Service Manager at Thompson Hospitality Corporation in Princess Anne, Maryland

Job Description:

Overview

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

Responsibilities

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

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.

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