Complaints manager Jobs in Philadelphia, PA

About the Organization

OVERVIEW

ABOUT DIVIDEND RESTAURANT GROUP

Dividend Restaurant Group (DRG) was built on the core belief that the foundation of a company is defined by the character of the team, the versatility of its systems and the discipline of its actions. DRG is a guest first and team focused organization that has a successful track record of revitalizing iconic brands and driving value for all stakeholders.

Housed in Denver, DRG brings together some of the country's best-known brands, leveraging an industry-leading platform with a clear vision for continued growth. Our driving mantra- we pay 'dividends' to every stakeholder of our business; our guests, our team members, our vendors and our financial partners, all in different but meaningful ways.

Description

Position Summary

Assists and supports the General Manager and Assistant General Manager in leading and directing restaurant operations in accordance with the vision and mission of Dividend Restaurant Group. Focuses on delivering an exceptional dining experience; ensuring operational effectiveness; hiring, training, coaching and directing team members; upholding standards for dining ambiance, cleanliness, and safety; guest relations; annual goals and objectives; and enhancing profitability. Actively participates in the restaurant leadership team and partners with managers from other locations on improvements and projects.

Participates in brand growth through the development of staff through the use of approved Eddie Merlot's training materials, systems, processes and procedures.

Role and Responsibilities

Assist in managing daily dining room operations to achieve established goals.

Ensure the restaurant is appropriately staffed with well-trained team members and meets standards for appearance, set-up, cleanliness, safety, and ambiance.

Ensure proper training of team members, using approved company training materials and certified coaches.

Ensure that guests consistently receive exceptional food and beverages, coupled with unparalleled hospitality.

Partner with other managers to ensure that each table receives a manager visit. Address guest concerns, and constantly strive to improve service and guest satisfaction.

Supervise and schedule Servers, Bartenders, Bussers, Runners, Hosts, and the Valet station.

Coach team members regarding job expectations, procedures, sales goals and methods, and standards for : guest relations, knowledge of food and beverage, appearance, professional demeanor, conduct, and teamwork.

Communicate job expectations and standards, review job performance, coach and hold team members accountable.

Participate in line checks using approved line check sheets ensuring proper hold temperatures, line levels, portion sizes, quality, freshness and flavor profiles meet company standards.

Maintain a work environment focused on cooperation and team service, open communication, team member involvement, high standards of service and conduct, employee recognition activities, and high morale / satisfaction for team members.

Conduct or participate in daily Powerful Pre-shift meetings and communication of operational updates, information, and issues.

Guide team members to build food and beverage sales that meet or exceed guidelines.

Monitor and enter data into the POS system, create daily reports, monitor labor costs, follow cash handling procedures, and assist with financial administration.

Assist with food and beverage inventories, sales forecasting, ordering and receiving product, purchase orders and invoices, and creating waste / spillage and other product-related reports in accordance with established procedures.

Support Platinum Club, gift cards, and promotional programs. Supplement corporate marketing activities with local efforts to enhance business. Build positive relationships with business and community leaders, regulatory agencies and neighboring businesses.

Partner with other managers to ensure compliance with federal, state, and local regulations related to : alcohol, food handling, sanitation, safety, and employment. Uphold procedures to safeguard the physical safety and health of all team members, guests, vendors, valets, and visitors.

Assist with Workers Compensation reports, general liability claims, and other reporting as needed.

Deliver expected financial results while maintaining brand integrity.

Financial Accountability - Monitor sales, food and labor cost, and related financial data on a regular basis.

Assist with restaurant maintenance, repairs, schedule services, and inspections.

Investigate and implement cost saving and quality improvement measures to maximize guest satisfaction and restaurant profitability.

Complete daily, weekly, and other assigned accounting and administrative responsibilities.

Complete opening and closing procedures as assigned. Lead and / or participate on project teams and perform other duties as assigned.

Meet company's expected deadlines, timelines and due dates for all administrative tasks.

Attend weekly manager meetings providing pertinent information relating to sales, schedules, team member concerns / compliments, staffing.

Enhance dining experience via tableside visits and teamwork with dining room staff. Serve as a positive, professional representative of the company at all times, both in the restaurant and within the community. Set an example for customer service and ensure all team members understand Eddie Merlot's objectives for exceptional food quality and hospitality.

Create a cohesive team through direct, transparent and frequent communication.

Perform all related duties and projects as assigned.

POSITION REQUIREMENTS

Qualifications and Requirements

Two or more years of restaurant management experience, preferably in fine dining.

College degree in hospitality, business, or related field preferred.

Proven leadership and management skills and accomplishments.

Extensive knowledge of menus, food preparation, and presentation techniques typically found in a fine-dining establishment.

Knowledge of wine, alcoholic beverages sales and service.

Strong interpersonal, written and verbal communication skills.

High degree of integrity, professionalism, work ethic, and respect for others.

Proven ability to anticipate and avoid problems, make effective decisions under pressure, and effectively solve problems.

Experience hiring, training, and developing, evaluating and motivating staff.

ServSafe Certification or equivalent. Full understanding of federal, state, and local regulations related to food safety, sanitation, OSHA, and employee safety.

Familiar with Microsoft word products, e-mail, and restaurant computer software. Basic math and business reporting skills.

Fluent English required. Working knowledge of Spanish preferred.

Working Conditions / Physical Demands

Able to stand for 6 or more hours at a time.

Able to lift and carry up to 50 pounds.

Able to work an average of 55 to 60 hours per week (according to business demand)

Typically works five days per week, but occasionally works six days per week.

Must be available to work days, evenings, weekends, and holidays as needed and required.

Available to travel for meetings and related business activities as needed.

SALARY RANGE

POSITION Manager - EM

DIVISION Eddie Merlot's

EXEMPT / NON-EXEMPT Exempt

EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Position Requirements

Qualifications and Requirements

• Two or more years of restaurant management experience, preferably in fine dining.
• College degree in hospitality, business, or related field preferred.
• Proven leadership and management skills and accomplishments.
• Extensive knowledge of menus, food preparation, and presentation techniques typically found in a fine-dining establishment.
• Knowledge of wine, alcoholic beverages sales and service.
• Strong interpersonal, written and verbal communication skills.
• High degree of integrity, professionalism, work ethic, and respect for others.
• Proven ability to anticipate and avoid problems, make effective decisions under pressure, and effectively solve problems.
• Experience hiring, training, and developing, evaluating and motivating staff.
• ServSafe Certification or equivalent. Full understanding of federal, state, and local regulations related to food safety, sanitation, OSHA, and employee safety.
• Familiar with Microsoft word products, e-mail, and restaurant computer software. Basic math and business reporting skills.
• Fluent English required. Working knowledge of Spanish preferred.

Working Conditions / Physical Demands

Salary Range

Position

Manager - EM

Division

Eddie Merlot's

Exempt / Non-Exempt

Exempt

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.