Role Purpose
Responsible for managing all aspects of a specific department(s) within the restaurant including the selection, development and performance management of restaurant Team Members, optimizing profits and increasing sales
Key Responsibilities & Accountabilities
- Manage all areas of operations for a specific department including marketing and human resources, while ensuring the Company's standards of quality, service and operations are maintained.
- Manage operations during scheduled shifts that include daily decision-making, staff support, scheduling, planning while upholding standards, product quality and cleanliness.
- Frequently interact with Guests and follow up on any issues or complaints they may have
- Maintain an accurate and up-to-date manpower plan of Department staffing needs.
- Prepares schedules and ensures that their department is staffed for all shifts.
- Use the Great People Selection process to interview hourly Team Members, ensuring Team Members hired meet Company standards.
- Staff, train and develop their department's hourly Team Members through ongoing feedback, establishment of performance expectations and by conducting performance reviews on a regular basis.
- Identify operational opportunities to build sales and control costs; develop and implement plans to address opportunities (i.e., R&M, marketing).
- Perform liquor, wine, and beer check in to ensure proper invoicing.
- Ensure proper security procedures are in place to protect Team Members, Guests and Company assets, including security of beer walk-in, liquor room, store room, freezer and office.
- Prepare end of shift reports.
- Directly supervise Team Members.
- When acting as Manager on duty, oversee all of the restaurant's operations
- Ensure great food is served to every Guest.
- Manages inventory efficiently, accurately, and in a cost-effective manner.
- Fosters open communication with kitchen and FOH staff
Key Decisions
Makes :
Employee relations issuesCustomer service issuesGuest relations issuesVendor related issues Influences :Team member hiringTeam member terminationsSales and service objective strategiesRecruiting strategiesMeasures of Success
Guest experience scoresAnnual sales dollars achieved compared to budgetMeeting or exceeding requirements for Ecosure Audit scores for the yearGrow sales meet or exceed annual sales budgetTeam member turnoverMeeting Labor BudgetQualification Requirements
4-year college degree preferred.Minimum of 6 months experience working in a full service restaurant.Must be capable of performing all functions and meeting qualification standards for all hourly positions.Competencies
ASSESSING AND SELECTING TALENT : Effectively identifies and evaluates the talent within the restaurant in order to select individuals that exhibit pride, passion and personality and to build top performing teams
Helps identify strong team member candidates and sells Friday's in order to get the best talent on board.Utilizes selection tools and processes as guidelines to effectively assess and hire the right people for the teamSupports selection decisions by identifying high potential within the team in order to maximize internal promotesIdentifies great talent based on diverse backgrounds, skills, and abilities as well as common passion for the businessUnderstands where individual talent can be best utilized; matches the right people with the right jobKnows who top performers are and takes the necessary steps to engage and retain themEnsures that new employees are equipped with the proper training and resources necessary to experience successCOACHING FOR PERFORMANCE : Spends time guiding, teaching and providing clear and directed feedback to your team to help them grow and succeed.
Provides ongoing guidance and direction to help team members reach their full potentialGives honest feedback that is specific, timely and action-orientedPromptly recognizes and encourages effective performanceHelps to develop and execute plans for each team member that maximize strengths and improve weak areasEnsures team members are given challenging assignments to help them learn new skills that can prepare them for the next levelTakes a hands-on approach to developing others by providing clear examples of desired behaviors to ensure understandingLEADS AND INSPIRES OTHERS : Sets the example for the team by living the TGI Friday's credo and values; effectively influences and motivates them to reach goals
Acts with integrity in all dealings; demonstrates consistency in words and actionsDemonstrates genuineness, openness, and approachability and consistently treats all team members and guests with dignity and respectEffectively manages stress level during difficult situationsDemonstrates the ability to understand and adjust leadership style to fit others' needsRallies and harnesses the energy of the restaurant by being present, upbeat and engagedFrequently and genuinely acknowledges and rewards strong performanceTreats all employees in a fair and consistent mannerCOMMUNICATION : Keeps everyone on the same page through frequent information sharing and open dialogue
Encourages open, honest and timely communication among team membersFosters frequent dialogue between the FOH and BOH staffDemonstrates effective listening by being available to team members and responding to needs and concernsCommunicates the why behind important goals and initiatives to gain buy-inRespects the opinions of others; listens to comments and concerns with an open mindHolds frequent meetings where information is shared freely by staffTakes advantage of opportunities to engage in one-on-one communicationMANAGING EXECUTION : Enforces performance standards and follows up relentlessly to ensure accountability for top quality results.
Ensures 100% compliance with standard operating proceduresEnforces high standards and always looks to raise the barFollows up regularly to ensure proper execution and offers support and / or redirectionHolds team members accountable to meet obligationsConfronts sub-par performance directly and holds people accountable for making improvementsMakes tough but necessary decisions in regards to disciplineSets clear expectations and goals and holds others accountable for achieving themIdentifies and corrects mistakes immediately to provide hands on learning experiencesPASSION FOR THE GUEST : Ensures that every action and decision leads to an exceptional guest experience
Maintains visibility within the restaurant; models exemplary hospitality by engaging regularly with the guests and interacting in a positive, sincere mannerEncourages Team Members to focus efforts and attention on going above and beyond to exceed guest expectations and create repeat visitsEffectively balances guest needs with TGI Friday's business needsUtilizes guest feedback to improve the guest experienceShows awareness of guest needs and expectations; prevents problems before they occurFollows up to ensure that guest issues and complaints are addressed and resolved promptlyShows attention to food quality / appearance, ticket times, and the fine details that define the overall guest experienceDECISION MAKING & PROBLEM SOLVING : Thinks problems through, acts with urgency and always keeps the best interests of the brand at heart when making decisions
Able to digest information quickly, boil it down, and identify relevant issuesFinds root causes in order to develop workable solutions to problemsDraws important connections and considers both short and long-term implications of decisionsRight or wrong – shows the willingness to make the call and accepts responsibility for decisions and resultsEvaluates various solutions to problems before taking actionActs quickly and decisively when needed based on the need and urgency of situationFLEXIBLY ADAPTS AND MANAGES CHANGE : Keeps up with shifting business needs and embraces change in order to drive results and grow the brand
Responds quickly to changing needs and adapts as necessary to meet new challengesDisplays a positive, confident attitude for tackling new challenges and initiativesUnderstands new initiatives and speaks knowledgeably of changes to both FOH and BOH staffHelps ensure that changes are fully integrated into operations and sustained over timeEffectively manages daily priorities while keeping track of long-term initiativesPerseveres through resistance to change with positive influence and firm accountabilityMANAGING FINANCIAL RESULTS : Demonstrates an understanding of the financial components of the restaurant operation and how to impact results.
Helps analyze financial profit and loss results, guest satisfaction measures, and other key performance dataUses appropriate tools and resources to monitor location's performance and understands factors that affect success and growthSupports the DO and GMs initiatives to grow business in their locationEnsures consistent quality and execution of food and service in order to help drive the brand and increase salesMakes financial needs an important consideration in plans and decisionsPI263115005
