Hospitality Manager

Hospitality Manager - Carlos O’Kelly’s

Thrive Restaurant Group is a family-owned restaurant company that’s been in business for over 50 years, and we’re looking for the next member of our family. We are committed to making a difference in the lives of the people we serve and the communities in which we live. If you want to work in a fun family atmosphere and are interested in learning business, leadership, and hospitality, this is the place for you.

We started Carlos O’Kelly’s in 1981, and since then have been serving up Mex From Scratch, oven-baked dishes becoming known for our legendary margaritas, house-made chips and famous queso and salsa. Here, the spirit of generosity and the flavor of celebration is shared by all who gather around the table. Our guiding value is “Pouring out Generosity”.

Role: Hospitality Manager

Invitation: To make a difference by loving people through the creation of a work environment that helps them become their natural best selves. As the hospitality manager, you are responsible for selecting, developing, and leading the hospitality team to care for each other and guests, creating an outstanding guest experience resulting in a profitable operation and healthy work culture.

Principal Responsibilities and Duties

1. Lead and oversee the operation of the restaurant dining room
2. Recruit, lead, train, and develop the hospitality team to mastery of their roles (supervisors, trainers, bartenders, servers, hosts)
3. Deploy strategies, training, coaching, and contests to improve selling skills and the guest experience
4. Actively lead by providing vision, coaching, and feedback around the guest experience
5. Foster team cohesiveness and a positive team working environment
6. Organize and direct worker training programs including regularly reviewing guest experience training to ensure continual excellent customer experience
7. Oversee opening and closing activities
8. Direct activities of hourly employees
9. Ensure excellent customer service
10. Ensure cleanliness and sanitation
11. Ensure compliance with all health, safety, and hygiene standards and policies
12. Ensure compliance with all security procedures
13. Ensure compliance with all alcoholic beverage regulations
14. Provide and ensure friendly and efficient guest service
15. Work closely with Kitchen Manager and General Manager to ensure seamless customer service
16. Monitor and assist with host, server, and bartender duties during peak times to expedite service
17. Monitor food and beverage delivery methods, portion sizes, and garnishing and presentation of food to ensure that food is delivered and presented according to standards
18. Investigate and resolve guest complaints regarding food quality, service, or accommodations
19. Coordinate assignments of hosts, servers, and server assistants to ensure economical use of labor and timely performance of all FOH activities
20. Inventory and maintain adequate levels of FOH service items
21. Manage cost of labor and productivity
22. Schedule FOH staff hours
23. Resolve personnel problems including, but not limited to issues such as tardiness, cell phones, language, attitude, dress code
24. Manage Human Resource function of the restaurant, including compliance with company, state, and federal regulations
25. Evaluate employee performance
26. Give feedback on employee performance
27. Oversee all site operations as needed
28. Review work procedures and operational problems to determine ways to improve service, performance, or safety
29. Analyze data to inform operational decisions or activities
30. Explore opportunities to add value and make a difference through job accomplishments
31. Learn and train about restaurant management by updating job knowledge through participation in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
32. Perform manual service or maintenance tasks as needed
33. Perform administrative and accounting duties according to standard company policy
34. Direct facility maintenance or repair activities
35. Other duties as assigned

Key Competencies

1. People-first Orientation
2. Developing Talent
3. Guest Service
4. Interpersonal Influence
5. Problem Solving/Decision Making
6. Execution of Brand Mindsets and Standards
7. Leading by Example
8. Operations Knowledge and Analysis
9. Planning, Executing and Results Orientation
10. Managing Performance
11. Staffing and Development
12. Managing Relationships
13. Passion for Serving Others
14. Integrity and Personal Ownership
15. Self Management

Required Qualifications

1. High School Diploma
2. No minimum level of professional certification
3. Previous kitchen management experience in a casual dining restaurant
4. Minimum one (1) year of experience in a supervisory role
5. Able to make decisions
6. Able to identify and resolve problems
7. Able to guide, direct, and motivate staff
8. Able to plan and prioritize tasks
9. Able to teach and train staff
10. Able to monitor processes, materials, and resources
11. Able to operate, repair, and maintain equipment
12. Able to perform administrative tasks
13. Knowledge of food safety and sanitation practices and regulations
14. Able to deal with confidential information and/or issues using discretion and good judgment

Working Conditions and Physical Requirements

1. Able to work and verbally communicate effectively with other team members
2. Able to engage the public in a positive manner
3. Able and willing to work with others as a team
4. Able to reach and bend and frequently lift up to 50 pounds
5. Able to exert fast-paced mobility between the dining room and kitchen for periods of up to 6 hours
6. Able to work in a standing position for long periods of up to 6 hours in length
7. Able to perform repetitive tasks with little or no break
8. Able to perform physical activities that require considerable use of your arms and legs and moving your whole body such as climbing, lifting, balancing, walking, stooping, and handling of materials
9. Able to work flexible schedules including evenings and weekends
10. Able to travel quarterly intervals to required management meetings and or training sessions

Key Performance Indicators

1. Your Own Leadership Health/Effectiveness
2. Hospitality Team Health/Effectiveness
3. Overall Health of the Restaurant Culture
4. Sales Growth
5. Traffic / Covers Change
6. Avg. Check / Counts Per Cover
7. COS - Total Var
8. COL - Service Productivity
9. Guest Feedback
10. Avg. Expo Time

Direct Reports: Hospitality supervisors, trainers, bartenders, servers, hosts

Thrive Restaurant Group is an Equal Opportunity Employer.