Operations Manager Pillars Investment Company

Job purpose

Supervises daily restaurant operations and assists brand managers with menu planning, maintains sanitation standards and assists on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.

1) Job related responsibilities

Managing Day-to-Day Operations

· Supervises and manages brand managers and employees. Manages all day-to-day operations. Understands brand managers positions well enough to perform duties in managers absence

· Maintains service and sanitation standards in restaurants

· Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met

Leading Food and Beverage Team

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example

· Encourages and builds mutual trust, respect, and cooperation among team members

· Serves as a role model to demonstrate appropriate behaviors

· Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills

· Develops specific goals for brand managers and plans to prioritize, organize, and accomplish the work

· Ensures and maintains the productivity level of all employees

· Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective

· Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management

· Ensures compliance with all applicable laws and regulation

· Ensures compliance with food handling and sanitation standards

· Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team

· Establishes guidelines so employees understand expectations and parameters.

Ensuring Exceptional Customer Service

· Provides services that are above and beyond for customer satisfaction and retention

· Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

· Overlooks day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis

· Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations

· Empowers employees to provide excellent customer service

· Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations

· Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction

· Ensures corrective action is taken to continuously improve service results

· Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

· Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return)

Managing and Conducting Human Resource Activities

· Provides guidance and direction to brand managers, including setting performance standards and monitoring performance

· Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others

· Ensures employees are treated fairly and equitably. Strives to improve employee retention

· Ensures employees receive on-going training to understand guest expectations

· Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns

· Strives to improve service performance

· Ensures recognition is taking place across areas of responsibility

Additional Responsibilities

· Analyzes information and evaluating results to choose the best solution and solve problems

· Supervises operations in absence of Brand Manager.

2) Generic responsibilities

· Provide inspired leadership for team members to achieve the Company’s goals and objectives

· He should be a true ambassador representing the organizations values and mission

· Must have a positive attitude and enthusiastic to learn

· Willing to champion new ideas, acting as a catalyst of change, being creative, dynamic and adaptable

· Will not engage in any PR and/or media promotions without prior approval from the corporate office. It is vital that all communications to the outside world is streamlined through the corporate office only

· Performs special duties and projects as assigned by the corporate office

· Take every opportunity to amaze the guests

3.) Teamwork

· Be an enthusiastic, helpful and positive member of the team

· Be professional, responsible and mature in conduct and behavior

· Be understanding of, encouraging to and friendly with all co-workers

· Be self motivated and use time wisely

· Maintain open line of communications with each department

· Communicate pertinent information

· Respond positively to new ideas

· Openly accept critical/developmental feedback

· Report to work on time

· Be available to work a flexible schedule to include weekends and holidays

· Maintain effective communication through the use of meetings, memorandums

· Be available to help other departments in emergency situations

· Perform other assignments as directed by supervisor

· Adhere to all work rules, procedures and policies established by the company including, but not limited too those contained in the employee handbook

Candidate Profile

· Being able to multi task

· Highly organized

· Must be in good health in order to deal with the pressures of the job

· Good communicator

· Great people management skills

Education and Experience

· Minimum 10 years in F&B management.

· Minimum 5 years of managerial experience in multi-unit, high volume, top quality restaurant chain

· It is necessary that he/she has had experience in setting up and opening up new restaurants.