Assistant General Manager

JOB SUMMARY

The Assistant General Manager for The Sterling Food Hall is ultimately responsible for supporting the operational success  and financial performance of the overall venue itself, and for coordinating the day to day needs of the tenants with the General Manager and STHRN’s executive team. This includes ensuring that the support team (porters) and operating team (bar and cafe) at Sterling delivers a high standard of service and that the venue is clean, well organized and builds customer loyalty, and that tenants are getting what they need to operate profitably.  The Assistant General Manager will report directly to the General Manager of The Sterling and will work closely with the executive team to ensure our values and guiding principles are at the forefront of daily operations. 

KEY SKILLS

• Emotional Intelligence - your ability to be aware of and control your emotions, to read other people, and to resolve conflict with calmness, empathy, and dignity
• Proactive Problem Solving - you anticipate problems before they happen, and address small problems before they become big ones
• Budget Adherence- you maintain a solid understanding of the Food Hall’s operational budget (and understand how the P&L is structured and its importance to overall operational success) and create tools and identify resources to manage spending 
• Communication - you understand that good communication requires listening as well as speaking, and that the success of a complex operation depends on everyone understanding and executing their role
• Mentoring and Motivating - you have a deep understanding of the food hall, restaurant and bar business, and you enjoy finding other people’s potential and guiding them to their success

DUTIES AND RESPONSIBILITIES

• Uphold the Core Values - ensure that all team members, tenants, suppliers and guests are treated with respect and dignity and that the actions of our operation are consistent with our values
• General Operations - oversee management of the venue, specifically the BOH areas, General Store (and storage areas), as well as any public facing guest area; perform regular site inspections   
• Maintain Scheduling - publish weekly schedules three weeks in advance
• Customer Service - ensure a high level of service, monitoring guest feedback, and ensuring that complaints are handled with grace and a meaningful response
• Manage Profitability - support the GM in keeping track of and proactively managing labor, food costs, and other controllable expenses, ensuring the guiding operating budget is used effectively and efficiently
• Grow Revenue - support the work of the Executive and Marketing teams to consistently achieve sales targets and build a loyal customer base
• Hiring & Training  - assist in the recruitment, selection of the venue staff (porters, bartenders, baristas, ect.) and training. 
• Venue Maintenance - oversee location management to ensure that all areas in the venue are clean and well maintained; ensuring that preventative maintenance and repairs are performed as necessary
• Processes and Procedures - utilize the tools and resources developed by the executive team (as well as identifying and creating any additional needs) to consistently document, update, and communicate learned best practices, ensuring operating principles are followed and adhered to by all staff 

Specific responsibilities of the Assistant General Manager for The Sterling Food Hall are to ensure the below roles and responsibilities are upheld and work to ensure these major areas of focus remain in alignment with our Company standards: 

ENLIGHTENED HOSPITALITY

• Sets a positive example for guest relations (focusing on training and guiding any Food Hall staff to adhere to STHRN principles and expectations).
• Interacts with tenants to obtain feedback on quality and service, equipment and functionality of tenant spaces; effectively responds to and handles guest problems and complaints in alignment with GM.
• Empowers the team to provide excellent guest service and ensures that they understand expectations and parameters of such.
• Observes service behaviors of all STHRN team members and tenants and provides feedback, guidance and positive direction to any individual working at the site.
• Reviews guest feedback mediums and guest satisfaction results with staff.
• Ensure all catering and delivery systems are functioning well and BBot ordering and pick-up stations run smoothly for tenants and guests.  
• Participates in the development and implementation of corrective action plans to meet tenant and staff service expectations and standards as directed by the company.
• Emphasizes guest and tenant satisfaction during all departmental meetings and focuses on continuous improvement.

REPAIR & MAINTENANCE

• Maintain a log of R&M needs. Ensure all team members and tenants report to you to establish the R&M needs for the facilities they interact with regularly.
• Maintain a list of preferred R&M vendors that is accessible to all members of management for all service needs (i.e. plumbing, electric, HVAC, preventative maintenance, draft system, etc.) and work with the GM to ensure everything stays clean, functioning and up to date.
• Include common area maintenance (CAM) needs in open, mid, and closing checklists for managers.
• Constantly assess the Food Hall’s appearance and specific tenant kiosk appearances from the perspective of the guests, performing top to bottom checks in all areas (i.e. operational and clean light fixtures,  maintenance and cleanliness, bathroom appearance, floor cleanliness, etc.).
• Integrate CAM into service team checklists and side work.  
• Assess needs for improvements to ensure the safety of guests and restaurant team members.
• Review cleaning crew performance daily and communicate deficiencies immediately to the vendor.
• Create and oversee systems that ensure the 20th floor and sub-basement areas utilized by the tenants are well functioning and equipment is clean, opening and closing processes are followed and the spaces run smoothly. 
• Use Loss and Damage forms or logs to report broken equipment and/or damaged property caused by a staff member or tenant. 
• Establish preventative maintenance schedules especially for all restaurant equipment. Post that schedule in an area that allows for the team to be aware of maintenance dates and expectations.
• Maintain all permits, contracts, and records about facilities maintenance and vendor communications.

MANAGING PROFITABILITY

• Maintain an organized daily processing of incoming invoices.
• Be aware of all purchasing levels, habits, and needs for all departments and oversee proper purchasing procedures. Assist GM in ensuring all departments in meeting and exceeding quarterly and annual financial goals.
• Alongside GM, analyze the Profit & Loss statements to encourage cost effective management across all departments, working to properly report all costs, inventories, and purchasing.
• Be accountable for communicating and comprehending accounting and financial decisions made in your location.
• Monitor costs and work with your management team at Sterling to minimize waste. 
• Manage all labor costs to specifications given by STHRN.

HUMAN RESOURCES

• Maintain proper new hire and employee intake processes in accordance with STHRN recruiting, staging, interviewing, and hiring SOPs.
• Maintain a strict adherence to Sterling Food Hall’s Employee Handbook and SOP policies.
• Enforce harassment and fraternization rules as outlined in the Employee Handbook.
• Maintain proper termination records with employees who were dismissed and voluntarily left their positions. Understanding that daily manager logs are the best way to communicate employee performance and establish a pattern of behavior for documentation purposes. 
• Be aware and knowledgeable of State and Federal labor laws.
• Work alongside the GM to establish and participate in orientation processes that provide vibrant new hire training.
• Raise awareness of Sterling and STHRN’s cultural standards and expectations. Understanding that orientation processes and proper employee intake are integral to employee retention.
• Report and record accidents using accident and injury reports and follow up with the guest or team member involved.

PROCESSES & PROCEDURES

• Create and maintain checklists that when followed result in the proper opening and closing of the Food Hall.
• Perform and oversee regular perimeter checks at open, close and throughout shifts every day.
• Manage the General Store and ensure that it is well stocked and functioning smoothly. 
• Ensure manager notes are done uniformly and to completion on a shift by shift basis.
• Work alongside GM to set quarterly goals for service and skillset education across all FOH and BOH frontline teams. 
• Perform health inspection audits at regular intervals until a score of 95 is achieved for every tenant in the Food Hall. 
• Post and monitor kitchen inventory schedules to occur at the end of every period.
• Post AORs and time management calendars and tools in a visible area of the manager office.
• Participate and support new systems and SOPs as created and disseminated by STHRN. 

SALARY & EXPECTED HOURS

The base salary for this position will be between $70,000-$80,000/yr. depending on proven experience plus bonus potential based on a percentage of events booking revenue created.  The Assistant General Manager will have access to a robust benefits package including health insurance, paid time off/leave, and a reasonable work/life balance. The anticipated workload is not to exceed 50-55 hours per week. 

ABOUT THE STERLING FOOD HALL 

The Sterling Food Hall (formerly Revival) is operated by STHRN Hospitality Co. a management company based out of Atlanta. The food hall's name is a reference to the 20-story building’s banking history and is a culinary hub for gathering. 

ABOUT STHRN HOSPITALITY CO.

This full-service hospitality consulting, experience design and F B service operations alliance has been built to be an employee-owned venture, and will offer the opportunity for employees to earn ownership stakes in the business as a new way to be engaged in the hospitality industry.  Focusing on strategy and development, creative experience design, food and beverage, and events and operations; their knowledgeable team has expertise in creating and executing memorable experiences, specifically how those events, spaces and moments create tangible benefits for corporations, real estate developments, communities and brands. They have collaborated on experience-driven projects across the U.S., from food halls to live music venues, full-scale, multi-day festivals to intimate bars and restaurant venues. With a deep knowledge of the culinary and events fields and decades of working in the hospitality industry, their well-earned connections offer an opportunity to build customized, one-of-a-kind client projects. STHRN’s leadership is looking for like-minded individuals to become a part of a growing portfolio of concepts throughout the Southeast. 

Salary : $70,000 - $80,000