ASSISTANT GENERAL MANAGER
TITLE: Assistant General Manager DEPARTMENT: Field Operations
REPORTS TO: General Manager STATUS CLASSIFICATION: Exempt (may vary by state)
SUPERVISES: Hourly Team Members
The Assistant General Manager (AGM) assists the General Manager with overseeing the operation of the entire restaurant. In addition to supervising the operation of the restaurant on a shift-by-shift basis, the AGM has primary responsibility for the Heart of House (HOH) area. Is responsible for on all food/product matters in the HOH area, HOH staff planning and staff development. Maintains a safe environment, and improves bottom line profitability through appropriate revenue management.
All managers share responsibility for the following while functioning as the Manager-on-Duty:
Sources and recruits key talent for all areas of the business.
Conducts interviews of walk-in candidates and supports orientations for new team members when necessary.
Ensures training programs are followed for team members in new positions, with specific responsibility for HOH training.
Plans and leads shift meetings, builds camaraderie, and solicits feedback.
Participates in weekly manager meetings.
Handles shift-by-shift on-the-fly coaching of team members.
Handles shift-by-shift counseling of team members and seeks guidance from GM, AGM or Bar Manager for any termination decisions.
Keeps General Manager informed of any and all employee relations issues, especially potentially concerning discrimination or harassment.
Creates and executes plans for self-development, including but not limited to use of formal company training programs.
Models hospitality skills/behaviors, including regular interaction and engagement with guests.
Ensures guest satisfaction, inspires guest loyalty and ensures responsible alcohol service, through effective shift execution.
Effectively handles guest complaints during shifts, turning unsatisfied guests into satisfied guests
Utilizes all compliance systems, manager tools and procedures both in a timely manner, and with integrity (including but not limited to CSP/SOP's, restroom checks, ticket tracker, line checks, guest check audits) to ensure proper shift execution.
Conducts administrative manager functions as needed (entering invoices, end of day procedures, etc).
Maintains high cleanliness standards, holds Team Members accountable for adherence to daily, weekly and monthly cleaning schedules.
Helps to ensure adherence to ServSafe Alcohol, Food and HACCP standards, with specific responsibility for Food and HACCP.
Assists in the rollout of new company programs, policies and procedures as requested.
SALES AND PROFITS
Understands and executes all new product and marketing promotions.
Manages shifts to achieve sales and profit goals (including labor and food cost management, and controlling expenses).
AGM-specific Responsibilities Include:
Assists General Manager with overall restaurant staff planning, but is specifically responsible for HOH staff planning.
Assists other managers with hiring decisions for all departments, with specific responsibility for the HOH area.
Creates weekly HOH schedules within budgeted labor guidelines, balancing team member needs and business needs.
In partnership with the General Manager, conducts informative, focused weekly manager meetings.
Creates, develops and implements incentive programs and contests for HOH.
Actively motivates Team Members to participate in all company promotions and incentives.
Responsible for the regular performance feedback (including timely performance reviews), and development of HOH.
Assists General Manager with coaching other managers on effective performance management procedures.
Assists General Manager with the on-going performance management and development of Bar, Hospitality and Assistant Managers.
Leverages Home Office support teams/subject matter experts when necessary or required.
Actively looks for and identifies techniques to attract new guests
Responsible for the restaurant's Guest Comment program. Ensures all guest complaints are appropriately handled and within a timely basis. Provides feedback and coaching to managers on methods for handling guest complaints.
Facilitates and ensures adherence to new food product rollouts.
Responsible for ensuring all HOH Team Members meet or exceed our standards for serving quality products, recipe adherence and portioning.
Communicate with all food vendors and holds food vendors accountable for delivering the highest quality product on a timely basis to our specifications.
Ensures menu specs (recipes), wall charts, and HOH systems (ticket tracker, line checks, prep lists) are being utilized and are being adhered to. Communicates areas of opportunity to the HOH and management team.
Helps general manager teach, coach and direct managers and Team Members on quality, service and cleanliness standards and proper inventory levels.
Understands and analyzes pertinent sections of restaurant performance measurement tools (GEM, QSCs, audits, P&L) and trouble-shoots problems areas. Creates and puts action plans in place to address issues. Follows up specifically with HOH Team Members to ensure completion of plans.
Conducts administrative manager functions (entering invoices, inventory, end of day procedures, etc).
Monitors all repair and maintenance and manages preventative maintenance program for the restaurant and communicates needs to appropriate persons.
SALES AND PROFITS
Responsible for overall food cost and HOH labor results.
Maintains proper inventory levels on all food and paper products.
Communicates to HOH Team Members by holding departmental meetings on a timely basis to communicate successes, new procedures and areas of opportunity.
Establishes daily, weekly, monthly and quarterly projections.
Understands the P&L statement, creates action plans for problem areas.
Assists the General Manager in the creation and development of the annual budget.
Teaches managers how to meet or exceed budgeted profit goals, reacts to trends, trouble - shoots problem areas.
Completes all other assigned duties or tasks.
ADDITIONAL RESPONSIBLITIES - THREE-PERSON TEAM:
Manages Buffalo Circle program.
Education: High School or equivalent. Coursework in restaurant management preferred.
3 plus years prior professional experience in restaurant management required.
Must possess proper food handlers and alcohol dispensing certifications (if required by law).
Valid driver's license.
Satisfactory criminal history
General knowledge of labor laws, health codes, safe food handling and sanitation, responsible alcohol service, safety and security systems and procedures, computer operations.
Good people management skills, communication and listening skills. Must be flexible and adaptable to change.
Demonstrated time management and organizational skills.
Must be self-motivated, detail oriented and have a passion for teaching others.
Must be able to work a flexible schedule including days, nights, weekends and holidays.
Work as a contributing member of a team.
Must be able to read and comprehend written materials, write in grammatically correct sentences, and perform basic to intermediate mathematical computations.
The physical demands for this position are stand, walk, bend, lift, and move on an ongoing basis during working hours within a fast paced environment. These physical requirements can be accomplished with or without reasonable accommodations.
The duties of this position may change from time to time. Buffalo Wild Wings reserves the right to add or delete duties and responsibilities at the discretion of Buffalo Wild Wings or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.