Head of Services - Support and Managed

Description

Position Summary:
The Service Manager is responsible for managing daily operational responsibilities, typically in support of the GM or AGM. This position focuses on growing as a leader in the space while learning

administrative duties. This manager oversees the host stand, assists the VIP Concierge, and acts as a liaison for the Reservations & Marketing Departments.

Operational Responsibilities:

Oversee the staff setup and breakdown the restaurant, assigning and checking daily side work

Create server sections and strategizing on the management plan for service

Meet with Chefs daily to review menu changes, print daily menus and ensure they are ready for service

Hold daily line ups with staff to review reservations, nightly focus, and menu changes.

Maintain POS menus and settings and troubleshoot when necessary.

Ensure OpenTable is maximized diligently, cover counts are accurate, and tables are finished on time to provide accurate reporting

Ensure ERHG service and hospitality standards are met during every service

Send daily performance summary emails to management.

Ensure a safe working and guest environment to reduce the risk of injury and accidents.

Complete accident reports promptly in the event that a guest or employee is injured.

Ensure positive guest service in all areas. Respond to complaints, taking all appropriate actions to turn dissatisfied guests into return guests.

Be a leader in hospitality. Set the example for the rest to follow.

Build lasting relationships with our guests by touching tables and making connections.

Be an ambassador of our product and service. Tell the story of what makes us special to our guests and team members.

Update the restaurant’s website with current menu

Update Dropbox with recent party menus for Events Team

Handle physical gift card requests and mailing and respond to guest reviews

Monitor email inbox as needed (based on Reservations team taking vacation)

Work with the VIP Concierge to strategize and execute VIP gifts

Acts as an on-site liaison for the Marketing and Reservations department.

Accountabilities:

Keep GM and AGM fully informed of all issues (i.e. problems, unusual matters of significance and positive events) and takes prompt corrective action when able

Complete job responsibilities and performance objectives in a timely and effective manner and in accordance with company policies and procedures.

Maintain a favorable working relationship with all company employees to promote a harmonious work environment, boosting morale, productivity, and efficiency/effectiveness.

At all times provides a favourable image of ERHG, including restaurant cleanliness (inside and out) and upholding staff appearance standards.

Attend bi-weekly FOH/BOH meeting to keep management communication strong

Perform other duties and responsibilities as required or requested by corporate and partners.

Financial Responsibilities:

Constantly drive sales through OpenTable efficiencies, staff training, community outreach working diligently with the events & reservations and marketing teams.

Help manage daily cash flow

Attend bi-weekly manager meetings with partners and corporate to analyze weekly profit & loss statement.

Food & Beverage Requirements:

Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen, bars, and dining areas. Ensure compliance with operational standards, company policies, federal/state/local laws, and ordinances.

Maintain professional restaurant image, including restaurant cleanliness (inside and out), proper uniforms, and appearance standards.

Must be ServSafe Manager certified and uphold all ServSafe guidelines and TABC certified.

Staff Responsibilities:

Constantly work towards high team morale and a healthy positive work culture.

Provide direction to employees regarding operational and procedural issues.

Develop employees by providing ongoing feedback, and acting as a leader of hospitality in the space

Personal Requirements:

Passion for food, beverage, and hospitality

Self-discipline, initiative, leadership ability and pleasant, approachable nature

Ability to lead by example with a neat and clean appearance.

Ability to motivate employees to work as a team and maintain engagement

Must be a problem solver and multi-tasker, able to handle the pressures of coordinating restaurant operations and staff while finding appropriate solutions to restaurant problems.

Must possess good communication skills

Posses a can-do, team-oriented, flexible attitude

Working Conditions:

A typical work week for this position is 55 hours. Hours may vary if the manager must fill in for his/her employees or if emergencies arise.

Ability to perform all functions at the restaurant level.

Position requires prolonged standing, bending, stooping, twisting, lifting products and supplies weighing 45 pounds, and repetitive hand and wrist motion.

Work with hot, cold, and hazardous equipment as well as operates phones, computers, fax machines, copiers, and other office equipment.

Benefits:

3 Weeks PTO annually (15 days)

3 Sick Days annually

$3000 Educational Stipend annually

Employer Contribution to Health Insurance, $200/month

50% discount at all ERHG Restaurants

Wine Exam Reimbursement & Employee Wine Purchase Program - Cost + 20%

8 Weeks Paid Parental Leave

Up to 5 days Bereavement Leave

5 Year Retention Bonus of $3,000 and 10 Year Retention Bonus of $10,000

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