Mission and Principles
• Interviews and recommends Associates candidates to GM within compliance of FLSA and Steak n Shake guidelines
• Takes responsibility for shift financial results
• Serves as a resource to colleagues and as a mentor to less experienced Managers
• Actively manages the shift ensuring speed and food quality

3. KEY RELATIONSHIPS : Position’s key contacts and relationships.

Primary :

• Restaurant Associates
• Restaurant Trainers
• Restaurant Management

Secondary :

• Division President
• Field Training Manager
• Human Resource Manager

Manager 12.1.2021

4. REQUIREMENTS : Typical minimum requirements to perform the job.

• High School graduate or equivalent education preferred
• Certified in all Stations at Steak n Shake or equivalent experience
• ServSafe certified (based on local regulations)
• Understand Steak n Shake policies, procedures, state laws, Health codes, Safe food handling and Sanitation procedures
• Positive, motivating communication skills
• Strong organization and time management skills
• Strong coaching and mentoring skills
• Flexible and adaptable to changing circumstances
• Ability to read, write, perform mathematical calculations and analyze data
• Demonstrate key principles : Golden Rule, Relentless pursuit of Excellence, Exceeding guest expectations, Economic objective, Entrepreneurial approach
• Able to work in excess of 40 hours per week while standing, walking and stretching
• Able to lift, carry, push and pull 30 lbs
• Able to perform any task performed by a service or production associate
• Able to see across the restaurant to monitor and oversee the operation
• Able to legally operate a motor vehicle
• Able to hear, understand and professionally respond to guest and employee inquiries, comments and concerns

5. KEY PERFORMANCE INDICATORS : Key indicators to be used to measure job performance.

• Field Results Report
• Key Metrics
• Effective working relationship with Above Store Leaders, Restaurant Management, colleagues and direct reports

6. CAREER PATH : Logical positions along the career path, vertical and / or lateral.

• Restaurant Manager
• General Manager
• Franchise Partner

Last updated : 2024-06-21