Under the direction of the General Manager the AGM provides day-to-day assistance and support to the front of house management team, floor team and BOH by assisting with the day-to day operations of the restaurant and maintaining the highest equality of service standards, plate presentation, cleanliness, sanitation, and safety. The AGM is directly accountable for the supervision and management of the management team, register staff, baristas, runners and bussers. In the absence of the General Manager, oversees and coordinates the activities concerning all café operations.
Restaurant Floor Manager Work Environment:
The AGM is responsible for the day-to-day operations of the restaurant. They oversee all aspects of operations, including staffing, purchasing, scheduling, and training. They’re responsible for ensuring that everything runs smoothly and efficiently—from customer service to food quality. The AGM supervises the FOH staff, oversees the preparation of food and drinks, and ensures that the FOH are clean and well-stocked. They’re responsible for overseeing all the activity that takes place in their restaurant at any given time—from aiding guests, to taking orders, serving food and drinks, handling customer complaints, and employee issues. In addition to the oversight of all daily restaurant operations the AGM is a critical support of the General Manager, by assisting with the consistent maintenance of existing procedures and the development and implementation of new restaurant procedures. The AGM is responsible for the coordination of the floor management team and the success of all FOH employees as well as connecting with Kitchen Managers to allow for success in BOH as well. As AGM, you are ultimately an extension of the General Manager and fully responsible for the success of your restaurant’s operations.
ESSENTIAL JOB FUNCTIONS (Key Tasks and Responsibilities):
- Assist the General Manager in effectively and efficiently managing the restaurant by following, and ensure that all Team Members follow, the best practices of the Company and all PP operating guidelines, standards, policies, and procedures to ensure guest satisfaction and profit maximization.
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Work with the kitchen manager to ensure that all food and beverage products served within the restaurant conform to the menu, product specifications, recipes, methods/procedures, and all other operating guidelines.
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Ensure that the restaurant operates in compliance with all federal, state, and local laws, regulations, and codes, including employment, alcohol, health, and safety, as well as all Company safety and security policies and guidelines. Emphasize safety, sanitation and security awareness and ensure that Team Members are properly trained with respect thereto.
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Review orders and events scheduled for each day to ensure proper staffing based on projected volume.
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Interact regularly with guests to inquire about meal and make acquaintances; respond promptly to guest needs or complaints, resolving matters expeditiously to ensure total guest satisfaction and maintenance of PP’s reputation. If needed take steps to improve service by being a change agent, constantly reviewing service procedures and implementing actions to continuously improve the guest experience.
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Assist the GM in interviewing, hiring, onboarding, training, and scheduling all employees.
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Oversee the training of new floor management employees on company policies and procedures and providing ongoing feedback on performance
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Exercise necessary discipline of all staff members
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Responsibly and consistently provide feedback to Team Members, including management team, regarding performance and hold Team Members accountable for compliance with all PP and Company operating guidelines, standards, policies, and procedures.
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Write and conduct performance reviews, at least annually according to Company requirements, for each member of management team. Assist GM in establishing developmental goals, objectives and action plans focused on continual development of the management team.
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Assist Managers in establishing developmental goals, objectives and action plans focused on development of all front-of-house Team Members. Provide ongoing follow-up, training, and coaching to assist Team Members in achieving developmental objectives as directed by General Manager.
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Always maintain a professional business demeanor and appearance. Set the example for all Team Members and act as a role model by following all Company and PP operating guidelines, standards, policies, and procedures. Foster openness and communication to promote and encourage team-oriented environment within the restaurant.
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Responsible for maintaining appropriate staffing levels and for the selection, onboarding, training, and retention of Team Members through motivation, recognition, coaching and development, in accordance with PP training systems, programs and materials.
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Ensure opening duties are properly completed prior to the opening of the restaurant each day and closing duties are completed properly on a nightly basis, including entering tips, credit cards, and payroll; walk through restaurant to ensure proper closing procedures are followed, including cleaning all areas of the restaurant, performing money counts, and leaving detailed communication for the next shift regarding any open or important issues.
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Be visible on the floor, directing and coordinating all activities; rotate through the stations of the restaurant (register, barista, runner, busser, kitchen) throughout service to monitor activities and provide communication and feedback to team. Exercise good judgment and decision making in all matters.
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Responsibly delegate tasks to management team while remaining accountable for restaurant operations; follow up on assigned tasks to ensure tasks are properly and efficiently completed.
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Attend weekly meetings with the GM to establish weekly goals and follow up on long term projects. Quarterly schedule and coordinate Floor Manager Meetings with the assistance of the GM. Assist in necessary preparation and coordination of all-staff meetings.
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Assist GM in management of the POS and loyalty programs, including monitoring and updating systems, and alerting staff members to changes.
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Assist GM with all seasonal changes, including closing and reopening tasks, FOH menu changes and development, side work lists changes, etc.
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Assist GM with maintenance and monitoring of pastry program including, updating weekly FOH pars, and communicating with the production facility regarding quality, consistency, and transportation/delivery of pastry.
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Build relationships within the community and community organizations to promote brand awareness and partnerships and bring in new guests
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Perform weekly inventory and organization of items within the office, walk-in, dry storage, and liquor.
PHYSICAL DEMANDS (Minimum qualifications needed to perform essential job functions):
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Must have extensive experience leading a high-volume, upscale café or restaurant.
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Must be able to work the hours necessary to operate and manage the day-to-day business and to accomplish the short and long-term goals of the restaurant and the company.
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Must have above average computer skills including a familiarity with Microsoft Word, Excel, and Outlook, and the Adobe Creative Suite.
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Must be able to bend, kneel, stoop, reach, and squat on a frequent basis to receive and store stock, supplies and equipment.
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Must be able to communicate effectively and listen attentively to supervisors, employees, vendors, and customers.
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Must be able to constantly stand and exert well-paced mobility for a period up to (8) hours in length.
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Must be able to lift, handle, and carry food, supply, smallware, equipment, supplies and paper goods at a minimum of 50 pounds.
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Must be able to work in an environment subject to extreme cold (30 degrees), heat (temperatures above 100 degrees), loud noises from restaurant equipment and machinery, and fumes, odors, dust, and smoke.
REQUIRED SKILLS/ABILITIES
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Prior restaurant/hospitality experience
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TIPS training
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Serve Safe (Food Protection Management)
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Company Awareness: Advanced knowledge of the stations and roles in FOH, staff required to run FOH and BOH operations successfully, the style of service, how to correctly set the dining area, the correct way to stock a service station, use of any server tools that might exist, proficiency with point-of-sale systems, and a tireless desire to optimize each interaction with the guests meeting all defined service protocols and the demands and needs of each guest.
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Attention to Detail: Proven ability accomplish a task with concern for accuracy in all the areas involved, monitoring, and checking work or information and plans, organizing time and resources efficiently, and following up with others to ensure commitments have been fulfilled.
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Business Acumen: Proven ability to make sound business decisions by combining several factors to arrive at the best outcome for a given situation.
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Collaboration/Teamwork: Proven ability to successfully work toward a common goal with others, including actively listening to others, taking responsibility for mistakes, and respecting the diversity of your colleagues.
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Communication skills: Ability to communicate effectively with your staff, customers and restaurant management. Give constructive feedback to your employees, explain the restaurant’s policies and procedures and answer customer questions. Communicate directly GM to discuss employee performance, restaurant sales and customer feedback. Proven ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding. The ability to deliver information in person, in writing, and in a digital world.
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Leadership skills: Ensure that your restaurant runs smoothly and that your employees are happy and productive. Effective leadership skills are necessary to ensure that your restaurant is successful.
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Team-building skills: Use team-building skills to help your team grow and develop, and help your team work together to achieve goals. Within the department, support a culture of pride, ownership and desire to exceed expectations.
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Problem-solving skills: Resolve customer complaints, employee disputes and other issues that arise during your shift. Have strong problem-solving skills can help you address these issues effectively and efficiently, and develop solutions to any challenges.
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Customer service: Interact with customers in a friendly and helpful manner. Ensure your staff is providing excellent customer service to all patrons. (This can include training your staff on how to interact with customers and providing feedback on their performance.)
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Conflict Resolution: Proven ability to facilitate the prevention of and/or de-escalation and resolution of conflict while preserving a professional relationship with colleagues, guests, vendors, clients, etc.,
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Customer Focus: Proven ability to gain insight into customer needs, identifying opportunities that benefit the customer, building and delivering solutions to meet customer expectations and establishing and maintaining loyal customer relationships.
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Decision Making: Proven ability to recognize problems or opportunities and determine whether action is needed, taking charge of a group when necessary to facilitate a decision, and making decisions in a timely manner under ambiguous circumstances when potential risks exist.
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Inclusive Excellence: Proven ability to understand and respect different perspectives and cultures, demonstrating sensitivity to cultural norms, expectations, and ways of communicating, contributing to a work climate where differences are valued and supported, and apply others’ diverse experiences, styles, backgrounds, and perspectives to get results,
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Inspirational Leader: Proven ability to guide people to get the job done, and to bring out their best, articulating a shared mission in a way that motivates and offers a sense of common purpose beyond people's day-to-day tasks.
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Financial Acumen: Proven level of understanding of financial terminology, statements, cash flows, and concepts, and the ability to use this information to make informed critical business decisions within the scope of your role that have financial impact,
AFFIRMATIVE ACTION/EEO STATEMENT
PHG is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Our policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PHG makes hiring decisions based solely on qualifications, merit, and business needs at the time.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. The above requirements outline management’s assignment of essential job functions. This information contained herein does not constitute a contract, express or implied.