Assistant Manager

Wendy's•Stillwater, OK

4d•Onsite

About The Position

The Restaurant Assistant Manager supports a service culture focused on delighting every customer and driving sales. The role provides training and operational support to help every shift deliver excellent customer service through modeling, coaching, and effective team huddles. The Assistant Manager contributes to continual improvement in quality, service, and cleanliness by training employees and ensuring food safety procedures comply with company policies and health and sanitation regulations. The role also supports restaurant objectives for sales, earnings, and other operational metrics, partnering with other managers to improve efficiency, scheduling, sales, and profitability. The Assistant Manager helps lead restaurant operations, including developing employees and managers, maintaining customer service standards, analyzing customer feedback, executing marketing initiatives, and managing labor schedules. The position has authority to make operational adjustments, approve schedule changes, and investigate and resolve customer complaints within established guidelines. The role requires working a flexible 50-hour work week and being available across all day parts and days of the week.

Requirements

Must be at least 18 years of age.
One year of full-time-equivalent supervisory experience is required.
One or more years of full-time-equivalent restaurant, retail, customer-service-focused, or equivalent experience is required.
Must maintain ServSafe certification.
Knowledge of federal, state, and local employment laws.
Ability to become knowledgeable about and train others in Wendy’s systems, including WeLearn and HMS, and employee development programs.
Ability to multitask in a fast-paced environment.
Ability to maintain composure and provide sound advice and direction.
Ability to work in a team environment and demonstrate a strong customer orientation.
Ability to demonstrate accuracy, attention to detail, professionalism, composure, and discretion when addressing customer concerns.
Ability to work a flexible 50-hour work week and be available promptly and regularly across all day parts and days of the week.
Must have reliable transportation and be able to drive long distances and travel to other restaurants or the Area office as business needs require.
Ability to accomplish all essential responsibilities and work accurately in a fast-paced environment.
Ability to stand for prolonged periods and perform frequent lifting and carrying of up to 25–50 pounds, reaching, pushing, pulling, bending, kneeling, and stooping.
Position requires use of a headset.
Relevant skills include customer service, customer satisfaction, time management, food service operations, food services, leadership, organization, point-of-sale systems, restaurant operations, supervisory management, team building, written communication, and oral communication.

Nice To Haves

High school diploma or GED.
Three years of restaurant management experience.

Responsibilities

Train, monitor, and reinforce food safety procedures with management, team trainers, and crew employees; ensure compliance with company policies and health and sanitation regulations.
Coach and retrain managers as needed and take appropriate corrective actions with support from the General or District Manager.
Work with the Restaurant Management team to train, develop, and communicate with crew members and Team Trainers through huddles, manager meetings, and other communications.
Supervise crew members and Team Trainers in a way that maximizes retention.
Model and coach customer service behaviors, and train employees to exceed customer expectations through friendliness, courtesy, product quality, cleanliness, and service standards.
Drive sales through customer service, sales incentives, initiatives, and average ticket growth; analyze results, coach selling behaviors, and create action plans.
Work toward store sales goals versus the annual operating plan, participate in marketing programs, evaluate store performance, and address unfavorable trends.
Manage assigned requirements for new product rollouts and procedures and ensure compliance with operating policies that protect the Wendy’s brand and assets.
Create and execute effective labor schedules, monitor labor variances, adjust schedules as needed, maintain coverage, and meet weekly labor guidance.
Partner with other restaurant managers to set the Daily Operations Plan and ensure appropriate team positioning; teach and develop managers in plan execution.
Analyze customer feedback, coach employees and managers on improvement opportunities, recommend and initiate corrective action with General Manager guidance and approval, and follow up on customer issues.
Drive the marketing calendar, including local restaurant marketing.
Ensure huddles are conducted consistently across all day parts and teach managers to deliver effective huddles focused on customer expectations.
Support and lead Cultural Onboarding and ongoing restaurant communications.
Reinforce and follow up on policies and procedures to maintain a safe, efficient, and professional environment.
Improve quality, service, and cleanliness across all day parts; monitor food quality and use the Customer Experience Playbook to diagnose and address service issues.
Analyze customer feedback and align daily operations plans and huddles with that feedback; communicate findings and adjust operations during the shift.
Investigate and resolve customer complaints within the restaurant and approve actions within guidelines to resolve guest complaints.
Approve schedule changes to support business needs and adjust service positioning guidelines as necessary.
Recommend corrective action related to customer service issues or poor performance by crew members or subordinate managers.
Perform other duties as assigned.