Regional Guest Experience Manager

Job Summary

Job Description

Essential Functions

• Responsible for achieving company objectives and goals

• Foster and promote the Flagship brand and values within the client’s culinary culture

• Promote and ensure that all FOH staff is adhering to Flagship’s safety culture. Partner with HR to develop and maintain an employee engagement program that is based on FS core values

• Foster, develop and support FOH staff and FOH management to ensure the continuous operation of the kitchens. Collaborate with other management or flagship management members for best practices and support when required

• Partner with Human Resources to meet state/federal/local/CBA (collective bargaining agreement) compliances and adherence to Company policy. Align with our client; in order to deliver customer satisfaction and to establish a strong working relationship

• Integrate additional programs that add-value and establish best practices to develop strong leadership among FOH leaders. Identify and bring forward areas of opportunity to increase efficiency and operational production in Front of House

• Provide weekly/monthly reporting metrics to the National Culinary Experience Director in a timely manner by keeping them informed on high level matters and escalate issues as required

• Responsible for consistently meeting the Company’s Key Performance Indicators [i.e., safety, staffing levels, hospitality, attrition, etc.]

• Enforce Standard Operation Procedures (SOP) and programs. Conducts weekly operational meetings (or as needed), with frontline leaders to provide guidance, support and motivation in addressing all concerns

• Manages all FOH staff, including FOH Managers, FOH Line Employees, monitor scheduling, performance feedback, uniforms, discipline, investigations and terminations.

• Coordinates/ Assigns tasks for all FOH employees/FOH Managers to give fast and courteous service

• Ensures the cleanliness of all Front of the House by keeping to specified standards, passing Health Department audits with a 90% or better, and training staff on proper sanitation guidelines

• Set standards for compliance with inventory procedures to check product levels to avoid over-ordering. Inspects dining rooms and service stations during café, and concept visits for neatness/cleanliness, correct food signs, and replenished stations while avoiding contamination

• Participate in interviews for new hires

• Set standards to accurately record the number of guests dining in the café to give cover numbers to chefs. Must be knowledgeable of food allergens

• Monitors and ensures all back up foods are properly labeled and properly stored to HACCP regulations  

• Check small ware inventories and order replacement as needed

• Work directly with executive chefs to ensure all cafes and concepts are properly staffed

• Ensure a safety-first mentality among all FOH team

• Take part in kitchen managers stage and give feedback

• Conduct visits to cafes and concepts to ensure standards are followed. Other duties as assigned

Knowledge and Skills

• Excellent time management skills

• Ability to work with and support union employees and collaborate with union representatives, as well as with non-union staff

• Able to delegate work and hold others accountable or achieving needed results within designated timelines

• Ability to identify trends, interpret data

• Ability to quickly foster strong inter-personal work relationships. Mid to high level skill in navigation/use of common work programs included in Microsoft Office, as well as ERP, and any other program use by Flagship to conduct business

• Strong ability to influence positive change

• Excellent verbal skills with an ability to adjust communication style to suit the audience

• Ability to manage multiple tasks and projects on a consistent basis

• Excellent restaurant/hotel/catering managerial experience

• Sense of urgency

Education and Work Experience

• AA/BA/BS in Hospitality preferred. Culinary, food and beverage management experience required

• 5 years of experience in the corporate Front of House, food service industry preferred

Requirements

Must have and maintain an active Management Level Food Handlers’ Certification (ServSafe) and adhere to local food handler requirement

Work Environment

The work environment includes the following large kitchen environment elements and exposures:

• Fast paced kitchen, in which interruptions are considered normal

• Sharing workspace with others. Moderate to high noise level

• Slippery/uneven surfaces may be encountered

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent hand usage for handling, typing and writing reports and completing forms

• Occasional repetitive motion when grasping, pushing/pulling and rotating body

• Requires ongoing lifting and carrying of various objects such as tools, equipment, containers, etc.

• Items weighing over 40 lbs. must be carried by two (2) people

• Frequently reaching across surface, above shoulder and outward

• Occasional pushing or pulling items

• Good or correctable vision is required to safely perform all duties

• Sitting frequently

• Occasional standing, walking, bending, twisting, squatting, kneeling, crawling, balancing and neck usage-flexing

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Authorization

Authorized to work in the U.S.

Equal Employment Opportunity Employer

Flagship is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. 

Americans with Disabilities Act

Under the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their job.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!