Hospitality Manager

Buffalo Wild Wings | Franchise Ownership - North Charleston, SC3.6

Full-time
Job Purpose: 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.

All managers share responsibility for the following while functioning as the Manager-on-Duty:

GUEST
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.

TEAM
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.

QUALITY OPERATIONS
Utilizes all compliance systems, manager tools and procedures both in a timely manner, and with integrity (including but not limited to CSP/SOPs, 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.

SALES AND PROFITS
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).

Hospitality Manager-specific Responsibilities Include:
TEAM
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.

QUALITY OPERATIONS
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.

SALES AND PROFITS
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.

ADDITIONAL RESPONSIBILITIES Three or four-person teams
Manages overall Audio-Visual Experience: equipment, Playportts, Buzztime consoles
Manages Vending Program

Education/Training/Experience:
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.

Physical Demands:
The physical demands for this position are stands, walks, bends, lifts, and moves on an ongoing basis during working hours within a fast paced environment. These physical requirements can be accomplished with or without reasonable accommodations.
Brand: Buffalo Wild Wings
Address: 4959 Center Point Drive #104 North Charleston, SC - 29418
Property Description: 3387 - Center Pointe Dr - N Charleston, SC
Property Number: 3387