Associate Service Manager

Job Summary

At The Dirty Buffalo, the Associate Service Manager oversees the Host/Hostess, Carryout/Curbside, and Delivery departments. It is anticipated that the role will assume additional responsibility of Catering Sales in the near future. He or she is the direct supervisor of, and determines the schedule for, all Hosts and Hostesses, Carryout Specialists and Delivery Drivers. The primary responsibilities of the ASM include upholding The Dirty Buffalo’s legendary service standards through the hiring, training, and performance management of his or her staff, handling guest complaints or comps, controlling front-of-house labor costs and building The Dirty Buffalo’s catering business. The Associate Service Manager reports to the GM.

Activities & Responsibilities

• Guest Service & Employee Relations

  • Promote, work, and act in a manner consistent with the mission of The Dirty Buffalo.

  • Investigate and resolve complaints regarding food quality, service, or accommodations.

  • Manage all guest-related issues for dining room and carryout patrons while on duty.

  • Coordinate and execute catering orders for large parties.

  • Promote The Dirty Buffalo’s Family Meals, Large Combos, and catering menu for delivery.

  • Maintain in-depth knowledge of all menu items, ingredients and service standards and be capable of performing all front of the house positions with expertise.

  • Ensure that all host/hostess, carryout and delivery shifts are covered throughout the week. Make sure that each employee is scheduled within his or her availability, taking notice of any requested time off.

  • Instruct, train, and manage department staff in accordance with The Dirty Buffalo standards.

  • Make employment decisions including recruiting, interviewing, hiring, evaluating, and disciplining service personnel as appropriate and with guidance from the General Manager. Escalate termination referrals to General Manager.

  • Monitor and properly document any and all employee-related issues (injuries, falls, violations of company policy, disciplinary actions)

  • Oversee and ensure that restaurant policies on employee performance appraisals are followed and completed on a timely basis.

  • Oversee and ensure that restaurant policies regarding personnel are followed, and administer prompt, fair and consistent corrective action for any and all violations of company policies, rules, and procedures.

  • Oversee the continuous training of Carryout and Delivery employees on service standards, upselling, pitching specials, pivot points, and menu items and additions.

  • Monitor employee and guest activities to ensure liquor regulations are obeyed.

• Safety, Sanitation and Maintenance

  • Monitor sanitation practices to ensure that employees follow standards and regulations.

  • Ensure that opening, closing, sidework, and weekly and monthly cleaning and/or maintenance duties are followed.

  • Ensure that dining room and carryout out room are all kept tidy and “broom-clean,” by periodically surveying those areas and assigning tasks to staff as necessary.

  • Promptly report service area maintenance needs, such as, pest control issues, or plumbing back-ups to general manager.

  • Ensure that food services regulations are being followed by all service employees.

• Cost Control

  • The Associate Service Manager is the primary person responsible for the following expenses that contribute to the restaurant’s prime costs: merchandise costs and labor costs in the Carryout/Delivery departments.

  • Control merchandise cost by following proper requisition of products from storage areas, product storage procedures and waste control procedures.

  • Conduct inventory of merchandise and record and document inventory in MarginEdge.

  • Prepare labor budgets and schedule personnel as required for anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.

• Marketing and Growth

  • Plan menus and food utilization for catering and group events, based on anticipated number of guests, nutritional value, palatability, popularity, and costs.

  • Order and purchase equipment and supplies to support catering and delivery sales.

Qualifications

• At least 1 year experience in a management position at a high-volume restaurant

• Able to communicate effectively with managers, kitchen and dining room personnel, and guests

• Must possess superior communication, leadership, and time management skills.

• Must possess basic math and computer skills and have the ability to handle money and operate a point-of-sale system.

• Able to reach, bend, stoop and frequently lift up to 50 pounds

• Able to work in a standing position for long periods of time (up to 12 hours).

• Obtain any necessary management-level certifications required by local or state law.

• CPR Certification.