Off Premise Manager, T.G.I. Friday's, Rockville, MD
T.G.I. Friday's -
Rockville, MD,
US
Off Premise Manager
Date Posted: 2024-05-09
Job description
Role PurposeEffectively supervises and manages all off premise operations to give the Friday's experience no matter where our guests are enjoying their Friday's order. Develops a team that always ensures food quality, speed of service, and order accuracy.Key Responsibilities & Accountabilities* Manage all areas of operations for off premise dining including marketing and human resources, while ensuring the Company's standards of quality, service and operations are maintained.* Manage operations during scheduled shifts that include daily decision-making, staff support, scheduling, planning while upholding standards, product quality and cleanliness.* Frequently interacts with all Guests including Curbside Guests to ensure we uphold that Fridays Feeling; follow up and resolve any issues or complaints the Guest may have.* Ensuring orders are quickly transferred to curbside guests and our 3rd party delivery partners with 100% accuracy* Ensuring all carry out orders are packaged to our Brand Standards, and all special instructions verified.* ID all guests ordering alcoholic beverages who appear to be 40 years old or younger (where applicable for to go).* Follow all relevant brand standards to deliver Fridays Experience* Ensures all newly hired Team Members follow and complete their appropriate training plan, including required paper and electronic paperwork (tip credit notices included where applicable)* Maintain an accurate and up-to-date manpower plan.* Prepares schedules and ensures that their department is staffed for all shifts.* Use the Fridays Recruiting Toolkit process to interview hourly Team Members, ensuring Team Members hired are fit with Fridays.* Staff, train and develop their hourly Team Members through ongoing feedback and coaching, establishment of performance expectations and by conducting performance reviews on a regular basis.* Identify operational opportunities to build sales and control costs; develop and implement plans to address opportunities (i.e., R&M, marketing)* Ensuring calls are answered quickly following Brand Standards* Ensure proper security procedures are in place to protect Team Members, Guests, and Company assets, including security of beer walk-in, liquor room, storeroom, freezer, and office.* Prepare end of shift reports.* Directly supervise Team Members, coaching, correcting behaviors as needed, and providing recognition to continuously improve performance.* When acting as Manager on duty, oversee all the restaurant's operations and conduct root cause analysis as needed to guarantee operational efficiency and an excellent Guest experience.* Manages inventory efficiently, accurately, and in a cost-effective manner.* Fosters open communication with BOH and FOH staff.* Ensure proper security procedures are in place to protect Team Members, Guests, and Company assets.* Customer service issues* Guest relations issues* Employee relations decisions with General Managers or Human Resources input as neededKey DecisionsMakes:* Customer service issues* Guest relations issues* Employee relations decisions with General Managers or Human Resources input as neededInfluences:* Team Member hiring* Team Member terminations* Sales and service objective strategies* Recruiting strategiesMeasures of Success* Guest satisfaction scores meet/exceed company standards* Annual sales dollars achieved compared to budget* Meets or Exceed Company Standards in Off Premise Defects* Meets or Exceeds Company Standard Off Premise Curbside Promise Times* Grow sales to meet or exceed annual sales budget* Meets or Exceeds Company Standards Off Premise Staffing Levels* Meets or Exceeds Company Standards in Off Premise Turnover and Retention Levels* Meets or Exceeds Company Budgeted LaborQualification Requirements* College degree preferred* Minimum of 6 months experience working in a full-service restaurant* Must be capable of performing all functions and meeting qualification standards for all hourly positions* Must be able to walk and stand during entire shift* Frequent bending and stooping required* Must be able to lift up to 30 lbs* Must be able to read and write English* Must be able to hear well amongst loud background noiseCompetenciesASSESSING AND SELECTING TALENT: Effectively identifies and evaluates the talent within the restaurant in order to select individuals that exhibit pride, passion and personality and to build top performing teams.* Helps identify strong team member candidates and "sells" Friday's in order to get the best talent on board.* Utilizes selection tools and processes as guidelines to effectively assess and hire the right people for the team.* Supports selection decisions by identifying high potential within the team in order to maximize internal promotes.* Identifies great talent based on diverse backgrounds, skills, and abilities as well as common passion for the business.* Understands where individual talent can be best utilized; matches the right people with the right job.* Knows who top performers are and takes the necessary steps to engage and retain them.* Ensures that new employees are equipped with the proper training and resources necessary to experience success.COACHING FOR PERFORMANCE: Spends time guiding, teaching and providing clear and directed feedback to your team to help them grow and succeed.* Provides ongoing guidance and direction to help team members reach their full potential.* Gives honest feedback that is specific, timely and action oriented.* Promptly recognizes and encourages effective performance.* Helps to develop and execute plans for each team member that maximize strengths and improve weak areas.* Ensures team members are given challenging assignments to help them learn new skills that can prepare them for the next level.* Takes a hands-on approach to developing others by providing clear examples of desired behaviors to ensure understanding.LEADS AND INSPIRES OTHERS: Sets the example for the team by living the TGI Friday's Mission, Vision, and Values.effectively influences and motivates them to reach goals.* Acts with integrity in all dealings; demonstrates consistency in words and actions.* Demonstrates genuineness, openness, and approachability and consistently treats all team members and guests with dignity and respect.* Effectively manages stress level during difficult situations.* Demonstrates the ability to understand and adjust leadership style to fit others' needs.* Rallies and harnesses the energy of the restaurant by being present, upbeat and engaged.* Frequently and genuinely acknowledges and rewards strong performance.* Treats all employees in a fair and consistent manner.COMMUNICATION: Keeps everyone on the same page through frequent information sharing and open dialogue* Encourages open, honest and timely communication among team members.* Fosters frequent dialogue between the FOH and BOH staff.* Demonstrates effective listening by being available to team members and responding to needs and concerns.* Communicates the "why" behind important goals and initiatives to gain buy-in.* Respects the opinions of others; listens to comments and concerns with an open mind.* Holds frequent meetings where information is shared freely by staff.* Takes advantage of opportunities to engage in one-on-one communication.MANAGING EXECUTION: Enforces performance standards and follows up relentlessly to ensure accountability for* top quality results.* Ensures 100% compliance with standard operating procedures.* Enforces high standards and always looks to raise the bar.* Follows up regularly to ensure proper execution and offers support and/or redirection.* Holds team members accountable to meet obligations.* Confronts sub-par performance directly and holds people accountable for making improvements.* Makes tough but necessary decisions in regards to discipline.* Sets clear expectations and goals and holds others accountable for achieving them.* Identifies and corrects mistakes immediately to provide hands on learning experiences.PASSION FOR THE GUEST: Ensures that every action and decision leads to an exceptional guest experience inside the four walls and out.* Maintains visibility within the restaurant; models exemplary hospitality by engaging regularly with the guests and interacting in a positive, sincere manner.* Encourages Team Members to focus efforts and attention on going above and beyond to exceed guest expectations and create repeat visits.* Effectively balances guest needs with TGI Friday's business needs.* Utilizes guest feedback to improve the guest experience.* Shows awareness of guest needs and expectations; prevents problems before they occur.* Follows up to ensure that guest issues and complaints are addressed and resolved promptly.* Shows attention to food quality/appearance, ticket times, and the fine details that define the overall guest experience.DECISION MAKING & PROBLEM SOLVING: Thinks problems through, acts with urgency and always keeps the best interests of the brand at heart when making decisions.* Able to digest information quickly, boil it down, and identify relevant issues.* Finds root causes in order to develop workable solutions to problems.* Draws important connections and considers both short and long-term implications of decisions.* Right or wrong - shows the willingness to make the call and accepts responsibility for decisions and results.* Evaluates various solutions to problems before taking action.* Acts quickly and decisively when needed based on the need and urgency of situation.FLEXIBLY ADAPTS AND MANAGES CHANGE: Keeps up with shifting business needs and embraces change in order to drive results and grow the brand.* Responds quickly to changing needs and adapts as necessary to meet new challenges.* Displays a positive, confident attitude for tackling new challenges and initiatives.* Understands new initiatives and speaks knowledgeably of changes to both FOH and BOH staff.* Helps ensure that changes are fully integrated into operations and sustained over time.* Effectively manages daily priorities while keeping track of long-term initiatives.* Perseveres through resistance to change with positive influence and firm accountability.MANAGING FINANCIAL RESULTS: Demonstrates an understanding of the financial components of the restaurant operation and how to impact results.* Helps analyze financial profit and loss results, guest satisfaction measures, and other key performance data.* Uses appropriate tools and resources to monitor location's performance and understands factors that affect success and growth.* Supports the DO and GMs initiatives to grow business in their location.* Ensures consistent quality and execution of food and service in order to help drive the brand and increase sales.* Makes financial needs an important consideration in plans and decisions. decisions.DISCLAIMER: THE CONTENT WITHIN THIS DOCUMENT REPRESENTS THE ROLE OF A TGI FRIDAYS INC. EMPLOYEE. FRANCHISEES MAY INCLUDE DIFFERENT OR ADDITIONAL REQUIREMENTS. PLEASE VERIFY ACTUAL REQUIREMENTS DURING THE INTERVIEW.Base Wage Minimum: $45,000Base Wage Maxinum: $70,000