Service Manager
Company: Thompson Hospitality
Location: Raleigh
Posted on: May 26, 2023
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Job Description:
Who We Are:
Thompson Hospitality is the nation's largest minority-owned food
and facilities management company. Our services include
hospitality, full dining and quick service restaurants, campus
dining, diversity consultation, facility operations and maintenance
management. We are a family-run organization with more than thirty
years providing services built on our core mission to provide a
positive experience to every relationship we are involved in: one
guest, one client, one team member at a time. As a fast growing
company, we have a growth plan to more than double in size over the
next three years. We are looking for team members who are
interested in developing their careers to the next level while
joining our team of over 4,000 employees, serving clients in over
40 states to include more than 1.9 million guests each year.
Thompson Hospitality focuses on three core areas in everything we
do:
Purpose
Give back to our communities
Celebrate diversity
People
Do the right thing
Treat people the way you want to be treated
Always do your best
Be accountable for our actions
Performance
Serve the highest quality food
Provide world-class service
Maintain flexibility to better serve our clients
Competitive Benefits:
Health/Dental/Vision
Paid Time Off
401(k), matched up to 4%
Short and Long Term Disability
Tuition Reimbursement
Employee Referral Program
Pet Insurance
Discounts: Hotels, Travel, Tickets, Restaurants
Employees and their relatives are eligible for a discounted meal
plan at any of our HBCU client locations while they are attending
school
Supervisory Responsibilities: Manages associates primarily in the
Front-of-House and secondarily the Back-of-House operations. These
positions include line attendants, cashiers, utility, prep,
storeroom clerk, cooks. Is responsible for the overall direction,
coordination, and evaluation of these functions. Carries out
supervisory responsibilities in accordance with the organization's
policies and applicable laws. Responsibilities include
interviewing, hiring, and training employees; planning, assigning,
and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving
problems.
Supervises Through Subordinates: The line attendants, cashiers,
utility, prep, storeroom clerk, cooks.
Summary: Responsible for ensuring that daily operations (board or
retail) meet required operating standards and financial goals.
Identifies client/guest needs and interacts in a positive,
proactive manner. Works on a consistent basis with front and back
of house personnel to ensure customer satisfaction and encourage
repeat business. Responsible for ensuring that customer complaints
are appropriately handled and rectified. Oversees the sanitation
and maintenance of equipment. Participates in weekly inventory upon
request of Food Service Director or General Manager. Responsible
for operating the site within the prescribed budget. Responsible
for ensuring daily and weekly labor hours are in compliance with
budget.
Essential Duties And Responsibilities include the following. Other
duties may be assigned.
Interacts with Food Service Director and other managers.
Develops and implements operational standards for the location.
Positive, proactive interaction with guests and clients.
Acts as liaison between Thompson Hospitality and clients and
guests.
Monitors daily operations for the dining hall or retail venue.
Responsible for the coaching, counseling and progressive discipline
of associates in the department.
Conducts timely and appropriate performance appraisals and salary
reviews for deparment associates.
Ensures that department employees are trained in and follow
standard procedures for food safety and sanitation and maintaining
a safe work environment.
Recruit and stabilize a strong team.
Interact with the Food Service Director and Executive Chef in
planning menus for dining hall or retail venue.
Establishes and maintains accurate tracking systems for customer
transactions.
Ensure proper signage for all food stations including marketing and
nutritional information.
Greet customers in a friendly and timely manner.
Thank customers for their business.
Encourage repeat business.
Seek out opportunities to grow the existing customer base.
Ensure sufficient levels of food are available and prepared for
each meal period.
Utilize the First In, First Out (FIFO) technique when handling food
and inventory.
Follow all safety and food handling procedures and regulations.
Ensure proper food portions are provided to customers.
Studies productivity and schedules to estimate worker hour
requirements for completion of job assignment. Establishes or
adjusts work procedures and schedules to meet budget.
Assigns duties as necessary.
Interprets company policies to workers and enforces safety
regulations.
Initiates or suggests plans to motivate workers to achieve work
goals.
Assists workers in solving work-related problems.
Food Safety/Sanitation
Responsible for ensuring proper presentation, portion control, and
maintenance of proper serving temperatures - follows HACCP
standards.
Maintains sanitation and orderliness of all equipment, supplies and
utensils within work area.
Handles food items appropriately during preparation.
Keeps display equipment clean and free of debris during meal
service as assigned.
Cleans equipment, as assigned and in a timely fashion.
Cleans workstation thoroughly before leaving the area for other
assignments.
Customer Service
Represents company in a courteous, efficient, and friendly manner
in all customer and employee interactions.
Interacts with customers in a manner to ensure customer
satisfaction.
Greets customers courteously.
Serves customers quickly; Does not allow back-ups in serving
lines.
Serves customer food and beverage orders quickly, in proper
portions, in a courteous demeanor.
Demonstrates a complete understanding of daily menu items and
explains same to customers accurately.
Relays relevant comments from customers directly to
supervisors.
Interacts with customers and resolves customer complaints in a
friendly and service oriented manner.
Consistently exhibits the ability to keep up with peak cafeteria
hours and does so calmly, accurately and efficiently
Checks to ensure that all display foods are merchandised
attractively per standards
Serve food neatly and attractively per standard
Physical Safety
Ensures corporate and OSHA safety standards are followed
Follows principles of sanitation and safety in handling food and
equipment.
Cleans up spills in the servey, dining area, his/her own work area
immediately.
Corporate Standards
Completes shift work, as assigned, in a timely and thorough manner
in accordance with department standards
Informs chef, cooks, supervisor, in a timely manner when supplies
are low.
Follows and observes all company policies and procedures.
Follows company standards for attendance and punctuality.
Maintains professional appearance at all times, clean and well
groomed in accordance with company standards.
Develops a positive working relationship with fellow workers and
customers and avoids conflict.
Assist other functions as needed.
Qualifications: To perform this job successfully, an individual
must be able to perform each essential function satisfactorily. The
requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be
made to enable qualified individuals with disabilities to perform
the essential functions.
Background Clearance: Must be able to pass criminal background
check.
Education And/Or Experience: Associate's degree (A. A.) from
two-year college; or one to two years related experience and/or
training.
Mathematical Skills: Ability to work with mathematical concepts
such as discounts and interest. Ability to apply concepts such as
fractions, percentages, ratios, and proportions to practical
situations.
Language Skills: Ability to read, analyze and interpret general
food service documents, memos. Ability to read software operations
manuals.
Reasoning Ability: Ability to solve practical problems and deal
with a variety of concrete variables in situations where only
limited standardization exists. Ability to interpret a variety of
instructions furnished in written, oral, diagram, or schedule
form.
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.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly
required to talk or hear and taste or smell. The employee
frequently is required to stand; walk; sit; use hands to finger,
handle, or feel; and reach with hands and arms. The employee must
regularly lift and/or move up to 10 pounds and occasionally lift
and/or move up to 25 pounds.
Disclaimer: The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is frequently
exposed to wet and/or humid conditions and moving mechanical parts.
The employee is occasionally exposed to fumes or airborne
particles, toxic or caustic chemicals, outside weather conditions,
extreme cold, extreme heat, risk of electrical shock, and
vibration. The noise level in the work environment is usually very
loud.
All employees are responsible for maintaining a hazard free
environment for themselves and our customers. All employees are
required to wear personal protective equipment (goggles or eyewear,
gloves and aprons) when handling chemicals or other hazardous
substance or when assisting in first aid.
Employees may be required to use certain mechanical, electric,
sharp, heat producing, and other potentially dangerous equipment
while performing job responsibilities. Employees will be instructed
in the proper use, function and maintenance of all kitchen related
equipment. See your supervisor for specific training
procedures.
Qualifications:
At least 2 years experience as a senior level manager in a contract
food service account.
Previous experience working at a college/university is
preferred.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Ability to function well in a high-paced and at times stressful
environment.
Requisition ID: 2022-5013
External Company Name: Thompson Hospitality Corporation
External Company URL: www.thompsonhospitality.com/
Street: 118 E South St
Telecommute: No
Keywords: Thompson Hospitality, Raleigh , Service Manager, Executive , Raleigh, North Carolina
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