Manager

The Manager is responsible for assisting the General Managers in achieving the quantitative and qualitative results of their units; while ensuring compliance with all Company Policies & Procedures.

Duties & Responsibilities Include:

• To supervise and direct all Shift Managers and Team Members to achieve 100% customer satisfaction. Customer Service is Priority 1.
• The Manager is empowered to take all necessary action to resolve customer complaints to achieve satisfaction.
• The Manager is required to expeditiously reply to all customer complaints whether received via the Company’s web site, in person, or via the telephone.
• To ensure the safety of all Team Members and Customers by abiding by all safety and sanitation protocol.
• To achieve Company standards in the areas of:

o Food & Beverage Cost Control

o Quality

o Service

o Cleanliness

o Cash Control

o Labor Control

• To achieve Company standards, via recruiting, scheduling, training, evaluating, and where and when necessary, disciplining Team Members in accordance with Company protocol, including but not limited to:
• To write weekly work schedules that comply with Company policies and all Labor Laws.
• To manage labor hours consumed in relation to business levels to achieve Company standards, sending Team Members home prior to the end of their scheduled shift if/as business levels dictate.
• To promote good employee relations and Team Member morale.
• To expeditiously and fairly resolve any Team Member grievance.
• To ensure all required actions as stipulated on the Company’s “Opening Checklist” and “Closing Checklist” are completed and attested to inclusive of Cleaning Chart duties.
• To actively, constantly, and consistently manage all actions of all Team Members ensuring their compliance with Company standards and expectations, and governmental regulations.
• To Manage by Priority

1. Customer Service

2. Cleanliness in Customer Areas

3. Cleanliness in visible Customer Areas

4. Restock & Prep

5. Miscellaneous Cleaning

• Constant monitoring of sanitation requirements, cashier protocol, portioning, grill and wrapping procedures as well as waste, theft, and/or excessive use of supplies.
• Performs Required Hourly Temperature & Quality Checks

o To immediately take corrective action if any of the above occur.

• To ensure Cash Management protocols are maintained, including but not limited to:

o To maintain routine cash drops throughout all shifts

o To deposit shift receipts per policy.

o To ensure sufficient change is always available.

o To ensure cashiers count their drawers at the beginning of each shift.

o To ensure cashiers are preset when drawers are counted at shifts end

o To maintain accurate Cash Variance documentation.

o To maintain a locked safe and change bank, ensuring keys are always on your person,

• To proactively manage required staffing levels.
• To recruit, and/or, develop internally, and train store supervisory personnel ensuring all management positions are filled.
• To ensure compliance with Company standards (e.g. Overtime) and governmental regulations (Minors, Meal Breaks, etc.).
• To keep Team Member attendance records up to date.
• To replace Team Members who were scheduled to work shifts who call in ill, or self-terminated.
• To maintain adequate stock levels of product and supplies to ensure no stock outs occur.

o Generates purchase orders as required.

o Ensures required Daily and Inventory Counts are accurately completed.

o Completes a Weekly Inventory count a minimum of once per fiscal period.

o Generates and records Receipts and Stock Transfers

• The Manager is not authorized to contract services from any solicitor or existing vendor.
• To maintain all Company reporting requirements, including but not limited to:

o Cost Variance reporting

o Payroll Worksheet

o Hourly Readings Report

o Team Member and Customer Incident Reporting

o Suspected Illness Reporting

o Camera Reviews

• To clearly and professionally communicate all pertinent information to all Team Members.
• To communicate clearly and consistently with the General Manager and District Manager, including in regards to:

o Customer complaints;

o Food safety or quality concerns;

o Team member performance and conduct;

o Actual or potential violations of Company standards; and

o Other matters concerning Company operations.

• To ensure that all property and equipment is functioning as it is designed to.

o To communicate Maintenance Service Requests via Company protocol.

o To open Service Calls for any Point of Sale System Hardware or Software failures.

• To attend periodic training sessions and other Company meetings. (I.e. Serv-Safe training, Sensitivity training, Companywide meetings)
• To abide by the Operations Manual