What are the responsibilities and job description for the VIP Services Manager position at TC Restaurant Group?
POSITION SUMMARY: The VIP Services Manager’s primary focus is to develop and lead the VIP Services Team, which includes the VIP Cocktail Servers and Table Server Assistants (TSA’s) in nightly execution of VIP table sales and operation. In addition to the nightly oversight of the VIP Services Department, he/she will share the responsibility of direct oversight of the complete venue in regard to staff management, money management, reporting, sales goals, inter-office communications, and must uphold company policies and procedures at all times. The VIP Services Manager will assist in recruiting, interviewing, hiring, training, and evaluating personnel as well as developing and motivating all staff to attain proper standards of performance. Additionally, the VIP Services Manager answers patrons' questions, addresses and resolves any complaints, and is responsible for inspecting the venues, inside and outside, for cleanliness, compliance and overall appearance. The VIP Services Manger will work cohesively with VIP Sales team and the Director of Customer Development to maximize VIP Service revenue.
VIP Services Managers are expected to work between 40-50 hours weekly, with an average 5-day work week. Schedules are tentative and hours expected can be dependent on business levels, special events, holidays, etc. Weekends and holidays are the main focal point of this position.
ESSENTIAL FUNCTIONS OF THE POSITION INCLUDE, BUT ARE NOT LIMITED TO:
Guest Services/Communications
- Continually strive to develop the staff, including Floor Supervisors, in all areas of managerial and professional development
- Assists with the recruitment and training of staff (training, developing, testing, and coaching)
- Utilize effective time management and exhibit excellent follow up skills
- Accommodate and anticipate guests needs
- Control cash and other receipts by adhering to cash handling procedures
- Prepare all required paperwork, including forms, reports and schedules
- Oversee and ensure that employee performance appraisals are completed in a timely manner
- Fully understand and comply with all federal, state, and county municipal regulations that pertain to health, safety and labor requirements
- Fill in where needed to ensure guest Services standards and efficient operations, including opening and closing duties
- Provides administrative support, and assist in creating sales goals and forecasting
- Responsible Alcohol Management among guests and comply with all state and federal liquor laws
- Maintain a professional, neat and well-groomed appearance adhering to Company standards
IN ADDITION TO THE AFOREMENTIONED ESSENTIAL JOB FUNCTIONS, THE OPERATIONS MANAGER WILL BE EVALUATED ON THE FOLLOWING LEADERSHIP QUALITIES:
- Accountability
- Development
- Working relationships
- Judgment
- Quality of work
- Job skills knowledge
- Productivity
- Dependability
- Punctuality
- Adherence to Policy
- Verbal communication
- Attitude
- Appearance
- Teamwork
- Guest satisfaction
EDUCATION/REQUIREMENTS:
- High School Diploma or equivalent required
- College degree preferred.
- 3-5 years of experience in the entertainment industry working in a high-volume restaurant/bar
- Proof of eligibility to work in the United States
- Valid Driver’s License
- 21 years of age
- Possession of or the ability to possess all state required work cards
- Maintain a professional, neat, and well-groomed appearance adhering to Company standards
WORKING KNOWLEDGE REQUIREMENTS:
- Proficient in Windows Office, Microsoft Office
- Knowledge of POS and back office reporting systems
- Knowledge of profitability analysis and budgeting, cost of sales, payroll management
- Knowledge of bar/restaurant operations, fine dining procedures, and beverage Services
- Knowledge of purchasing, receiving, inventories and cost controls as it applies to bar product
- Knowledge of special events and banquets
- Knowledge of state and local laws as it applies to liquor, labor, and health code regulations
SKILLS:
- Ability to work as a team, stay organized, handle various projects at one time, lead others, delegate
- Ability to provide incentives for staff to go above and beyond the expectations of their particular roles
- Ability to communicate effectively and assertively in the English language, both verbally and in writing with staff, clients, and the general public
- Ability to speak to guests fluently regarding the food, beverage, and overall concept.
- Ability to demonstrate and impose upon Services staff the ability to Service guests with utmost of care, Services, and excellence, utilizing the highest standards of Services techniques.
- Ability to follow-up and make accurate decisions.
- Strong problem-solving skills
- Ability to maintain a high level of confidentiality.
- Ability to write reports, business correspondence and procedure manuals.
- Ability to always demonstrate a positive attitude.
- Ability to keep an open and objective view
- Ability to listen empathetically and be respectful at all times.
- Ability to maintain composure and stay focused.
- Ability to maintain personal integrity.
- Ability to handle a fast-paced, busy, and somewhat stressful environment, and work under pressure and meet deadlines.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Must have good positive energy to make it through the day
- Must be able to read the computer monitors
- Must be able to print legibly for guests to read
- Must be observant and quick to respond to various situations
- Must be fluent in both written and spoken English language
- Must be able to move quickly through work and set the pace in the office and/or venue
- Must be able to sit and/or stand for extended periods of time
- Must be dexterous and able to participate in all Services aspects.
- Must be able to twist, tow (push or pull), reach, bend, climb and carry as necessary
- Must be able to push and lift up to 30 lbs.
- Ability to use hands to handle, or feel objects, tools, or controls
- Ability to reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl
- Ability to talk, hear, taste, and smell
- Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
WORK ENVIRONMENT & SCHEDULE:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
- Small to Medium office environment
- Personal/ shared desk space
- Office, bar, lounge, and restaurant
- Noise level in the work environment is usually moderate
- Occasionally work in an environment that is subject to varying levels of noise, crowds and smoke, the severity of which depends upon Guest volume
- Work varied shifts to include days, nights, weekends, and holidays.
- Operation Managers are expected to work between 40 to 50 hours weekly. Schedules are tentative and hours expected can be dependent on business levels, special events, holidays, etc.
TC Restaurant Group is an Equal Opportunity Employer.
