Restaurant Manager

**Job Overview - Restaurant Manager**

Customer service focused Manager with a passion for providing excellent customer service to our customers and consistently leads the team by example.

Build strong relationships with customers, handle customer feedback and complaints effectively.
- Provide excellent customer service to our guests and ensure customers are acknowledged and served quickly and efficiently
- Handle any customer complaints or issues quickly and effectively
- Manage the daily operations of the café including allocation of team members daily duties and break times
- Assist the Food and Beverage Operations Manager in the ordering of products for the café
- Ensure team members are well trained and knowledgeable on the food and beverage menu
- Provide ideas and input on beverage menu changes
- Ensure staff are adhering to SOPs and ensuring the café is running efficiently at all times
- Roster and leave management of team members
- Any ad hoc duties requested by the Food and Beverage Operations Manager relating to the improvement of the service, cleanliness and overall running of the cafe

**Job Requirements**
- An excellent customer service and can-do attitude
- Can converse with customers in a friendly tone and assist customer in their requests
- The ability to rectify customer complaints quickly and efficiently
- Work swiftly in all facets of the café
- The ability to lead by example and ensure team members are well educated on their responsibilities
- The ability to multitask and assist in all areas of the café
- Good understanding of Food and Beverage
- If handling food, Basic Food Handling certification
- The ability to work under pressure while remaining calm and focused

The RM is expected to manage through the team and whilst they will understand how all the tasks involved necessary to achieve these outcomes, they are expected to sufficiently delegate and coordinate the completion of these tasks throughout the team based on the individuals’ strengths.

The RM is expected to be the bridge between three stakeholders: senior management, junior team members and customers.

The RM must seek to understand and balance the perspectives, and pressures, of all stakeholders, whilst displaying the confidence to advocate to either stakeholder on behalf of the another.

**The RM must display the following**:

- Can-do attitude
- Confidence to articulate themselves respectfully to their audience
- Ability to give and receive feedback, regularly
- Ability to lead by example
- Ability to multitask and learn skills normally outside of the immediate tasks
- Ability to work under pressure while remaining calm and focused
- Ability to be an arbiter for quality control
- Ability to lead with high standards of personal integrity and professionalism
- Leads with common sense for the greater good of the organization

The responsibilities of the RM are varied and encompass the following four areas of business impact:
**1) Operational Excellence**

Sufficient planning is conducted to ensure the restaurant has all the materials and tools it needs to deliver an exceptional customer experience every time.

**Impact**:

- No instances of OOS
- The restaurant is well maintained and presentable
- Identify where SOPs are needed to ensure operational consistency
- Lean manning optimally deployed based on the business needs
- Full compliance with regulatory matters like liquor licensing, food safety etc.

**2) People Excellence**

Ensures the outlet team are disciplined, well-trained, highly functional team with a positive team culture that radiates to customers. The RM does this by communicating direction (the “where we are going”), the “why”, building alignment, and instilling commitment in their team. The RM regularly gives and receives feedback from their team and seniors and is a role model for their team.

**Impact**:

- Low absenteeism / lateness
- Low attrition
- Low operational vacancies
- Team can display above minimum competency of product knowledge and service excellence
- Team is engaged; displayed by their willingness to undertake extra discretionary tasks without being asked
- Willingness of team members to be open to change and trying new things
- Willingness of team members to work in or assist other departments in the organisation
- Team members display pride working for the organisation
- Team members can articulate the company and restaurant short-term goals and targets

**3) Customer Excellence**

The customer receives consistently excellent experience, every time in alignment with our hospitality SOPs.

**Impact**:

- CSAT scores and online review scores are consistently high
- Customers would highly recommend our café-bistros to their family and friends
- Customer complaints are handled professionally, promptly and with a positive outcome for the customer
- Sufficient qualitative feedback from customers is collected such that it can reliably inform business decisions

**4) Business Exc