Role PurposeTo lead a team of Restaurant Managers and Team Members in the execution of an excellent Guest experience resulting in increasing Guest counts, sales, and MOP growth. To ensure decisions and actions are in alignment with the Credo and Values and all TGI Fridays standards are met. To select, coach and develop Team Members.
Key Responsibilities & Accountabilities- Manages all day-to-day restaurant operations with a focus on delivering a great Guest experience; directly supervise and support 3–6 Managers and all FOH and BOH hourly Team Members; manages all profit and loss centers.
- Aligns all behavior with the Credo and Values.
- Executes on all brand standards through managing and coaching Team Members and Managers.
- Frequently interacts with Guests to ensure they receive the Fridays Service Style experience; follow up on any issues and complaints they may have to ensure Guest Satisfaction.
- Follows the Bubble Theory to proactively run a shift and anticipate Guest needs.
- Follows the Hamburger Stand Theory, ensuring that the restaurant and staff are set up for an outstanding shift.
- Identifies opportunities to drive sales, traffic and return visits with a 4-wall mentality; oversee implementation of local store marketing and national marketing promotions.
- Determines current and future staffing needs in the restaurant to ensure an adequate number of talented Team Members are available to deliver a great Guest experience.
- Identifies and develops high potential Team Members and Managers to fill future openings.
- Provides ongoing and honest feedback, coaching and development to managers and Team Members.
- Evaluates performance fairly and frequently and holds managers and Team Members accountable to results.
- Creates a safe, clean and discrimination-free environment for all managers, Team Members and Guests by ensuring all legal and company standards are met.
- Respond to Guest service complaints either in person or over the phone, taking any and all appropriate actions to turn dissatisfied Guests into return Guests.
- Completes all financial and personnel / payroll related administrative duties in an accurate and timely way, in accordance with company policies and procedures.
- Ensures all newly hired Team Members follow and complete their appropriate training plan, including required paper and electronic paperwork (tip credit notices included where applicable).
- Approves disciplinary actions pertaining to termination.
- Validates inventory per company standards.
- Ensure proper security procedures are in place to protect Team Members, Guests and Company assets.
Key DecisionsMakes:- Team Member hiring
- Team Member terminations
- Holds self and others accountable to Credo and Values
- Team Member wage increases, with input of Human Resources
- Employee relations issues. Partners with Employee Relations department and / or Director of Operations depending on severity
- Guest Relations decisions. Partners with Guest Relations department and / or Director of Operations depending on severity
Influences:- Team Member promotion to Associate Manager
- Manager terminations
- Identifying opportunities and enacting plans to grow sales within the four walls of the restaurant
- Partners with the DO to create annual budget and sales projections
Measures of Success- Guest satisfaction and Guest complaints
- Revenue growth
- Controlling cost
- PACE
- Staffing Level and Staff Turnover
- Development and promotion of Team Members and Managers
Qualification Requirements- 4-year college degree preferred
- Minimum of 2 years of experience as a Restaurant KM or AGM with extensive knowledge of Friday's recipes, policies, standards, theories and successful results with past responsibilities
- Possess business acumen and ability to manage P&L, budgets and financial projections and analysis
- Must be capable of performing all functions and meeting all qualification standards for all hourly positions
- Knowledge of P.O.S. system and the back office systems to fulfill management functions
- Must be able to walk and stand during entire shift
- Frequent bending and stooping required
- Must be able to lift up to 30 lbs
- Must be able to read and write English
- Must be able to hear well amongst loud background noise
CompetenciesASSESSING AND SELECTING TALENT: Effectively identifies and evaluates the talent within your restaurant in order to select individuals that exhibit pride, passion and personality and to build top performing teams.
COACHING FOR PERFORMANCE: Spends time guiding, teaching and providing clear and directed feedback to your team to help them to grow and succeed.
LEADS 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.
FLEXIBLY ADAPTS AND MANAGES CHANGE: Keeps up with shifting business needs and embraces change in order to drive results.
COMMUNICATION: Keeps everyone on the same page through frequent information sharing and open dialogue.
MANAGING EXECUTION: Sets performance standards and follows up relentlessly to ensure accountability for top quality results.
PASSION FOR THE GUEST: Ensures that every action and decision leads to an exceptional Guest experience.
MANAGING FINANCIAL RESULTS: Demonstrates a thorough understanding of the financial components of the restaurant and how to impact results.
DECISION MAKING & PROBLEM SOLVING: Thinks problems through, acts with urgency and always keeps the best interests of the brand at heart when making decisions.
DISCLAIMER: THE CONTENT WITHIN THIS DOCUMENT REPRESENTS THE ROLE OF A TGI FRIDAYS INC. EMPLOYEE. FRANCHISEES MAY INCLUDE DIFFERENT OR ADDITIONAL REQUIREMENTS. PLEASE VERIFY ACTUAL REQUIREMENTS DURING THE INTERVIEW.
Minimum Salary - $79,000
Maximum Salary - $100,000
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