About the role
Purpose:
The purpose of this position is to provide additional support to the management team and allow for additional coverage during peak periods, or in the absence of a manager.
Core Job Functions/Responsibilities:
- Ensure that 100% of table visits are performed and all guest issues are resolved throughout the shift
- Lead and coach team member performance
- Positively impact the achievement of sales and profits in the restaurant
- Help provide support and direction for the Front of House and Heart of House teams
- Open and close the restaurant, including all appropriate paperwork
- Run a mid-shift
- Perform shift change, including all appropriate paperwork
- Break down cash drawers
- Perform safe audits
- Inspect credit cards
- Complete manager absolutes
- Perform comps, voids, and discounts (CVDs) and pull backs
- Perform server check-outs
- Document shift highlights in the daily communication log
Operational Readiness & Execution:
- Perform Heart of House line checks
- Perform Bar line checks
- Perform daily QSC
- Monitor food quality, labor, and safety throughout the shift
- Receive food orders, ensure proper product, food quality, food safety, and proper storage
- Receive liquor orders, ensure proper products and proper storage
Guest & Team Member Relations:
- Conduct team member pre-shift meetings
- Perform figure eights during peak periods
- Address guest complaints in the restaurant
- Assign cleaning duties to team members
- Manage labor on the shift
- Monitor guest and team member safety and security
- Monitor responsible alcohol service
Other duties as assigned by supervisor.
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.
Knowledge/Skills:
- Leadership and facilitation abilities with fellow team members and management
- Knowledgeable in all functional areas of restaurant operations
- Superior verbal communication and interpersonal skills
- Ability to take and give direction, and execute team and company objectives
- Knowledgeable about current marketing initiatives and upcoming events in order to inform our guests and team members
- Knowledgeable of proper sanitation, food safety, and security procedures
- Basic mathematical skills
- Knowledge of RAS (responsible alcohol service) procedures as defined by both federal and state laws, and BWW's policy and procedures
- Knowledge of commonly ordered drinks and food items
- High degree of customer service
- Knowledge of operations
- Ability to resolve guest issues
- Knowledge of all menu and drink items to ensure quality and coach others
- Conflict management skills, analytical skills, and high degree of emotional intelligence in order to recognize and solve problems that come with the position
Freedom to Act:
- Ability to follow specific service time and guidelines at all times while at the same time engaging guests and customizing their experience.
Size and Complexity:
- Ability to ensure that 100% of table visits are performed and guest issues are resolved throughout the shift
- Must be reliable and dependable by adhering to a schedule, covering shifts when necessary, and being on time for scheduled shifts
- Ability to maintain a high degree of pace and intensity for an extended period of time
Interaction:
- WOW our team members by providing the same respect, positive encouragement, and fair treatment within the organization that we expect team members to share externally with every guest
- Maintain a positive work relationship with management to achieve results on a shift-by-shift basis
External Relationships:
- WOW our guests every day by achieving the highest level of satisfaction with an extraordinary focus on friendly service, food, fun, and value
- Ability to interact and communicate with guests to monitor their needs throughout the shift
Education/Experience
Required:
- Minimum 21 years of age
- Certification as a Wing Certified Trainer in at least one hourly position
- Completion of Shift Leader certification
Preferred:
- Prior experience managing others or two years of Buffalo Wild Wings experience
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