Guest Experience Manager #8994

LIVE AND FOSTER
● Responsible for timely progress through your training plan, and continual self-development such as a minimum of one RU Leading course every fiscal quarter
● Assist in the day-to-day leadership and management of the restaurant as directed by the General Manager (GM)
● Accountable for financials and KPI's in partnership with the management team
● Effectively manage dining room and off premise operations - lead all shifts to Brand standard
● Support the GM in all aspects of operations, creating a perfect guest experience every time, while focusing on ongoing teammate development

GUEST EXPERIENCE
● Run Mario’s Mile and hold yourself accountable to ensure it is successfully executed every shift
● Ensure the FOH team solicits guest reviews
● Evaluate Guest Reviews for all channel Feedback/Surveys on a weekly basis.
● Ensure effective complaint resolution and guest satisfaction is achieved.
● Create and implement action plans for guest satisfaction improvement.
● Accountable for the implementation , documentation and successful completion of all daily FOH tasks, side duties and checklists
● Ensure the FOH team follows all Steps of Service

TEAMMATE EXPERIENCE
● Build and engage the Team by adhering to ESM Onboarding and Training standards, setting clear expectations for performance and Teammate development
● Regularly coach in the moment while running Mario’s Mile
● Conduct One-to-One coaching sessions and documented performance reviews (at minimum annually) with all members of the team as assigned to you by your manager.
● Proactively identify barriers getting in the way of teammates being able to perform their jobs effectively by asking questions and seeking feedback.
● Ensure the adoption of #AmoreLife through the handing out of culture badges and by recognizing desired behaviours in public
● Review poor performing Teammates, in a timely and responsible manner with performance improvement plans.
● Ensure all legislation regarding employment standards, human rights, health & safety and food safety is understood and adhered to by you and the Teammates.
● Ensure the Team (including yourself) is logging in and completing RU Game every shift
● Ensure you and all Teammates are adhering to the uniform, grooming and hygiene standards

AVERAGE GUEST CHECK & PROFITABILITY
● Drive restaurant profitability through effective focus on the Average Guest Check and the All-You-Can-Sell program.
● Conduct alley rallies every shift to align Teammates on AGC targets and to celebrate individual and team accomplishments.
● Build your schedules according to forecast and demand to ensure the restaurant is fully staffed with the correct number of Teammates to effectively deliver the Perfect Guest Experience.
● Ensure recipe compliance, consistency of quality, portion control and presentation for the ESM beverage program
● Perform weekly reviews of restaurant labour and beverage inventory. Build plans to address variances and cost control requirements.
● Ensure the restaurant achieves maximum levels of efficiency and profitability by operating within an assigned budget without compromising Guest and Teammate Experience.
● Assist in the execution of operating plans to build business i.e. local restaurant marketing, sales driver initiatives

STANDARDS & CONTROLS
● Ensure that Operating Practices, Procedures and Policies are consistently being followed and adhered to without compromise by yourself and the team:
○ Safe food handling procedures
○ Responsible liquor service
○ HACCP logs and product quality controls (line checks, FIFO, dates/labels)
● Assign all checklists daily - complete and/or follow-up as required to ensure clean facilities, equipment, interior and exterior (parking lot and grounds)
● Assist with maintaining and exceeding all restaurant KPIs as outlined in your business plan and/or assigned to you by your General Manager/Franchisee

BENEFITS
● Free meal every shift
● Manager's discount of 50% on day off and one guest
● Cash bonus every month