Manager - Guest Experience
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Manager - Guest Experience

Posted on 27-Mar-2021 by Swiss Chalet
Location Nipissing, North Bay

Job Description:

Major Responsibilities

Responsibility % of Time

*Deliver a Perfect Guest Experience

  • Monitor the improvement of all KPI’s regarding Guest satisfaction.
  • 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 leaders 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

People Development – Associate Engagement

  • Develop Managers and Associates by ensuring regular one-on-one meetings, training and development, regular coaching, and performance improvement measures.
  • Leverage CARA University in the development of Associates and Managers to enhance retention and support the “Grow from Within” strategy.
  • Recruitment Selection processes adhered to.
  • Foster a culture of recognition and rewards focused on the achievement of KPI’s and Perfect Guest Experience results.
  • Develop tactics that create an engaging environment where all Associates work together as a team, have fun and show genuine appreciation for our Guests and each other.

Financial and Restaurant Profitability

  • Build plans that enhance or restore financial health to the business
  • Accountable for the development of sales budgets and responsible for the successful execution of these budgets.
  • Responsible for generating growth and same restaurant sales and transactions (guest counts) through local restaurant marketing initiatives.
  • Proactively monitor financial performance to delivery on key financial results such as same restaurant sales and average cheque, EBITDA, profitability and royalties.
  • Subject matter expert on all restaurant systems such as RBOS, MICROS, Webflex etc. to effectively coach Managers and Associates on the use of system, tools and reporting.
  • Regularly conducts P&L reviews to analyze financial metrics and provide cost control solutions.

Restaurant Quality / Operational Excellence

  • Maintain and enhance brand standards by ensuring systems and processes are in place
  • Follow restaurant maintenance programs ensuring immaculate facilities, equipment, interior and exterior parking lot and grounds
  • 100% compliance and engagement in menu launches, new equipment, marketing programs etc
  • Ensures all required statements are timely, accurate and in compliance with CARA controls
  • Follow-up on all internal CARA audits to develop and ensure solutions are implemented and sustained.
  • Maintain a good understanding of competitive activity within market and communicate relevant information to Area Managers

Food / Restaurant Safety

  • Comply with provincial legislation regarding employment standards, human rights, Health & Safety, WHMIS
  • Responsible for ensuring successful third part audits including Steritech, Provincial legislative compliance (ESA), Pest Control etc.
  • Develop and follow-up on all Food Safety action plans to ensure future compliance and reduce potential liability.
  • Ensure compliance with respect to cash and inventory controls

Key Challenges

  • Manage 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)
  • All recruitment, training, and ongoing scheduling, and performance management of Associates
  • 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

Required Skills

  • Proficient people manager with coaching experience and the ability to listen and respond effectively to Associate and Guest concerns
  • Ability to understand complex business metrics and KPIs and recognize how they can be improved in the operation
  • Ability to write reports summarizing restaurant and staff accomplishments and status updates
  • Ability to effectively present information and respond to questions from groups of managers, associates, customers, etc.
  • Mediation and facilitation skills in order to ensure Guest and Associate related concerns are dealt with immediately and effectively*

Overall Working Conditions

  • Majority of time will be standing in a restaurant environment
  • While performing the duties of this job, the Associates is regularly required to walk, use hands and fingers, handle or feel, and talk and hear
  • Occasionally lift boxes and other restaurant service equipment
  • Occasionally there will be angry Guests to listen and respond to
Job Details
Job Requirements

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