Description:
What you will do in this role:
- Monitor the improvement of all Key Performance Indicators regarding Guest satisfaction
- Identify root causes of gaps in Guest satisfaction and assist in the development of corrective and proactive SMART action plans
- Follow-up and successfully resolve all Guest complaints
- Coach restaurant leadership team to ensure consistent delivery on our promise to create connections with Guests
- Communicate with Guests on a regular basis to gain insights on how to make improvements to the overall Guest Experience
- Hire and develop managers and hourly Associates by ensuring regular one-on-one meetings, training and development, regular coaching, and performance improvement measures
- Be accountable for sales budgets and responsible for the successful execution of these budgets
- Maintain and enhance brand standards by ensuring systems and processes are in place
- Comply with provincial legislation regarding employment standards, human rights, Health & Safety and WHMIS
What we are looking for:
- Ability to lead an environment that encourages and fosters teamwork, creativity, honesty, mutual respect and lots of fun
- Previous experience leading a hospitality team with a proven record of achieving operational excellence and growing revenues
- Extensive knowledge of restaurant operations, including food and beverage
- Proficient People Manager with coaching experience and the ability to listen and respond effectively to Associate and Guest concerns
- Ability to understand complex business metrics and Key Performance Indicators and recognize how they can be improved
- Ability to write reports summarizing restaurant and staff accomplishments and status updates
- Ability to effectively present information and respond to questions from groups of Managers, Associates, Guests, etc.
- Mediation and facilitation skills in order to ensure Guest and Associate related concerns are dealt with immediately and effectively