Restaurant Manager

Aurora, IL, USA|

Job Overview

Employment Type

Full-time

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

flexible schedule

Retirement Plan

Training and Development

Job Description

Gibsons Restaurant Group is a well-respected and esteemed company in the hospitality industry, known for its unwavering commitment to delivering exceptional customer experiences. As a prominent and established restaurant group, Gibsons has built a solid reputation based on its foundational philosophy that centers around four essential core beliefs: Hospitality, Quality, Value, and Family. These guiding principles shape every aspect of the dining experience provided by the group, ensuring that both customers and staff members feel valued and appreciated. Gibsons Restaurant Group operates with a strong emphasis on maintaining high standards of service, culinary excellence, and creating an inviting atmosphere for guests to enjoy memorable moments.

The role of the Restaurant Manager within Gibsons Restaurant Group is a critical leadership position responsible for upholding and embodying these core values. This position demands a dedicated individual who can lead their team effectively while maintaining optimum customer satisfaction. The Restaurant Manager is tasked with supporting the managerial staff and general manager to guarantee that every customer in both the dining room and bar areas receives superior service. This role requires excellent communication skills, a passion for hospitality, and the ability to foster a productive and positive team environment.

A key aspect of the Restaurant Manager's responsibilities is to monitor and enhance the customer experience actively. This includes utilizing various customer input channels such as Spotter Reports and Guest Surveys to work collaboratively with managers and the general manager in improving service standards and increasing customer loyalty. The Restaurant Manager also plays a vital role in driving year-over-year increases in customer covers by attracting new and repeat guests through collaboration with the corporate concierge liaison targeting hotel guests.

Customer interaction forms a significant part of the role, involving greeting patrons promptly and courteously, managing the waitlist and reservations efficiently, and ensuring timely service. The Manager also oversees table management and ensures customers are informed about wait times, reservation statuses, and are escorted to their tables with menus. Keeping a thorough knowledge of the menu, ingredients, and daily specials is crucial, as is maintaining the cleanliness and appearance of the restaurant environment and staff uniforms.

Throughout each shift, the Restaurant Manager circulates the dining areas, making table visits to check on guests' satisfaction while promptly addressing any complaints or issues with professionalism and care. This person must be adept at anticipating customer needs, responding appropriately in emergencies, and maintaining the overall neatness of the serving stations and menus. This position also has the flexibility to perform other duties as necessary to support the restaurant's smooth operation.

Overall, the Restaurant Manager at Gibsons Restaurant Group plays an indispensable role in delivering a seamless dining experience that aligns with the company’s philosophy. This position offers an opportunity for individuals passionate about the hospitality industry to demonstrate leadership, enhance customer relations, and contribute to a successful and dynamic team environment. Working within Gibsons means being part of a family-oriented and quality-driven company dedicated to providing value and memorable experiences to every guest.

Job Requirements

High School Diploma or GED or equivalent
at least one year of experience in customer service role
ability to communicate effectively with customers
ability to manage reservations and customer interactions
ability to supervise and support restaurant staff
ability to handle customer complaints professionally
ability to maintain cleanliness and order in the dining area
basic computer literacy
ability to work under pressure
good interpersonal skills
ability to respond to emergency situations promptly

Job Qualifications

High School Diploma or GED or equivalent
at least one year of experience in a customer service role or equivalent combination of education and experience
excellent relationship-building skills
ability to understand customer needs and collaborate with internal and external resources
effective and professional communication skills both on phone and in person
initiative to ensure superior customer service
professionalism in high stress situations
basic computer skills for data entry
ability to read and interpret basic documents

Job Duties

Communicate with the Managers and General Manager throughout each shift to maintain optimum customer experience
based on Spotter Reports and Guest Surveys, works with managers and GM to improve customers’ restaurant experience and increase their loyalty
actively work to drive year-over-year increases in covers
work with corporate concierge liaison to attract hotel guests to the restaurant
meet and greet customers promptly, courteously, and graciously
assist in managing the door and maintaining the wait list
answer phones, manage reservations and notes in Open Table
escort customers to tables and provide menus
arrange parties or special services for customers
maintain a complete working knowledge of the menus, menu ingredients, and daily specials
monitor staff uniforms and appearance
circulate through the dining room and bar area making table touches
manage customer complaints and dissatisfaction in a prompt and professional manner
anticipate and respond to customers’ needs
respond properly in any dining room emergency or safety situation
monitor dining room serving stations for neatness and cleanliness
inspect menus and lists to ensure their condition and appearance
perform other duties as assigned