What are the responsibilities and job description for the Manager position at Steak n Shake?
Manager
Job Description
Summary Description: The Manager is a business partner accountable for leading the Restaurant Associate team to deliver Steak 'n Shake operational and financial standards on each scheduled shift as well as building a well cross trained staff within the Restaurant. The Manager is responsible for assessing Associates performance to identify opportunities and coach for improvement. This position has accountability on his/her shift for the correct delivery of Steak 'n Shake procedures, policies and specification which deliver the Steak 'n Shake Vision and Mission. The Manager will partner directly with his/her Restaurant and General Manager and will receive market level support from his/her Human Resource Manager and Field Training Manager / Coordinator to meet the business and strategic objectives of the organization. | |
Department: Operations - Restaurant | Reports to: General Manager |
FLSA: Exempt | Direct reports: Trainers and all Restaurant Associates |
1. RESPONSIBILITIES: Major functions/tasks performed in the job and the deliverable (report, product, output, etc.) produced. | |
Primary and On-Going Accountabilities | |
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Specific Duties and Responsibilities | |
Customer Satisfaction: Build the business by relentlessly pursuing excellence and growing customer traffic over prior year: | |
Effectively interact with Guests to ensure we exceed their expectations with the highest quality food and great service | Sales Growth, TCT |
Immediately address Guest concerns and complaints utilizing the Steak 'n Shake Guest Recovery Model - L.E.A.R.N. | Sales Growth, TCT |
Ensure Guests are immediately recognized upon entering and as they are leaving | Sales Growth, TCT |
Motivate all Associates to deliver great hospitality toward all guests and other associates | Documentation, Coaching form, Sales Growth, TCT |
Create a positive team environment with knowledgeable associates working together through shift huddles and ongoing coaching | Documentation, Sales Growth, TCT |
Brand Protection: Operate in accordance with our Quality, Service and Cleanliness Standards(QSC) and other food safety practices, delighting our Guest with outstanding fresh food and training our valuable people: | |
Execute the 14 point walk using the “Three in One” tool– ensuring the facility is radiant, the associates are motivated, the stations are appropriately set up / re- stocked for meal periods, and constantly moving through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved | Documentation, QSC, TCT, Food Safety, Sales Growth |
Interview candidates using the Select the Best 1st interview guide and recommend | Select the Best |
Ensure associates are effectively trained using the Steak 'n Shake training program, Earning your Wings | Documentation, Training Scorecard |
Monitor food quality, portioning and speed from the EXPO window and resolve any issues immediately | Documentation, Food Safety Audits, QSC |
Assign and verify all side work is accurately and efficiently completed | QSC |
Verify accurate adherence to the Prep and Pull and cooling charts as well as complete HACCP and line checks on assigned shift ensuring food quality and quantity | Documentation, Food Safety Audits, QSC |
Ensure all Safety procedures and policies are strictly adhered to | Documentation, QSC, Accident Claims |
Financial Growth: Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices: | |
Deploy associates appropriately as planned on the Schedule and Line up sheets | Labor Control, Sales Growth, TCT, FRR |
Ensure appropriate staffing levels of well-trained associates on assigned shifts | Sales Growth, TCT, Comps. |
Complete shift and daily inventory and accurately post into the back office POS System | Food Cost, FRR |
Check in food delivery, ensure proper storage and post-delivery into the POS. | Food Cost, FRR |
Complete food order based on commissary order guide and enter into ordering system | Food Cost, Inventory levels, FRR |
Maintain strict adherence to cash handling and banking policies and procedures | COC, FRR |
Complete shift tools and administration duties as assigned by General Manager | Documentation |
2. SCOPE: Impact this job has in terms of decisions made, direction given, number of employees supervised, size of organization managed or supported, impact of errors, dollars, etc.e
- Enforce procedures, training and other programs designed by Steak 'n Shake to effectively deliver the Steak 'n Shake Vision, Mission and Principles
- Interviews and recommends Associates candidates to GM within compliance of FLSA and Steak 'n Shake guidelines
- Takes responsibility for shift financial results
- Serves as a resource to colleagues and as a mentor to less experienced Managers
- Actively manages the shift ensuring speed and food quality
3. KEY RELATIONSHIPS: Position’s key contacts and relationships.
Primary:
- Restaurant Associates
- Restaurant Trainers
- Restaurant Management
- District Manager
Secondary:
- Division President
- Field Training Manager
- Human Resource Manager
4. REQUIREMENTS: Typical minimum requirements to perform the job.
- High School graduate or equivalent education preferred
- Certified in all Service and Production Stations at Steak 'n Shake or equivalent experience
- ServSafe certified
- Understand Steak 'n Shake policies, procedures, state laws, Health codes, Safe food handling and Sanitation procedures
- Positive, motivating communication skills
- Strong organization and time management skills
- Strong coaching and mentoring skills
- Flexible and adaptable to changing circumstances
- Ability to read, write, perform mathematical calculations and analyze data
- Demonstrate key principles: Golden Rule, Relentless pursuit of Excellence, Exceeding guest expectations, Economic objective, Entrepreneurial approach
- Able to work in excess of 50 hours per week while standing, walking and stretching
- Able to lift, carry, push and pull 30 lbs
- Able to perform any task performed by a service or production associate
- Able to see across the restaurant to monitor and oversee the operation
- Able to legally operate a motor vehicle
- Able to hear, understand and professionally respond to guest and employee inquiries, comments and concerns
5. KEY PERFORMANCE INDICATORS: Key indicators to be used to measure job performance.
- Field Results Report
- Every Store Perfect measurements
- Labor Management System
- Food Management System
- Effective working relationship with Above Store Leaders, Restaurant Management, colleagues and direct reports
6. CAREER PATH: Logical positions along the career path, vertical and/or lateral.
- Field Training Coordinator
- Restaurant Manager
- Corporate office support Coordinator
