Off Premise Manager

Role Purpose

Effectively supervises and manages all off premise operations to give the Friday’s experience no matter where our guests are enjoying their Friday’s order. Develops a team that always ensures food quality, speed of service, and order accuracy.

Key Responsibilities & Accountabilities

• Manage all areas of operations for off premise dining including marketing and human resources, while ensuring the Company’s standards of quality, service and operations are maintained.
• Manage operations during scheduled shifts that include daily decision-making, staff support, scheduling, planning while upholding standards, product quality and cleanliness.
• Frequently interacts with all Guests including Curbside Guests to ensure we uphold that Fridays Feeling; follow up and resolve any issues or complaints the Guest may have.
• Ensuring orders are quickly transferred to curbside guests and our 3rd party delivery partners with 100% accuracy
• Ensuring all carry out orders are packaged to our Brand Standards, and all special instructions verified.
• ID all guests ordering alcoholic beverages who appear to be 40 years old or younger (where applicable for to go).
• Follow all relevant brand standards to deliver Fridays Experience
• Ensures all newly hired Team Members follow and complete their appropriate training plan, including required paper and electronic paperwork (tip credit notices included where applicable)
• Maintain an accurate and up-to-date manpower plan.
• Prepares schedules and ensures that their department is staffed for all shifts.
• Use the Fridays Recruiting Toolkit process to interview hourly Team Members, ensuring Team Members hired are fit with Fridays.
• Staff, train and develop their hourly Team Members through ongoing feedback and coaching, establishment of performance expectations and by conducting performance reviews on a regular basis.
• Identify operational opportunities to build sales and control costs; develop and implement plans to address opportunities (i.e., R&M, marketing)
• Ensuring calls are answered quickly following Brand Standards
• Ensure proper security procedures are in place to protect Team Members, Guests, and Company assets, including security of beer walk-in, liquor room, storeroom, freezer, and office.
• Prepare end of shift reports.
• Directly supervise Team Members, coaching, correcting behaviors as needed, and providing recognition to continuously improve performance.
• When acting as Manager on duty, oversee all the restaurant’s operations and conduct root cause analysis as needed to guarantee operational efficiency and an excellent Guest experience.
• Manages inventory efficiently, accurately, and in a cost-effective manner.
• Fosters open communication with BOH and FOH staff.
• Ensure proper security procedures are in place to protect Team Members, Guests, and Company assets.
• Customer service issues
• Guest relations issues
•  Employee relations decisions with General Managers or Human Resources input as needed

Key Decisions

Makes:

• Customer service issues
• Guest relations issues
• Employee relations decisions with General Managers or Human Resources input as needed

Influences:

• Team Member hiring
• Team Member terminations
• Sales and service objective strategies
• Recruiting strategies·     

Measures of Success

• Guest satisfaction scores meet/exceed company standards
• Annual sales dollars achieved compared to budget
• Meets or Exceed Company Standards in Off Premise Defects
• Meets or Exceeds Company Standard Off Premise Curbside Promise Times
• Grow sales to meet or exceed annual sales budget
• Meets or Exceeds Company Standards Off Premise Staffing Levels
• Meets or Exceeds Company Standards in Off Premise Turnover and Retention Levels
• Meets or Exceeds Company Budgeted Labor·   

Qualification Requirements

• College degree preferred
• Minimum of 6 months experience working in a full-service restaurant
• Must be capable of performing all functions and meeting qualification standards for all hourly positions
• Must be able to walk and stand during entire shift
• Frequent bending and stooping required
• Must be able to lift up to 30 lbs
• Must be able to read and write English
• Must be able to hear well amongst loud background noise

Competencies

ASSESSING AND SELECTING TALENT: Effectively identifies and evaluates the talent within the restaurant in order to select individuals that exhibit pride, passion and personality and to build top performing teams.

·      Helps identify strong team member candidates and “sells” Friday’s in order to get the best talent on board.

·      Utilizes selection tools and processes as guidelines to effectively assess and hire the right people for the team.

·      Supports selection decisions by identifying high potential within the team in order to maximize internal promotes.

·      Identifies great talent based on diverse backgrounds, skills, and abilities as well as common passion for the business.

·      Understands where individual talent can be best utilized; matches the right people with the right job.

·      Knows who top performers are and takes the necessary steps to engage and retain them.

·      Ensures that new employees are equipped with the proper training and resources necessary to experience success.

COACHING FOR PERFORMANCE: Spends time guiding, teaching and providing clear and directed feedback to your team to help them grow and succeed.

·      Provides ongoing guidance and direction to help team members reach their full potential.

·      Gives honest feedback that is specific, timely and action oriented.

·      Promptly recognizes and encourages effective performance.

·      Helps to develop and execute plans for each team member that maximize strengths and improve weak areas.

·      Ensures team members are given challenging assignments to help them learn new skills that can prepare them for the next level.

·      Takes a hands-on approach to developing others by providing clear examples of desired behaviors to ensure understanding.

LEADS AND INSPIRES OTHERS: Sets the example for the team by living the TGI Friday’s Mission, Vision, and Values.

effectively influences and motivates them to reach goals.

·     Acts with integrity in all dealings; demonstrates consistency in words and actions.

·      Demonstrates genuineness, openness, and approachability and consistently treats all team members and guests with dignity and respect.

·      Effectively manages stress level during difficult situations.

·      Demonstrates the ability to understand and adjust leadership style to fit others’ needs.

·      Rallies and harnesses the energy of the restaurant by being present, upbeat and engaged.

·      Frequently and genuinely acknowledges and rewards strong performance.

·      Treats all employees in a fair and consistent manner.

COMMUNICATION: Keeps everyone on the same page through frequent information sharing and open dialogue

·      Encourages open, honest and timely communication among team members.

·      Fosters frequent dialogue between the FOH and BOH staff.

·      Demonstrates effective listening by being available to team members and responding to needs and concerns.

·      Communicates the “why” behind important goals and initiatives to gain buy-in.

·      Respects the opinions of others; listens to comments and concerns with an open mind.

·      Holds frequent meetings where information is shared freely by staff.

·      Takes advantage of opportunities to engage in one-on-one communication.

MANAGING EXECUTION: Enforces performance standards and follows up relentlessly to ensure accountability for

·      top quality results.

·      Ensures 100% compliance with standard operating procedures.

·      Enforces high standards and always looks to raise the bar.

·      Follows up regularly to ensure proper execution and offers support and/or redirection.

·      Holds team members accountable to meet obligations.

·      Confronts sub-par performance directly and holds people accountable for making improvements.

·      Makes tough but necessary decisions in regards to discipline.

·      Sets clear expectations and goals and holds others accountable for achieving them.

·      Identifies and corrects mistakes immediately to provide hands on learning experiences.

PASSION FOR THE GUEST: Ensures that every action and decision leads to an exceptional guest experience inside the four walls and out.

·      Maintains visibility within the restaurant; models exemplary hospitality by engaging regularly with the guests and interacting in a positive, sincere manner.

·      Encourages Team Members to focus efforts and attention on going above and beyond to exceed guest expectations and create repeat visits.

·      Effectively balances guest needs with TGI Friday’s business needs.

·      Utilizes guest feedback to improve the guest experience.

·      Shows awareness of guest needs and expectations; prevents problems before they occur.

·      Follows up to ensure that guest issues and complaints are addressed and resolved promptly.

·      Shows attention to food quality/appearance, ticket times, and the fine details that define the overall guest experience.

DECISION MAKING & PROBLEM SOLVING: Thinks problems through, acts with urgency and always keeps the best interests of the brand at heart when making decisions.

·      Able to digest information quickly, boil it down, and identify relevant issues.

·      Finds root causes in order to develop workable solutions to problems.

·      Draws important connections and considers both short and long-term implications of decisions.

·      Right or wrong – shows the willingness to make the call and accepts responsibility for decisions and results.

·      Evaluates various solutions to problems before taking action.

·      Acts quickly and decisively when needed based on the need and urgency of situation.

FLEXIBLY ADAPTS AND MANAGES CHANGE: Keeps up with shifting business needs and embraces change in order to drive results and grow the brand.

·      Responds quickly to changing needs and adapts as necessary to meet new challenges.

·      Displays a positive, confident attitude for tackling new challenges and initiatives.

·      Understands new initiatives and speaks knowledgeably of changes to both FOH and BOH staff.

·      Helps ensure that changes are fully integrated into operations and sustained over time.

·      Effectively manages daily priorities while keeping track of long-term initiatives.

·      Perseveres through resistance to change with positive influence and firm accountability.

MANAGING FINANCIAL RESULTS: Demonstrates an understanding of the financial components of the restaurant operation and how to impact results.

·      Helps analyze financial profit and loss results, guest satisfaction measures, and other key performance data.

·      Uses appropriate tools and resources to monitor location’s performance and understands factors that affect success and growth.

·      Supports the DO and GMs initiatives to grow business in their location.

·      Ensures consistent quality and execution of food and service in order to help drive the brand and increase sales.

·      Makes financial needs an important consideration in plans and decisions. decisions.

DISCLAIMER: THE CONTENT WITHIN THIS DOCUMENT REPRESENTS THE ROLE OF A TGI FRIDAYS INC. EMPLOYEE. FRANCHISEES MAY INCLUDE DIFFERENT OR ADDITIONAL REQUIREMENTS. PLEASE VERIFY ACTUAL REQUIREMENTS DURING THE INTERVIEW.