Regional Service Manager

The Regional Service Manager (RSM) partners with the Regional Culinary Manager (RCM) to be a support team to the restaurants (and specifically the GM’s) as the expert of service and training standards and hospitality. The RSM reports to their Director of Service and is in support to the General Manager. The RSM will be responsible for Training, Implementation, Problem Solving/Operations, Standards. To thrive in this role, you must be driven by standards, demonstrate unwavering integrity, maintain professionalism when interacting with crew members and guests, and approach problem-solving with a positive mindset.

Responsibilities:

Crew Training 

• Responsible for ownership of all FOH training programs and service programs at the restaurant-level, from instructional design to training delivery and facilitation. 
• Validates accuracy and effective FOH crew training materials, ensuring they are always up to date and to standard for all workgroups. 
• All materials are updated, housed on portal, and accessible to all managers
• Establish strong relationships with trainers in each workgroup/each location.
• Builds relationships with new hires:
  • Introduce to all new hires
  • Validate the training
  • Validate the level of service of crew
  • Follow up in real time with trainers when needed
• Solicit, analyze, and incorporate feedback (from trainers, new hires, and management teams) and data for future improvement of training courses and materials.
• Takes an active role in ensuring the trainers are standard-bearers
• Responsible for certifying all FOH trainers as they enter the position as “trainer” and for recertifying them at least once per year. Any trainer being removed from the program will be demoted with the RSM present.
• Will follow up with all trainers to ensure current training is to standard and will follow up with them post-training to solicit feedback on the program and their trainers.
• Assist in MIT classroom training when requested by Director of Operations, Leadership Development Manager, or General Manager. 
• Participate in MIT hourly training days and mgr follow shifts to validate crew training standards are being taught and met.
• Provide feedback to Director of Service and General Managers about Trainer and MIT performance, as well as training and ops execution opportunities

Implementation:

• Supports new menu rollouts. 
• Leads new service standard rollouts.
• Lead the “Train the Trainer” program to ensure the standards for training are being met and incrementally improved
• Support the Managers by assisting in the training and development of classroom trainers
• Keeps up to date with developments in area of Hospitality Training

Problem Solve/Operations:

• Available to support specific training areas/hosting classes when GM requests
• Participate in new location openings/remodels in region including, hiring, classroom training, coordination of floor training, service meetings, mock service and ongoing development.
• Shares best practice with all GMs in region for education and support.

Standards/ Restaurant Visits

• In service to the GM with development of FOH managers for service-related issues.
• During operational shifts, the RSM will ensure the consistent application of training, service and operational standards throughout the restaurant.
• Educates (not disciplines) managers and crew throughout the shift.
• The intent of restaurant visits is to foster training, service standards adherence and should not be used as a substitute for running a “manager shift”. 

Leadership/Partnership

• The RSM will report on FOH training, service opportunities, initiatives, and action plans in weekly meetings and/or dashboards with Director of Service.

Essential Skills:

• Ability and interest in delivering, and implementing multi-leveled training and service programs.
• Experience with utilizing training collateral to effectively facilitate onsite restaurant training
• Ability to communicate in a clear, professional manner to all levels of the company
• Ability to positively influence their region through effective leadership skills.
• Ability to resolve and drive resolution for simple and complex conflicts with crew, managers, and Guests.
• Ability to exercise common sense, creativity, and impartiality when making decisions.
• Ability to be well organized, maintain concentration, maintain professionalism, and think clearly despite frequent, stressful or unusual interruptions.
• Proven history of effective training of teams and programs.
• Proven history of successful menu or other service-related rollouts.
• Literacy in variety of computer programs like MS Word, Excel, Outlook, PowerPoint and Sharepoint.
• Valid food handler and alcohol certifications
• Extensive travel within the Region is required.  Valid driver’s license, clean driving record, and reliable transportation required.
• Ability to travel for business for up to 2 weeks at a time.

Qualifications:

• Minimum of 21 years of age to serve alcoholic beverages with food.
• Knowledge of current UJHC FOH Training materials and service expectations
• Bilingual in Spanish – written and oral
• Experience in a related field, i.e., HR/Training Development, or Communications, preferred.

Physical Requirements:

Ability to meet the physical demands of the job, including standing for extended periods, lifting heavy objects, and performing tasks that require strength and stamina, including:

• Ability to lift up to 40 lbs., 10-20 is typical.
• Ability to carry product up to 120 feet.
• Ability to reach up to 6 feet, 2-4 is typical.
• Ability to work off counter heights of 36 - 42 inches.
• Ability to move through 24-inch aisles and spaces as small as 12 inches.

Uncle Julio's Restaurant Group, parent to Uncle Julio's, Hacienda Colorado, and Savage Burrito, is known for made-from-scratch Mexican cuisine, using fresh ingredients and authentic recipes to create its signature taste. With a successful track record over the past 30 years and 43 restaurants in twelve states, Uncle Julio’s restaurants are defining the polished casual Mexican industry and continues to expand.

Equal Employment Opportunity

Uncle Julio’s bases all employment decisions, including selection of employees and the jobadvancement of employees, on an individual’s qualifications, aptitude, and experience for the position, as well as satisfactory references. The Company does not discriminate with respect to terms and conditions of employment on the basis of a person’s race, creed, color, religion, age, gender, genetic information, national origin, sex, uniform service, veteran status, protected disability, and any other category protected under federal or state law. This policy of equal employment opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, and all other terms and conditions of employment