Assistant Service Manager

Description:

Buffalo Wild Wings is currently seeking to fill the position of Assistant Service Manager

The Assistant Service Manager aids the General Manager in overseeing the daily functions of the restaurant, which involves overseeing, directing, and mentoring Team Members and supervisors to ensure exceptional performance during shifts and to enhance customer satisfaction.

Job Responsibilities and Tasks

Team Responsibilities:

• Arranges follow-up interview meetings and prepares for the onboarding of fresh team members.
• Organizes the onboarding process for new team members, which involves overseeing orientation activities and ensuring the necessary paperwork is completed.
• Updates the Aloha and CTUIT systems with information on new team members.
• Ensures that each member of the team effectively completes the onboarding process.
• Creates orientation plans for new team members, outlining their training agendas.
• The organization of training timetables is primarily managed by Wing Certified Trainers (WCTs) who possess the necessary certification.
• Ensuring that all essential training documentation is completed and properly filed by the end of the sixth day.
• Consistently adheres to training protocols and verifies that all paperwork is correctly completed.
• Organizes training sessions for WCT employees and new hires after their shifts.
• The deadline for submitting position validation forms is scheduled for the sixth day, with a chance of extending it if needed.
• Only the Training Manager or General Manager have the authorization to conduct position validations.
• Establishing and safeguarding a team of Wing Certified Trainers (WCTs) who are responsible for overseeing training within every section of the establishment.
• Each area of the restaurant is required to have a minimum of two operational communication tablets available at all times to ensure consistent and effective communication.
• Verifies and revises Workplace Competency Test (WCT) assessment documentation to guarantee it is up-to-date and properly organized within the office file.
• Organizes regular monthly WCT gatherings as a standard practice.
• Offers examinations of WCT every six months.
• Leads the implementation of creative updates to the menu.
• Provides ServSafe training sessions to all WCT staff members.

Responsibilities of Front of House (FOH) Support:

• Maintaining the set guidelines for team members who receive tips is essential to ensure operational consistency and efficiency.
• Coordinates the commencement and conclusion of work shifts for employees who receive tips.
• It is essential for servers and bartenders to transition to the Front of House Support base wage rate and log out of tipped earnings if they spend more than ten minutes per hour on tasks that are not typically part of their regular tipped job duties.

Guest Responsibilities:

• Oversees and addresses guest comments while focusing on handling critical notifications promptly.
• Guest concerns are addressed promptly, with responses provided within 48 hours, and any completed Guest Comment forms are forwarded to the Regional Manager for additional follow-up and resolution.
• Active engagement in guest interactions is crucial to guaranteeing their complete contentment with the experience provided.

Quality Operations:

• Conducts a comprehensive assessment of Quality, Service, and Cleanliness (QSC) on a quarterly basis.
• Manages all purchasing processes except for those related to McLane.
• Guarantees the execution of high-quality operational procedures.

Sales and Profits:

• Invoices are entered into CTUIT by recording them, with the processing largely automated by the system.
• Assuming responsibility for overseeing the accounts payable division at CTUIT.
• Implements operational strategies with the aim of boosting revenue and maximizing profit growth.

Communication:

• Maintaining regular and open dialogue within the team and with managers is essential.

Direct Responsibilities:

• Ensuring that the training procedure is flawlessly carried out on each occasion it takes place.
• Establishes a group of specialists who have the necessary qualifications to educate individuals on wing-related abilities.

Please be aware that the responsibilities of this role may be altered at the discretion of the organization or the General Manager. The job description serves as a general overview of duties and is not exhaustive in its scope.

Physical Demands:

• Throughout the day, individuals change their body posture frequently by sitting, standing, bending, lifting, and moving in various positions at different times.
• Notify the General Manager or Human Resources if the assigned duties exceed one's physical capabilities.