Assistant General Manager

Our new Japanese inspired concept is coming soon! More details to come! 

Summary

The Assistant General Manager is responsible for the operational efficiency and profitability of a restaurant unit in Harwood Hospitality Group. They manage the unit within the core values, policies and guidelines established by Harwood to ensure customer satisfaction and loyalty, employee engagement and profit maximization. They organize and manage the activities of the Restaurant to maintain high standards of food and beverage quality, service, and merchandising.

Job Functions

• Act the “Restaurant General Manager” in the absence of the GM.
• Help the General Manager Monitoring and coordinating the day-to-day operations of his/her unit during each shift and ensures all FOH and BOH SOP’s (including HACCP) are duly followed and fully executed.
• Is visible, hands on, and ensures a strong personal presence in FOH (mainly during peak hours) and BOH areas. Whenever needed, takes an active part in guest’s service duties (welcoming guests, escorting guests to tables, taking guest’s orders, clearing tables, etc.)
• Ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality is crucial to this role.
• Oversees preparation of food and beverage items.
• To ensure maximum security in all areas under your control and that staff are fully aware of the importance of key security.
• Ensure the prompt and efficient service of all meals, snacks, functions, and beverages to the required standards.
• To ensure that restaurants and restrooms are clean and well maintained that table appointments, including flower arrangements are impeccable.
• Ensures his/her unit is adequately staffed with properly trained associates to cover day to day operations as well as on special occasions/events.
• Ensures the timely completion of certain management duties (scheduling, administrative).
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Restaurant.
• Ensures a spotless service is delivered to all guests anytime, and that their needs and expectations are fulfilled to the highest level and down to the smallest details.
• Ensures guests orderings are always properly executed and delivered in a timely manner.
• Takes part in his/her unit menu design process and in the menu pricing policy.
• Ensure his unit is well maintained and that all equipment’s, materials and utensils are always in perfect working conditions. Arrange for maintenance and repair of equipment and other services. Reports any defect to the Restaurant General Manager
• To ensure that staffing levels are correct and to agreed standards and are not exceeded without prior consultation.
• To ensure that company and statutory hygiene standards are maintained in all areas.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the restaurant.
• Review schedules for the operation of the restaurants, to ensure the highest level of guest service while also monitoring labor costs.

Guest’s relationships

• Makes sure each guest is given a warm welcome and a fond farewell.
• Makes sure service team memorizes guest’s names and uses guest’s names in every guest interaction.
• Meets and greets guests, builds strong guests’ relationships, constantly inquiries about guest’s satisfaction.
• Makes sure his/her service team inquires ad memorizes guests’ preferences and birthday dates and records these data in the guest’s database.
• Interacts with VIPs, Ownership and Guests on behalf of the HH – greeting VIP’s, handling special requests, etc.
• Regularly review and evaluate the degree of customer satisfaction of the individual restaurant.
• Constantly updates guest’s database and maintains it as an effective marketing and PR tool.
• Empowers his team to resolves guest’s concerns in a timely manner to their full satisfaction. Resolves any guest issue that could be not be handled by his direct reports.
• Learns from defects and incidents and implement resolutions to ensure they do not happen again. Makes sure guests’ issues are recorded. Reports on guests issues to DOO.
• Monitors guest’s comments on social media (Facebook, Trip Advisor, etc.) and gives appropriate feedback.

Employee management, engagement & training

• Always manages/leads by example. Takes accountability for problems.
• Schedules work hours for FOH associates.
• Delegates and follows-up effectively.
• Energizes HH Division mission statement and core values among his/her team.
• Makes sure all his/her associates are perfectly groomed and always behave according to HH codes of practice, image, and core values.
• Provides overall leadership; recognize and motivate members of the team; coach and train the team for operational excellence, with priority focus on upselling and service standards.
• Schedules periodic food and beverage service staff meetings to ensure correct interpretation of policies and obtain feedback from staff members.
• Takes part in the hiring and the firing process of all his/her associates.
• Takes part in the orientation process of all his/her new associates.
• Takes part in the annual performance assessment process of all his/her associates and in the setting of annual goals for his/her direct reports.
• Trains and motivates staff.
• Continuously evaluate the performance and encourage improvement of the personnel in the food and beverage department. Conduct training and development programs within the department which will provide well trained employees at all levels and permit advancement for those persons qualified and interested in career development. 
• To hold regular performance appraisals with all line staff, identifying areas for development and training needs, and ensuring that this training is affected.
• Ensure that fair discipline is affected.
• Be fully conversant with all statutory requirements regarding a food and beverage operation.
• To be fully aware of trends in the industry and make suggestions for improvement of the food and beverage operation.
• To carry out regular on-the-job training to agreed standards.
• Empowers his direct reports and gives them room to develop their skills.
• Plan and administer a training and development program within the department which will provide well trained employees at all levels and permit advancement for those persons qualified and interested in career development.

Procurement and deliveries

• Identifies and estimates food* and beverage supply requirements and places beverage orders with suppliers (*together with Head Chef)
• Checks and orders supplies of non-food items.
• Schedules food and beverage deliveries
• To ensure that consumable and non-consumable goods are ordered, correctly stored and inventoried.
• Checks quality of deliveries and documentation.
• Ensures that all terms and conditions of signed contracts with approved vendors/suppliers of his/her unit are executed and followed. Reports to Restaurant GM on any contract breach.
• Ensures correct storage of supplies.

Finance, Cost Control & Budgeting

• Monitors restaurant sales and revenue. Is responsible for total restaurant daily receipts and balance against sales, as well as deposit receipts.
• Ensures cash management procedures are completed accurately.
• Reviews and comments on daily, weekly, monthly, quarterly, and annual reports for his/her unit. Analyses budget variances proposes corrective actions as soon as needed and implements them whenever approved.
• Is responsible for his/her unit F&B costs, as per budgeted.
• Manage effective control of food, beverage, and labor costs among all outlets.
• Achieve predetermined profit objectives and desire standards of quality food, service, cleanliness, merchandising and promotion.
• Review schedules for the operation of the restaurants, to ensure the highest level of guest service while also monitoring labor costs.
• Implement effective control of beverage and labor costs among all sub-departments.

Meetings & Communication

• Prepares and analyzes management reports for his/her unit.
• Attends weekly meetings with Restaurant GM and DOO.
• Attends monthly meetings with HH Executive team.
• Reports immediately on any major product defect or any major guest issue and takes all necessary corrective actions.
• Ensures a smooth communication with all direct reports and other Restaurants/Units GM’s.
• Monitors HH Division social media activities and HH Division F&B unit’s websites. Feeds HH Marketing Manager with helpful news or updates.
• Identifies and evaluates competitors.
• Keeps current with trends in the restaurant industry.

Openings

• Gives any lateral assistance needed for new unit’s openings.
• Attire, language, and behavior.
• Is always neatly dressed and groomed, and always behaves and speaks according to HH Division and Harwood International standards of excellence and image.
• Treats all associates - in public and in private - with respect and consideration, regardless of their position or tasks.

Competencies

• Adaptability / flexibility
• Communication
• Customer service
• Decision making / judgment
• Leadership
• Managing conflict
• Planning
• Quality
• Sense of urgency

Work Environment

This job operates in restaurant setting. This role routinely uses standard kitchen equipment and will require employee to work on their feet for at least 8 hours. This role will require the employee to bend, lift and carry heavy items up to 50lbs.

Required Education & Experience

• High School diploma or related field
• Minimum of 3 years leadership experience in a fine dining restaurant or related
• Proven developer of people
• Ability to work on feet for at least 8 hours.
• Strong financial and P&L management skills
• Excellent problem-solving and conflict-resolution skills