Job Overview:
The AGM is responsible for leading department-level restaurant operations; modeling and demonstrating leadership that is grounded in Fork in the Road Core Values and Operating Company Principles. Successful performance is measured by consistent delivery of balance results through our systems, methods and procedures. This ultimately leads to sustained growth in sales and profits achieved through personal, people, business and results leadership.
Reports to: General Manager
Roles and Responsibilities
Guest
- Provide extraordinary focus on guest
- Develop, nurture and sustain guest relationships to ensure exceptional dining experiences-“experiential dining”
- Proactively visits, interacts and solicit feedback with guest; build guest loyalty; handle guest request, comments and complaints and recover guest effectively
- Coach employees how to deliver a competitively superior guest dining experience; actions impact the guest experience; anticipate, identify, and resolve issues that impact the guest experience
- Support local sales and marketing efforts to build new sales
Employee
- Model and demonstrate standards and expected behaviors grounded in the Fork in the Road Core Values
- Staff, train & develop, and retain best in class, engage, guest-focused employees
- Communicate goals and expectations to employees; complete and conduct on time team member performance reviews
- Observe desired behaviors and performance and direct activities of employees, coach employees on operational, interpersonal and teamwork skills
- Communicate positive and re-directive feedback openly, honestly, candidly and on time; motivate employees to improve performance through constructive feedback and progressive discipline (where appropriate)
- Develop and empower employees to make decisions independently which positively affects the guest experience
- Address employee comments and complaints immediately and resolve as needed
- Support employee through training and development to achieve their professional dreams and goals
- Identify development opportunities to teach leadership skills in employees for future roles within Fork in the Road
- Develop, nurture and maintain positive working relationships with peers, local restaurants and Restaurant Support Center team members
- Establish and maintain a productive and fun work environment in the restaurant
Financial
- Achieve restaurant financial goals as specified for department or area of responsibility
- Communicate areas of performance needing improvement to meet business plan to department employees as appropriate
Process Excellence
- Select and maintain a fully staffed top- quality team within the restaurant by recruiting top-quality candidates, reviewing candidate applications, interviewing candidates, and conducting reference checks; ensuring selection and training systems tools & resources are being used to select and train quality hires
- Create schedules for employees; monitor labor through forecasting and tracking systems; adjust labor on shifts to account for guest count and guest flow
- Ensure employees are following systems, methods and processes for food safety, sanitation and quality, security, and relevant checklist are completed, coach employees on systems and processes
- Coordinate with vendors and oversee the repairs and maintenance of the building, landscaping, parking lot, equipment, seating and technology; communicate needs to team and secure needed support and approval
- Ensure the quality of food and beverage to include ordering and managing beverage inventory, product specifications, preparation of ingredients and recipes, proper temperatures and presentation
- Assess currant inventory, place orders and verify incoming shipments of products tools and supplies
- Conduct new product, menu roll-out and procedural training to employees in a timely manner
- Review operational numbers and reports and take appropriate action; audit guest checks and manage cash
- Adjust sales/guest count forecast based on historical trends as well as current guest counts and sales; adjust restaurant labor to account for increased and decreased guest count flow
- Conduct a wide variety of administrated duties in support of restaurant operations, and in compliance with local, state and federal laws
- Ensure all verbal and written communications from the RSC are communicated to appropriate employees and all changes are implemented on time according to procedure
- Manage Open Table reservations, private parties and large parties; maintain up-to-date guest database
- Apply advanced food, beverage & service etiquette knowledge and technique
Required Leadership Competencies
Personal Leadership
Acts with Character and Integrity
Lives the Fork in the Road values; is truthful and forthright with self and others; aligns words and actions; understands and refuses to cross ethical boundaries even when unpopular; works for the common good not the personal gain
Values and Respects Diversity
Makes a personal priority to embrace and leverage diversity and inclusion; values diverse viewpoints; demonstrates cultural competence
Communicates Effectively and with Candor
Engages in open, honest and candid conversation with one another; accurately and
concisely conveys key points and main messages across different settings and audiences
People Leadership
Knows and Champions and Employee
Seeks to understand the guest and value employees’ unique needs and aspirations; considers talent decisions from the perspective of the employee; brings the voice of the employee
“to the table” ensures that they have the tools; resources, and opportunities they need to succeed
Coaches and Develop,
Engages in regular, frequent, and supportive communications and feedback, facilities professional development to help employees maximize their performance and reach their fullest potential
Business Leadership
Knows and Champions the Guest
Seek to understand the guest and his/her dining experience considers business decisions from the perspective of the guest; brings the voice of the guest “to the table” is dedicated to meeting the expectations and needs of the guest; maintains culture of hospitality and service excellence
Thinks Strategically about the Business
Draws upon a solid understanding of the business (e.g.., industry, operations) to critically evaluate pertinent issues, situations, and events; sees clearly ahead anticipates future consequences and trends; uses broad perspective to make sound decisions
Leverage Capability Across Boundaries
Leverages an understanding of the Fork in the Road enterprise and operating companies to fully utilize cross-team (in restaurant or across locations in region) cross-function (culinary, bar/hospitality, service) and cross-business unit (across other Fork in The Road Brands) capabilities-systems, people, and processes-to achieve business results
Results Leadership
Defines and Achieve Excellence and Accountability
Persistently strives for the right goals, and measures success in terms of the results achieved, realizes excellence through successfully translating visionary through leadership into action; holds self and others accountable to a high standard of excellence and performance
Supports Innovation and Change
Generates, supports, and remains open-minded to new ideas and insights; understands how to manage change and motivate others to embrace it
Education, Training, Experience and other Key Qualifications
- High school diploma or equivalent required; Bachelor’s degree (Hospitality, Business or related field) preferred
- 1+years management or supervisor experience in restaurant, hotel, retail or general business required
- 2+years casual dining or full-service restaurant management experience preferred
- ServSafe, local and state certifications or the ability to obtain required
- Proficiently communicating (verbal and in writing) in English required
- Must be at least 21 years of age
- Entry level Master Sommelier course, preferred
- Or equivalent combination of education, training and experience
ALL employees are expected to abide by all company policy and procedures at all times. Managers (exempt employees) must abide and enforce company policy and procedures at all times.
