Guest Experience Manager for Duke's

Craft & Crew is hiring for a full time Guest Experience Manager!

Craft & Crew Hospitality is a leading hospitality company dedicated to providing guests with craft food and spirits in a fun, welcoming environment that reflects our community, guests, and staff. Our commitment to our values of Guest Satisfaction, Crew Development, Teamwork, Creativity, and Growth provides a pathway to success for the organization as well as our teams. Our menus feature something for everyone including broasted chicken, sandwiches, burgers, healthy bowls & salads, vegan items, and decadent desserts. We also offer a full-service experience for our furry friends on the PAWTIOTM with a menu for Dogs!

Managers and hourly employees hired to work for Craft & Crew are also offered a highly competitive benefits package!

All Hourly Employees Will Receive:

• Health Insurance options for Part-time and Full-time Employees
• Options to add vision, and dental coverage
• Employee assistance program through Sandcreek Workplace Wellness and Serving Those Serving
• Paid Bereavement Leave
• Employee Meal Discounts, 40% off on workdays and 25% on non-workdays.
• Holiday Pay at time and a half on the following: Easter, 4th of July, Thanksgiving, Christmas Eve and Christmas Day.
• 401k Retirement Savings eligibility at 6-months employment and 21 years of age
• Sick and Safe leave (Minneapolis ONLY) 1 hour for every 30 hours worked.
• Shoes for Crews Program, in which each employee receives $35/year toward non-slip work shoes.

Heart of House Hourly:

• PTO (Paid Time Off) on accrual basis at 1 week per year (40 hours).
• Free Shift Meal, up to $15 Discount.

Management Employees

• Health Insurance - Gravie Comfort (Group Plan)
• Options to add vision, and dental coverage
• Employee assistance program through Sandcreek Workplace Wellness and Serving Those Serving
• Paid Parental Leave
• Paid Bereavement Leave
• PTO (Paid Time Off) on accrual basis starting at 2 weeks per year (80 hours) and increasing at 3 weeks/year at year 2 and 4 weeks/year at year 5.

• Cell phone reimbursement of $50 per month
• Free Shift Meal, up to $20 Discount
• Health & Wellness or Training & Development Reimbursement for managers of up to $40 per month*
• Shoes for Crews Program, each employee receives $35/year toward non-slip work shoes.

Please watch our career pathway video:

Please watch our core value video:

Experience and Qualifications:

We are looking for candidates who have 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.

Availability and Scheduling:

Must have open availability and willingness to work a combination of days and nights and weekends.

Please read the job description for our role of Guest Experience Manager!

Guest Experience Manager Job Description

Summary

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.

Job Duties and Responsibilities:

General

• 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.

Financial

• 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.

Guest Service

• 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.

Personnel

• 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.

Scheduling

• 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.

Operations

• 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.

Food Safety

• 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.

Additional Responsibilities

• 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.

Working hours and Schedule

• 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.

Compensation & Benefits

• Base Salary Monthly Bonus
• Health Insurance Plan w/ Dental & Life options
• 2 weeks PTO Annually
• $50 Cell Phone Contribution Monthly
• Health & Wellness Reimbursement for qualifying expenses (up to $40/month)

Qualifications

• Combination of 5 years in Industry with 1 years of supervisory experience.
• College degree preferred
• 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.

Personal Requirements

• 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.

Accountabilities

• 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.

Salary : $55,000 - $65,000