Customer Relations Assistant Jobs in Rochester, NY

The primary responsibility of the Restaurant Manager is to assist in the overall management of restaurant operations. This includes (but not limited to): adherence to company guest service standards, auditing, administrative, human resource, safety and security policies and procedures; ensuring the restaurant team is properly trained and developed; and meeting the fiscal goals of the restaurant.

ACCOUNTABILITY SCOPE: 

Short and long-term success of the restaurant is impacted by management’s role in achieving 100% customer satisfaction and 100% compliance of Company and government regulations including food and safety, department of Labor, and company in-store image standards. Secure the company assets with integrity including but not limited to company cash, equipment and inventory in accordance with company policy. 

RESPONSIBILITIES:

PEOPLE DEVELOPMENT – Assist in the recruitment of successful Shift Supervisor and Crew Member candidates for the restaurant. Implement and utilize company-defined employee orientation program. Facilitate development and training plans for the restaurant team. Build and maintain a positive and motivating work environment. 

EMPLOYEE RELATIONS – Assist in conducting performance reviews for the restaurant team. Provide timely feedback and recognition, use constructive disciplinary procedures and properly document employee performance. Ensure communication channels and problem resolution is available on all shifts; Utilize the communication process such as bulletin boards, postings and Company information. Escalates applicable matters to RGM, DM or HR such as: performance issues, employment decisions, leaves, background checks, sexual harassment and other matters that substantiate their guidance and expertise to limit legal exposure.

SERVING THE CUSTOMER - Ensure restaurant meets Company guest standards. Lead the restaurant team by example to ensure 100% guest satisfaction, 100% of the time. Deliver at or above company standards in “VOCs” initiatives. Utilize BLAST when resolving guest complaints and empower the restaurant team to resolve guest complaints.

FINANCIALS – As directed by management; track, complete and manage the restaurant’s financial controllables including but not limited to: use of automated tracking systems, managing employee labor, overtime, food (ICOS), supplies within Company standards, conducting audits, cash management and making bank deposits per company standards. Maintain and protect all company assets.

OPERATIONS - Develops CORE behaviors and standards. Ensure compliance with all training standards; maintain operational updates and keep restaurant manuals up to date. Follow proper opening, closing, safety and security procedures. Maintain cleanliness and preventive maintenance programs. Ensure compliance with all municipal, state and federal codes with scores; health inspections and sanitation procedures. Utilize Food Safety Checklist and ensure all food safety procedures are followed to the standards set by the QA department. Communicate to the RGM or District Manager all operational variances and employee issues. Monitor deletions and over rings to ensure adherence to company standards.

COMPLIANCE - Complete employee and restaurant paperwork in a timely manner. Comply with and ensure execution of all company policies.

MARKETING - Implement and execute all marketing programs to their fullest. Recognize business generators and traffic patterns and plan shifts accordingly. 

KEY RELATIONSHIPS:

Restaurant Team – training, providing work direction and guidance, gain respect; build trusting relationships.

Restaurant Management – providing operational reports and sharing/seeking advice on problem issues; establish and maintain a trusting relationship

Internal/External vendors - discuss required repairs, maintenance or shipments; establish a trusting relationship.

Strong customer relationships in building loyalty, protecting brand integrity; develop and execute at or above company standards for the customer experience.  

Represent the company in a positive manner.

KNOWLEDGE AND SKILL REQUIREMENTS:

• High School diploma or equivalent required.
• One year Restaurant management experience (QSR preferred). Advanced studies in business, restaurant management, or related field helpful
• Food safety certification according to state or local requirements.
• Reliable transportation, maintain a valid driver’s license and insurance for positions that require driving: District Manager, General Manager, Assistant Manager and Shift Managers.  In addition to reliable transportation, valid driver’s license and insurance, District Managers and ASLs with positions requiring significant business driving must maintain an acceptable driving record (MVR).

KEY CHALLENGES:

• Personal Effectiveness - Takes personal ownership of tasks and responsibilities; handles constructive criticism with maturity; ability to operate under minimal direction and supervision, showing self-motivation and self-direction.
• Organization – Demonstrates discipline with excellent follow through attention to detail skills. Shows initiative and flexibility in managing multiple tasks.
• Collaborative – a “team player,” leads with an optimistic approach, building trust with employees and rapport with customers
• Management Effectiveness - Gives clear work direction and motivates towards excellence. Pursues job problems quickly and decisively, knows when to seek assistance if needed.
• Analytical - ability to read and analyze reports and count accurate inventory