Service Manager

OVERVIEW

Reporting to General Manager, the Service Manager primarily oversees front-of-house operations ensuring the guest experience from beginning to end is exceptional and memorable. The Guest Experience Manager leads team members in ensuring quality food & beverages and service meets the Brand’s expectations and takes ownership of guest feedback and service recovery in an effort to maintain guest loyalty.

RESPONSIBILITIES

• Assists in the day-to-day leadership and management of the restaurant as directed by General Manager (GM)
• Accountable for key financials and KPI’s in partnership with the management team
• Control labour and operating expenses through effective planning, scheduling, budgeting, purchasing decisions, and inventory control while focusing on creative cost control
• Develops the ability to observe, assess, and score the restaurant based on the pre-set brand standards audit while effectively managing the dining room
• Supports the GM in all aspects of operating a “Kinka Excellence Restaurant” to the Brand standards, creating a perfect guest experience every time
• Be hands-on in executing various front-line role responsibilities in the effort of a smooth guest experience when necessary
• Coach supervisors & employees the moment to educate and inspire a change in behaviour
• Identify root causes of restaurant opportunities and develop action plans with the GM to resolve them in a timely manner
• Ensure negative guest experience issues which have been identified are resolved
• Hire, train, coach and develop staff to deliver a positive and performance-motivated employee culture
• Support corporate HR Department’s employee policies, procedures and programs for a consistent experience for all employees
• Ensure all employee relations inquiries and complaints are handled promptly
• Ensure proper all health, food safety and hygiene standards and policies are followed by team members
• Other duties as may be assigned

Experience

• Minimum of 2 years experience in a fast-paced restaurant in a leadership capacity
• Post-secondary education preferably in hospitality and/or business-related field or equivalent proven and related work experience
• Food Safety and Responsible Alcohol Service certifications are required

Skills & Qualifications

• Strong communication skills in English; Japanese or French are considered an asset
• Strong leadership skills with an entrepreneurial spirit
• Be the driver of sales, profitability and operational efficiency
• Proven history of hiring, coaching and training
• Proven history of successfully motivating and managing people
• Positive attitude and willingness to always push to be better
• Effective conflict management skills
• High level of attention to detail