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Restaurant Customer Service Manager, Lakeland FL*
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Auburndale, FL Auburndale, Florida |
About this job
Overview
Reporting to the General Manager, your primary responsibility is to create a service culture designed to "Delight Every Customer." You will inspire the entire restaurant team to drive a customer-centered service culture to build customer loyalty. You'll lead the planning process for daily operations, to guarantee every shift is set up to deliver the best customer service. You'll be the expert on executing great huddles in our restaurants, which is the Wendy's way of regularly communicating with our restaurant teams on what's most important to our customers and how we can exceed their expectations. You will partner with other Restaurant Management to identify specific opportunities for optimizing efficiencies and maximizing the profitability of the restaurant.
This Wendy's company-owned location is excited to share the innovative new ways Wendy's is looking at training and development in our pilot career path model. This model includes several brand new opportunities, including this position! The pilot is designed to enhance the management career path, and those participating in the pilot will have the rewarding opportunity to provide input to help shape our training and staffing in the future! Come join our team today!
Specific Responsibilities Include
- Supervise, coordinate and delegate to create a service culture designed to "Delight Every Customer." Lead, model and coach exemplary customer service behaviors both inside and outside the restaurant. Train all employees to focus on exceeding customer expectations through execution of friendliness, courtesy, product quality, cleanliness and service standards.
- In conjunction with other restaurant managers, sets the Daily Operations Plan (DOP) to ensure the team is positioned appropriately to "Delight Every Customer," and is focused on areas designed to improve the customer experience in the restaurant. Teach, train and develop managers in appropriate DOP execution. Assist the Restaurant Management team in maintaining proper coverage via crew member schedules to ensure the restaurant attains/exceeds all customer service standards.
- Analyze and problem solve customer feedback (e.g. Voice of the Customer [VOC] Indexes) to coach crew members and Restaurant Management team on opportunities. Recommend and initiate corrective action, under the guidance of the General Manager, to address issues as needed. Follow up and ensure resolution of all VOC issues. Drive and execute marketing calendar including local restaurant marketing to ensure that every customer views your Wendy's as their favorite restaurant in the area, so they will come back again and again.
- Ensure huddles are conducted consistently on all day parts and the topics are delivered in a manner that focuses on exceeding the customers' expectations. Teach/train and develop managers to conduct effective huddles.
- Supervise, train, mentor, develop and communicate with crew members and Restaurant Management team through team huddles, "Talk to Me" (TTM), manager meetings, etc. Supervise crew members and subordinate managers in a manner that maximizes retention.
- In conjunction with other restaurant managers, reinforce and follow up on policies and procedures to ensure a safe, efficient and professional environment for customers and other employees.
The Wendy's Company is the world's second largest quick-service hamburger company. The Wendy's system includes more than 6,500 franchise and Company restaurants in the U.S. and 25 other countries and U.S. territories worldwide.
Education / Experience
- High School Diploma or GED required
- Must be at least 18 years of age
- Two or more years of supervisory experience required
- Two or more years of restaurant experience preferred
Critical Competencies
- Ability to work, concentrate and perform duties accurately in a fast paced environment. Must be able to stand for prolonged periods of time. Position requires the use of a headset. Frequent lifting and carrying (up to 25-50 pounds, as necessary), reaching, pushing, pulling, bending, kneeling and stooping are involved.
- Ability to multi-task while maintaining composure and giving sound advice and direction. Must be able to take direction, give direction, work well in a team environment and have a strong customer focus. Must exhibit professionalism, composure and discretion when expediting or resolving all customer related concerns and issues.
- Must be able to report to work promptly and regularly, as well as work all day parts and days of the week. May be required to transfer from one location to another and must have the ability to travel to other restaurants, Area office, etc., as business needs dictate.
- ServSafe Certification and the ability to train in food safety procedures required.
Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.