Buffalo Wild Wings - Hospitality Manager - Springfield

The Hospitality Manager supervises the operation of the restaurant on a shift-by-shift basis, with primary responsibility for the dining room area. Manages hospitality staff planning and staff development and maintains a safe environment.

• Models hospitality skills/behaviors, including regular interaction and engagement with guests.
• Ensures guest satisfaction, inspires guest loyalty and ensures responsible alcohol service, through effective shift execution.
• Effectively handles guest complaints during shifts, turning unsatisfied guests into satisfied guests.

• Conducts interviews of walk-in candidates and supports orientations for new team members when necessary.
• Ensures training programs are followed for team members in new positions,
• Plans and leads shift meetings, builds camaraderie, and solicits feedback.
• Participates in weekly manager meetings.
• Handles shift-by-shift on-the-fly coaching of team members.
• Handles shift-by-shift counseling of team members and seeks guidance from GM, AGM or Bar Manager for any termination decisions.
• Keeps General Manager informed of any and all employee relations issues, especially potentially concerning discrimination or harassment.
• Creates and executes plans for self-development, including but not limited to use of formal company training programs.

• Utilizes all compliance systems, manager tools and procedures both in a timely manner, and with integrity (including but not limited to CSP/SOP’s, restroom checks, ticket tracker, line checks, guest check audits) to ensure proper shift execution.
• Conducts administrative manager functions as needed (entering invoices, end of day procedures, etc).
• Maintains high cleanliness standards, holds Team Members accountable for adherence to daily, weekly and monthly cleaning schedules.
• Helps to ensure adherence to ServSafe Alcohol, Food and HACCP standards.
• Assists in the rollout of new company programs, policies and procedures as requested.

• Understands and executes all new product and marketing promotions.
• Manages shifts to achieve sales and profit goals (including labor and food cost management, and controlling expenses).

• Executes staff planning for department, conducts interviews and makes hiring recommendations to General Manager, AGM and Bar Manager.
• Creates weekly schedules for direct reports (Server, Cashier and Greeter) within budgeted labor guidelines, balancing Team Member and business needs.
• Develops direct reports by creating action/development plans when necessary.
• Provides coaching and follow up to direct reports to ensure execution of service standards and guest experience.
• Provides counseling and regular performance feedback for direct reports, and conducts timely performance reviews.
• Communicates effectively to direct reports by holding departmental meetings on a timely basis to communicate successes, new procedures, and areas of opportunity.

• Understands and analyzes pertinent sections of restaurant performance tools (GEM, QSCs, audits, P&L), creates and puts action plans in place to address issues when necessary. Follows up with direct reports to ensure completion of plans.

• Assists the General Manager with the execution of the Local Restaurant Marketing program.
• Keeps point of purchase and marketing materials up to date within the restaurant.
• Creates, develops and implements sales building incentives contests.
• Completes all other assigned duties or tasks.

• Manages overall Audio-Visual Experience: equipment, Playportts, Buzztime consoles
• Manages Vending Program

• Education: High School or equivalent. Coursework in restaurant management preferred.
• 1 plus years prior professional experience in restaurant/retail management desired.
• Must possess proper food handlers and alcohol dispensing certifications (if required by law).
• Valid driver's license.
• Satisfactory criminal history.
• General knowledge of labor laws, health codes, safe food handling and sanitation, responsible alcohol service, safety and security systems and procedures, computer operations.
• Good people management skills, communication and listening skills. Must be flexible and adaptable to change.
• Demonstrated time management and organizational skills.
• Must be self-motivated and detail oriented and have a passion for teaching others.
• Must be able to work a flexible schedule including days, nights, weekends and holidays.
• Work as a contributing member of a team.
• Must be able to read and comprehend written materials, write in grammatically correct sentences, and perform basic to intermediate mathematical computations.