Service Manager

Service Manager

Role Purpose

Assist in leading restaurant managers and team members in the execution of an excellent guest experience resulting in increasing guest counts, sales and MOP growth. Ensures decisions and actions are in alignment with the Credo and Guiding Principles and all TGI Friday's 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; supervises 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 Guiding Principles.
• Executes on all brand standards.
• Identifies opportunities to drive sales, traffic and return visits with a 4-wall mentality; oversee implementation of local store marketing and national marketing promotions.
• Assists with the determination of 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 and an accurate and timely way, in accordance with company policies and procedures.

Key Decisions

Makes :

Influences :

Measures of Success

Qualification Requirements

Competencies

ASSESSING 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

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