Assistant General Manager

Cosm•Detroit, MI

1d•Onsite

About The Position

The primary duties of the Assistant General Manager are to ensure fan satisfaction and overall efficiency of venue operations. This includes training staff as outlined in the Cosm Academy, ensuring Cosm Pillars of Service and Cosm Steps of Service are implemented to ensure team members are prepared to provide Cosmworthy service to our fans at all times. The role involves upholding Cosm standards for quality and performance in all operational phases, implementing and maintaining department minimum standards, and being responsible for the hiring, training, and supervision of venue team members. The Assistant General Manager prepares work schedules for staff and authorizes payroll for the department based on approved labor standards. They train, monitor, and manage venue team members, resolve fan issues, and perform tasks requiring discretion and authority. This role involves training team members on an hourly, daily, and weekly basis, ensuring they use appropriate phrases and greetings when interacting with fans to meet Cosmworthy standards. The Assistant General Manager must be able to make reasonable and professional decisions in real time, assist and guide team members through their daily duties, and work cross-departmentally at venue and corporate levels to ensure the Cosm standard of service is upheld and alignment exists. They are responsible for ensuring the property operates within budgetary guidelines and achieves profit margin goals, using business information to identify indicators of product and service successes. The role includes developing and documenting training for current and new employees, outlining steps of service, and providing a Cosmworthy experience for all Cosm fans. The Assistant General Manager directs, implements, and maintains a Fan Experience and management philosophy that guides respective team members. They interact with fans frequently to obtain feedback, utilizing guest/customer feedback to recognize outstanding employee service performance and improve service delivery. This position anticipates the needs of large groups or high-profile guests to deliver flawless service and ensures that products, services, and events attain appropriate publicity. They ensure property compliance with legal, safety, operations, labor, and Cosm brand product and service standards, conducting routine and short-notice quality assurance audits and detailed walk-throughs to ensure the building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations. The Assistant General Manager is responsible for overseeing ordering and maintaining correct inventory levels. They experiment with new ideas and take calculated risks to improve fan satisfaction and profitability, evaluating the success of property business strategies to inform future business plan enhancements and continually ensuring business plans and actions positively impact property performance. This role creates a cohesive and high-performance operational team, coaches team members by providing specific feedback, and holds them accountable for performance. They create learning and development opportunities for employees and execute development plans for direct reports based on their strengths, development needs, and career aspirations. The Assistant General Manager ensures all managers do the same for their direct reports, identifies resource needs, creates succession plans, actively supports the staffing process, and ensures effective work processes, systems, and teamwork are in place. They serve as a role model by demonstrating exceptional work ethic and service delivery, champion change, inspire and motivate the team to achieve operational excellence, and represent brand values in all leadership actions. The role involves integrating business information into business plans and working with Finance and Marketing teams to develop effective pricing strategies. The Assistant General Manager directs and oversees schedules for all hourly staff to guarantee proper payroll and management, manages maintenance concerns specific to food and beverage, and implements and ensures accurate information is entered into POS systems, troubleshooting as needed. They manage in compliance with established Cosm policies and procedures and serve as a Cosm brand advocate, ensuring the brand's objectives are fulfilled in the fan experience. Clear and consistent communication regarding property and brand goals and standards is essential. Other related duties, tasks, and responsibilities are also required.

Requirements

8+ years of experience in fine dining, hotels, venues, or premium food & beverage environment in significant markets.
Bachelor's degree in business, hospitality, or marketing.
Proven ability to build, train, and lead high-performing teams to align internally around critical sales and marketing initiatives to enhance the fan experience.
Strong analytical and financial skills are a must.
Proficient with Microsoft Word, Excel, and PowerPoint
Experience managing a wide variety of internal and external stakeholders; master collaborator.
Excellent communication and leadership skills.
Able to work seamlessly with peers and senior leaders across all business functions.
Experience thriving in a fast-paced environment; must be able to adapt to change daily
Ability to develop and deliver sound recommendations to senior management.
Organization and planning skills: prioritizing and handling multiple tasks and delegating effectively.
Knowledge of the local and regional markets, venue operations, and special events industries
Able to work traditional and non-traditional hours (nights, weekends, holidays) as required.

Responsibilities

Uphold Cosm standards for quality and performance in all operational phases.
Implements and maintains department minimum standards.
Responsible for the hiring, training, and supervision of venue team members.
Prepares work schedule for staff and authorizes payroll for the department based on approved labor standards.
Training, monitors and manages venue team members, resolves any fan issues and performs tasks that require your discretion and authority.
Train and monitor the Cosm team members on an hourly, daily, weekly basis.
Train team members to use the appropriate phrases and greetings when interacting with fans in a Cosmworthy standard.
Able to make reasonable and professional decisions in real time.
Assist and guide the team members through their daily duties and responsibilities.
Work cross department at venue and corporate levels to ensure the Cosm standard of service is being upheld and alignment exists.
Ensure property operates within budgetary guidelines and achieves profit margin goals; use business information to identify indicators of product and service successes.
Develop and document training for current and new employees, outlining steps of service and providing a Cosmworthy experience for all Cosm fans.
Direct, implement, and maintain a Fan Experience and management philosophy that guides respective team members.
Interact with fans frequently to obtain feedback about their Cosm experiences; utilize guest/customer feedback to recognize outstanding employee service performance and improve service delivery.
Anticipates needs of large groups or high-profile guests to deliver flawless service; ensures that products, services, and events attain the appropriate publicity.
Ensures property compliance with legal, safety, operations, labor, and Cosm brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits regularly; conducts detailed walk-throughs to ensure the building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations.
Responsible for overseeing ordering and maintaining correct inventory levels.
Experiments with new ideas and takes calculated risks to improve fan satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions positively impact property performance.
Creates a cohesive and high-performance operational team that continuously strives for positive results and improvement; coaches team members by providing specific feedback and holds them accountable for performance; creates learning and Development opportunities for employees; creates and effectively executes development plans for both direct reports based on their strengths, development needs, and career aspirations.
Ensures all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems, and teamwork are in place to maximize individual and overall property performance.
Serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on the property; champions change; inspires and motivates the team to achieve operational excellence; represents brand values in all leadership actions.
Works with the Finance and Marketing team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives, and customer satisfaction.
Direct and oversees schedules for all hourly staff to guarantee proper payroll and management.
Manage maintenance concerns specific to the food and beverage (Kitchen equipment, Bars, etc.).
Implement and ensure accurate information entered POS systems, able to troubleshoot.
Manage in compliance with established Cosm policies and procedures.
Will serve as a Cosm brand advocate and ensure that the brand's objective is fulfilled in the fan experience.
Communicates a clear and consistent message regarding property, brand goals, and standards to employees and leadership.
Perform other related duties, tasks, and responsibilities as required.