Manager of Team Member Experience

About the position

As a Manager of Team Member Experience, you will create an exceptional experience for our Team Members throughout their life cycle with Cooper's Hawk. You will impact how we attract, connect, engage, and retain them, by promoting and living our company values and thereby supporting the growth of our business. This position oversees key responsibilities related to the Team Member experience, broken down into the following categories: hiring, training, onboarding/offboarding, celebration/recognition, engagement, talent management, shift, and human resources.

Responsibilities

• Hire
• Develop staffing plans for each quarter and provide insight into potential shortfalls
• Partner with Talent Acquisition to ensure that Team Member sourcing strategies are in place (i.e., ads, hiring fairs, referral bonuses)
• Ensure that the applicant tracking system and hiring inboxes are maintained and organized daily
• Ensure all open shifts/positions are posted internally and existing Team Members have the opportunity to apply/request
• Train
• Work closely with Lead Restaurant Trainers, On-the-Job Trainers, and New Restaurant Opening Trainers to ensure comprehensive understanding of CH standards and that all training programs are being executed as prescribed
• Collaborate with fellow managers to identify where standards are and are not being satisfied; develop plan to train/retrain as needed
• Ensure appropriate inventory and ordering of hourly training materials and uniforms
• Administer hourly Team Member training qualifications and communicate progress to department manager along with suggestions for additional training if needed
• Conduct 30, 60, 90 day check-ins with hourly trainees to gauge progress and partner with department manager on feedback
• Communicate any training feedback, opportunities, or obstacles to the Lead Restaurant Trainer and appropriate department manager
• Participate in hourly Team Member orientations
• Onboard/Offboard
• Ensure a positive onboarding experience for our new hires through organization, preparation, and communication
• Ensure timely processing of all phases of onboarding and offboarding including Team Member hires, transfers, and terminations
• Check in with Team Members upon departure to get feedback about their experience
• Celebrate & Recognize
• Promote a culture of fun and celebration
• Ensure Team Member celebrations take place (i.e., tenure, anniversaries, birthdays, life events, holiday party, Wine Club goal achievement)
• Oversee Team Member charity events including gathering Team Member feedback regarding event selection, organizing participants, and coordinating arrangements
• Engagement
• Oversee the creation of monthly boards that include tasting notes, Chef Recs, new products, and Wine Club events
• Coordinate and support Team Lunches, Focus Groups, and Community Survey
• Review engagement feedback and partner with GM to develop a plan for engagement and retention
• Conduct Stay Interviews as needed to strengthen Team Member retention and engagement; analyze feedback and trends to share insights with GM and AD
• Support Diversity, Equity and Inclusion Initiatives in the restaurant
• Advocate for the business and Team Members to better the Team Member Experience
• Manage Talent
• Oversee cross training programs throughout the restaurant
• Track and analyze time in position for all departments and help department managers identify opportunities to grow and develop existing Team Members
• Partner with department managers to identify talent for hourly supervisor program
• Partner with department managers to identify talent for LRTs, OJTs, and NROTs
• Partner with department managers to build an hourly Team Member pipeline to management
• Shift
• Attend front-of-house, kitchen, and manager Community meetings
• Attend weekly manager meeting and bring a list of the Team Members that have recently onboarded and offboarded for awareness, insight, and discussion
• Observe new Team Members on shift to assess preparedness for role and work with department managers to identify additional training needs to support success
• Interact with Guests and Team Members in the dining room, Tasting Room, bar, and host stand to gauge satisfaction and stay involved with Team Members' day-to-day
• Human Resources
• Provide direction to Team Members for Paylocity functions, including setting up direct deposit, updating personal information, and submitting time-off requests
• Ensure hourly Team Member files are kept updated and organized
• Oversee hourly certification status and communicate needs for management follow up
• Stay up to date on benefits offered to hourly Team Members
• Track benefit utilization and support Team Members in leveraging benefits, such as health insurance, Wellness Discount, and Employee Assistance Program (EAP)
• Ensure that annual benefits open enrollment is clearly communicated and promoted to all hourly Team Members
• Partner with department managers and Human Resources to coordinate leave-of-absence (LOA) and return-to-work (RTW); work with department managers to stay connected with Team Members while they are on leave and support their transition as they return to work
• Ensure the handbook/PCI signoff process is well communicated, and participation is 100%
• Ensure that hourly Team Member breaks are being managed to compliance
• Ensure that hourly Team Member primary positions are maintained in HR/IT systems
• Maintains a professional image by adhering to guidelines listed in the Team Member Handbook

Requirements

• Must represent Cooper's Hawk Values
• Must be at least 21 years of age
• Must have experience as a New Restaurant Opening Trainer, Lead Restaurant Trainer, or in management at Cooper's Hawk Winery & Restaurants or have previous management experience with another restaurant concept
• Must have a passion for hospitality
• Has knowledge of operations in the tasting room, front of house, and kitchen to understand the Team Member experience in each part of the restaurant
• Is able to communicate clearly and effectively with strong interpersonal and leadership skills
• Has the ability to multi-task and work effectively in a fast-paced environment
• Maintains basic knowledge of first aid and handling emergencies
• Has the ability to work flexible shifts and schedules, inclusive of weekends and some holidays
• Has the ability to perform essential functions to company standards with reasonable accommodation
• Must be able to read, write, and understand English
• Must be able to lift and carry up to 50 lbs.
• Must be able to stand for at least 10 hours per shift
• Must have the ability to work 50-60 hours per week
• Ability to work flexible shifts and schedules, inclusive of weekends and some holidays

Benefits

• Incredible Discounts
• Monthly Dining Allowance
• 50% Dining and Carryout
• 40% Retail Wine
• 20% Retail and Private Events
• Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts- Health and Dependent Care
• Health Savings Account
• Long-Term Disability; Voluntary Short-Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team Member Incentives & Rewards
• Paid Time Off
• Milestones Recognition Program
• Luxury Car Incentive for Team Member Development for General Managers and Executive Kitchen Managers
• Annual Destination Conference for General Managers and Executive Kitchen Managers
• Career Development Opportunities