Restaurant Field Training Manager

 

Position Title:  Manager of Service & Hospitality          

Reports to: Sr. Director of Learning & Development  

Department: L&D  

General Summary (duties not all-inclusive):

 

The Manager of Service & Hospitality is responsible for a variety of duties and responsibilities. They are responsible for developing ongoing training material, create and execute new restaurant openings, develop the managers in the restaurants, provide service direction and standards to the restaurants from the Regional Directors and Senior Vice President.

 

The Manager of Training is responsible for traveling to the restaurants to uphold Company service and operations standards.

 

Primary Responsibilities:

 

·         Travels to restaurants and assists with training, staffing, cleanliness, staffing levels, and Company rollouts.

·         New Restaurant Opening planning and execution: Building Training Teams, Coordinate Pre-Open Checklist, On-Site Training, Hiring Site Set Up, Training Material

·         Communicates with Regional Directors with operational notes during restaurant visit.

·         Build strong relationships with the Managers in each restaurant and develop training tools to help staff, retain and develop all front of house hourly positions.

·         Understands the operational systems used front of the house: Reservation Systems, Closing Procedures, Bar Inventory Controls, Online Ordering Platforms, Private Dining Platforms.

·         Educate service teams on attire, service standards, liquor beer & wine knowledge and positive line ups.

·         Demonstrating and maintaining high ethical standards at all times, adhering to standards defined in the company’s Rules of Conduct policy.

·         Administrative efficiency with Word, Excel, Microsoft 365 and Powerpoint preferred.

 

Sensory

 

·         Vision (far) – Ability to see clearly objects at a far distance (20 feet or more). Corrective lenses permissible.

·         Vision (near) – Ability to see clearly printed material at close range (12 inches or less). Corrective lenses permissible.

·         Vision (other) – Ability to distinguish between and among colors.  Ability to exercise depth perception to determine space and distance relationships.  Ability to exercise peripheral vision to be aware of objects within a large area while eyes are focused on one object.

·         Hearing – Ability to hear in one or both ears so that verbal communication can be received, understood and acted upon in either a face-to-face or a telecommunications basis.

·         Speaking – Ability to express oneself verbally with clarity on either a face-to-face or a telecommunications basis.

·         Touching – Ability of body parts, usually fingers and hands, to ascertain the texture and/or temperature of objects. 

 

Physical

 

·         Performing General Physical Activities – Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as lifting, balancing, walking, stooping, and handling of materials.

·         Walking – Ability to exert a reasonably paced mobility from one point to another within a generally accepted timeframe, and recognizing the conditions of the environment as to breadth/narrowness, clutter, etc.

·         Bending – Ability to move and control one’s torso so items can be picked up from a lower surface level.

·         Kneeling – Ability to flex legs at the knee so that the individual can lower the body coming to rest on one or both knees.

·         Handling – Ability to grasp, hold, set down, redirect with hands or fingers, turn, control and manipulate objects and commodities.

·         Fingering – Ability to control and utilize fingers in a dexterous and coordinated manner for such activities as writing, typing, keyboarding, slicing, chopping, operating equipment, etc.

·         Reaching – Ability to stretch body, and extend arms to place or secure objects and commodities at a distance above, to the side of, or below the normal standing level of the individual.

·         Squatting – Ability to flex legs at the knees to lower body position.

·         Lifting – Ability to use body parts, usually arms and hands (occasionally shoulders and back) to elevate an object or commodity above its previous surface level.

·         Climbing – Ability to ascend steps, ladders and other vertical and semi-vertical surfaces to reach a higher level.

·         Stooping – Ability to flex legs at the knees and move the upper body forward and down.

·         Trunk Strength — Ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.

 

Work Activities  

 

·         Performing for People and Working Directly with the Public – Performing for the people and dealing directly with the public.  This includes serving customers and receiving guests in the restaurant.

·         Establishing and Maintaining Interpersonal Relationships – Developing constructive and cooperative working relationships with others and maintaining them over time.

·         Communicating with Supervisors and Peers – Providing information to supervisors professionally in written form or in person and providing information professionally to peers in person.

·         Communicating with Persons Outside the Organization – Representing the Company to guests, the public, and other external sources.  This information may be exchanged in person, in writing, telephone, or email. 

·         Getting Information – Observing, receiving, and otherwise obtaining information from all relevant sources.

·         Organizing, Planning, and Prioritizing Work – Developing specific goal and plans to prioritize, organize, and accomplish your work.

 

Work Styles

 

·         Integrity – Job requires being honest and ethical.

·         Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

·         Dependability – Job requires being reliable, responsible, and dependable, and fulfilling obligations.

·         Stress Tolerance – Job requires accepting criticism and dealing calmly and effectively with high stress situations.

·         Cooperation – Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

·         Social Orientation – Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

·         Attention to Detail – Job requires being careful about detail and thorough in completing work tasks.

·         Adaptability/Flexibility – Job requires being open to change (positive or negative) and to considerable variety in the workplace.

·         Initiative – Job requires a willingness to take on responsibilities and challenges.

 

Knowledge

 

·         Guest and Personal Service – Knowledge of principles and processes for providing guest and personal services.  This includes guest needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

·         English Language – Knowledge of the English language for communication with guests, supervisors and employees in both written and oral form.

·         Mathematics and Measurements – Knowledge of arithmetic and measurements for all cash handling and alcohol service.

 

Skills

 

·         Active Listening – Giving full attention to what guests are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

·         Social Perceptiveness – Being aware of others' reactions and understanding why they react as they do.

·         Coordination – Adjusting actions in relation to others' actions.

·         Reading Comprehension – Understanding written sentences and paragraphs in work-related documents.

 

 

Notes

 

The statements herein are intended to describe the general nature and level of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. 

 

•

Last updated on Oct 16, 2024