Guest Experience Manager for Duke's

Craft & Crew Hospitality•Minnetonka, MN

1d•Onsite

About The Position

The Guest Experience Manager at Craft & Crew is responsible for all aspects of guest service as it pertains to the restaurant. This position will also be responsible for ensuring that the Host and Expo departments are running optimally, and will also be responsible for reservations, large-party reservations, catering, and expo-line efficiencies.

Requirements

At least 2 years of experience working in similar positions with a concentration on high-volume food and beverage service.
Must have a friendly personality, strong work ethic, ability to work well with others, excellent communication skills, passion for hospitality, dedication to customer service, and willingness to go the extra mile to exceed our standards for guest satisfaction and food, cocktails, and service.
Must have open availability and willingness to work a combination of days and nights and weekends.
Combination of 5+ years in Industry with 1+ years of supervisory experience.
Proficiency with computers (MS Office)
Must be eligible to work in the United States
Must agree to a background check & Drug test
Must be able to effectively perform all functions at the restaurant (Host, Expo, Server, Bartender, Line Cook, etc)
Must be able to stand for long periods, walk, use stairs, bend, stoop, twist, lift to 50 lbs, and use repetitive movements.
Work with hot and cold temperatures, hazardous equipment/conditions, as well as operate phones, walkie-talkies, computers, fax machines, printers, tablets, and other equipment.
Positive attitude, Leadership ability, Outgoing, Self-Disciplined, and Motivated.
Welcoming, pleasant and friendly demeanor.
Must have a neat and clean appearance and look professional at all times.
Ability to motivate staff and work as a functional member of the team.
Excellent communication skills to manage individuals and work with a diverse staff of people.
Ability to coordinate and multi-task several tasks effectively while always maintaining restaurant standards and company procedures.
Must be able to work effectively under pressure to solve problems and coordinate a wide range of activities.
Ability to determine the employability of applicants comparing experience and qualifications for the positions.

Nice To Haves

College degree preferred

Responsibilities

Manage and oversee all areas of the restaurant including the Service Floor, Host Stand, Expo Line, Bar, and Kitchen during shifts.
Work with your team to come up with solutions for issues and/or concerns.
Make decisions on matters of importance.
Oversee employees as they are assigned in different positions in the restaurant.
Responsible for the direction and coaching of staff during volume hours on the Restaurant Floor.
Upholding the Craft & Crew standards for quality food and service at all times, ensuring 100% guest satisfaction.
Adhere to all company standards and service levels to increase sales and work to minimize costs, including Food Cost, Liquor (Beverage) Cost, Labor, Supplies, Repairs, etc.
Monitor Labor costs during a shift, making appropriate staffing cuts as needed when business volume permits.
Ensure Craft & Crew Hospitality Core Values are understood and used by all team members
Coordinate and book Large-party Reservations and "Private Events"
Guarantee positive guest experience in all areas.
Respond to guest complaints as they occur.
Take appropriate actions to ensure repeat guests.
Assist in the development of assistant managers and supervisors to handle guest issues appropriately and according to company policy and procedures.
Maintain a staff of Hosts, and Expos in the FOH. Will be required to recruit, interview, hire, and train to keep staff at 100% of business needs.
Provide direction to employees regarding operational and procedural issues.
Use a coaching mentality to help employees learn and develop new skills.
Interview hourly employees.
Assist in hiring, supervision, development, and when the necessary discipline of employees.
Assist in training of new hire employees from day one through 30-day performance evaluations.
Provide ongoing feedback to all staff.
Maintain open lines of communication with every member of your team.
Complete quarterly performance evaluations with all department staff according to company procedures.
Schedule Expo and Host positions using labor goals and staffing pars as a guideline in Hotschedules
Schedules are posted a minimum of 5 days in advance, no later than 3 pm each Wednesday.
Manage shifts which include: daily decision making, scheduling, planning, and upholding standards for quality food, beverage, service, and cleanliness.
Understand food and beverage costs.
Supervise portion control in kitchen and bar in preparation and minimization of waste.
Ensure a safe and healthy work environment free from hazards.
Complete any accident investigation forms and procedures according to company policy and procedures.
Come up with creative solutions for small issues to keep business as usual. Examples: product substitution, modification of the existing product, staffing, etc.
Maintain professional and positive restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards.
Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen, dining, and bar areas.
Ensure compliance with operational standards, company policy, federal/state/local laws, and ordinances.
Responsible for high standards of food safety.
Must be ServSafe manager certified.
Sales Building: Staff contests/incentives, work with GM to plan large-party reservations and private events.
Ordering: Uniforms, FOH supplies.
FOH Maintenance: Table refinishing, booth repair, host stand maintenance.
Admin: Update employee files.
Scheduled 40-45 hours on-site each week.
Combination of days, nights, and weekends.
Must be available on-off time for phone calls and questions (allow up to 3-5 hours/week)
Hours may vary.
Must fill in for any other Manager or as emergencies arise.
A typical workweek is up to 45 hours.
Keep GM fully informed of all issues (i.e. problems, unusual matters of significance, and positive events) and take prompt corrective action where necessary or suggesting alternatives.
Completes responsibilities and performance objectives timely and accurately.
Maintains a favorable working relationship with all company employees to foster and promote cooperation, collaboration, and a harmonious working climate that is conducive to high employee morale, productivity, and effectiveness.
Fully adopt and execute Craft & Crew Core Values.
Performs additional responsibilities and duties as requested.
Supervision of others Up to 25 per shift.