Manager of Guest Experince

2 weeks ago

Woodstock, Canada Montana's BBQ & Bar Full time

**Manager,**
**Guest Experience / Bar Manager**

**REPORTS TO**: General Manager

**It’s Cool Being Here - Job Overview**

At Montana’s we strive to own the BBQ & Bar space in Canada. We have an irrational passion for in-house smoked, sauced-up, dig-in-get-messy BBQ’d goodness. We’re an approachable gathering place -proudly unpretentious, genuinely energizing and a place to come-as-you-are. Our team is authentic, carefree, down-to-earth, energetic and fun.

As the Manager of Guest Experience or Bar, you will be responsible for assisting the General Manager of
Guest Experience with driving Guests to the restaurants and ensuring Guests come back. The Managers assist in the day to day leadership and management of a specific restaurant location. As a member of the restaurant leadership team, this role is jointly accountable for both financial and non-financial key performance indicators relating to the operation of the restaurant. As a developing leader of others, you also demonstrate an enthusiastic commitment to People Development. Through timely progress through the Restaurant Leadership Certification Program and taking on additional responsibilities, you will develop the ability to run both the Stage and Heart of House areas of the restaurant and lead all shifts according to Brand Standard.

**Have Fun - Duties and Responsibilities**
- Contribute to the infectious energy of our team.
- Ensure Guest Experience is maintained by quickly and effectively resolving Guest complaints before they leave the restaurant.
- Ensure all operating procedures, standards and controls are adhered to.
- Respond to changing volume patterns - weather, community events.
- Complete your online learning tests as required.
- Support the General Manager, Guest Experience in managing all ongoing operations of a restaurant while achieving business requirements (including reporting, adherence to local and provincial legislation and regulations, development of reports, measuring and achieving KPIs, etc.).

**Deliver a Perfect Guest Experience**
- Assist the GMGE with action plans that improve all KPI’s regarding Guest satisfaction Help identify root causes of gaps in Guest satisfaction and assist in the development of corrective and proactive action plans where appropriate
- Where appropriate follow-up and successfully resolve all Guest complaints and ensure root cause is identified and corrected.
- Coach Q-Crew to ensure consistent delivery on our promise to create connections with Guests by creating quality food and beverages and an inviting atmosphere.
- Communicate with guests on a regular basis to gain insights on how to make improvements to the overall Guest Experience

Montana’s Manager, Guest Experience / Bar

**People Development - Q-Crew Engagement**
- Train and develop Q-Crew by providing coaching and performance improvement measures.
- Participate in the training process for hourly Q-Crew.
- Assist in the development of a culture of recognition and rewards focused on the achievement of

KPIs and Perfect Guest Experience results.
- Support the General Manager, Guest Experience in developing tactics that create an engaging environment where all Q-Crew work together as a team, have fun and show genuine appreciation for our Guests and each other.

**Financial and Restaurant Profitability**
- Improve Profit and Loss performance of the assigned restaurant on a shift-by-shift basis
- Measure and improve on all key performance indicators daily (i.e. guest satisfaction,Q-Crew satisfaction, food safety, profitability etc.)
- Ensure the restaurant achieves maximum levels of efficiency and profitability by operating within an assigned labour budget.
- Assist in the execution of operating plans to build business i.e. Marketing Action Plans, sales drives etc.
- Assist the General Manager with the analysis of cost variances and cost control solutions.
- Review the financial performance of the assigned restaurant during weekly meetings and executive corrective action for specific areas of operational responsibility.

**Restaurant Quality / Operational Excellence**
- Meet and exceed required food quality and safety standards (i.e. receiving, holding, preparing, cooking and serving).
- Establish and maintain adherence to operating practices and procedures including safe food handling, HACCP, inventory counts and required product rotation (FIFO).
- Maintain standards for restaurant opening and closing procedures and the uniform policy.
- Complete and track completion of all activities of the daily checklists.
- Implement all new menu, lunch/dinner board, and special promotion rollouts as per brand specifications.
- Adhere to cash operating and control procedures, prepare daily deposits and conduct daily safe audits in accordance to administration policies and procedures.
- Conduct weekly maintenance of facilities, equipment, exterior, parking lot and grounds.
- Prepare and maintain weekly Q-Crew schedules for designated areas of r

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