The following page includes job descriptions for this position within Buffalo Wild Wings, and Buffalo Wild Wings Cananda.
POSITION PURPOSE
The Service Manager position creates legendary experiences for guests and team members through the leadership and engagement of servers. The role is responsible for all guest related metrics for servers and focuses on overall improvement of guest engagement tactics.
RESPONSIBILITIES
- Supervises the operation of the sports bar, conducting effective figure 8s throughout each shift
- Provides support to team members and managers and adds energy to each area of the sports bar
- Diligently follows and enforces food and general safety requirements and models behavior that protects them and others
- Coaches team member and shift manager behaviors and makes recommendations for the counseling, discipline and termination of team members
- Interacts with guests in the dining room and the bar, makes personal connections and seeks specific feedback about their experience
- Handles team members’ complaints or concerns by actively listening, involving the necessary individuals and investigating and resolving where appropriate
- Ensures compliance with all local, state and federal laws
- Interviews bar candidates and makes hiring and promotion recommendations to the AGM and GM
- Ensures the execution of training programs during shifts and ensures compliance for direct reports on all training and certification requirements
- Onboards, develops and retains bartenders
- Effectively schedules direct reports to optimize productivity and team member engagement
- Supports the management of COS, CVDs and labor related costs
- Drives improved dine-in sales and average check growth
- Ensures compliance with all company sales building initiatives and ensures that proper steps of service are executed
- Assists with execution of strategic plans for the front of house (FOH) based on guest feedback metrics
- Maintains vending equipment, including tablets
- Supports GM with server Wing Certified Trainer (WCT) selection and training program execution
- Assists with zone rollouts and introductions of new products, tools and services
- Conducts pre and post shift meetings
- Completes all manager tools on time and with integrity
- Manages the balance of labor hours and service efficiency during their shift to meet labor guidelines without sacrificing guest service
- Conducts reviews and performance evaluations for all direct reports
- Stays current on all federal, state, local and company required training and certifications, such as responsible alcohol service and food safety
- Other duties as assigned
KNOWLEDGE/SKILLS
- General knowledge of labor laws, health codes, safe food handling and sanitation, responsible alcohol service, safety and security systems and procedures and computer operations
- Strong people management and communication and interpersonal skills
- Superior guest service and hospitality skills
- Skill in time management and organization with attention to detail
- Self-motivated and a passion for teaching others
- Ability to read and comprehend written materials and perform basic to intermediate mathematical computations
- Ability to maintain a high degree of pace and intensity for an extended period of time
BUFFALO WILD WINGS CULTURE
Create Legendary Experiences
- Demonstrates a commitment to providing an enjoyable and positive experience for all guests (internal/external)
- Upholds the knowledge of the organization’s products, offerings and service standards
- Teaches others what makes us different from our competition and the evolving playing field around us
- Responds to guest (internal/external) requests and concerns promptly and in a positive manner
- Impresses guests (internal/external) with exceptional service and helps create stories worth telling
- Takes action on feedback to improve experiences
Sportsmanship/Fun
- Sees success as the entire team working together
- Creates a fun atmosphere for the guest and the rest of the team
- Partners with others to achieve individual, team and organizational goals
- Asks questions and listens effectively
- Communicates professionally and respectfully
- Maintains a positive attitude, has fun and shows appreciation to fellow team members
Hustle
- Has a pep in their step providing a high energy event in the sports bar
- Sets and achieves goals
- Quickly recognizes issues and problems that need immediate attention. Uses the BLAST model and calls a “fumble” to resolve the situation
- Accepts accountability for actions and results
- Shows initiative and a sense of urgency
Spontaneity
- Adaptable while being their own authentic self. Encourages others to be themselves too
- Looks for and acts on ways to improve business results and team/personal performance
- Champions, implements and prepares people for change
- Uses imagination and wisdom
- Thinks ahead
Builds Talent
- Attracts, retains and develops the talent within as needed to drive results
- Provides direct, constructive and motivating feedback to improve performance
- Creates a positive morale and spirit on the team and makes work fun
- Empowers the team to perform at their best
EDUCATION/EXPERIENCE
Required
- Minimum age to serve alcoholic beverages (per applicable law)
- High school diploma or equivalent
- Certified in any state, county or local food handling and alcohol service requirements
Preferred
- Two years of restaurant/bar management experience or Buffalo Wild Wings management experience; preferably a high-volume, full-service restaurant
- Bachelor’s Degree
- Coursework in restaurant management
PHYSICAL DEMANDS
This position requires frequent standing, sitting, bending, reaching, moving, stooping, stretching, and lifting in a restaurant environment. If asked to perform a task outside of physical capabilities, be sure to notify your manager. These physical requirements may be accomplished with or without reasonable accommodations.
Note: The Service Manager position is based on a 50-hour work week
SERVICE MANAGER - CANADA
POSITION PURPOSE
The Service Manager position creates legendary experiences for guests and team members through the leadership and engagement of servers. The role is responsible for all guest related metrics for servers and focuses on overall improvement of guest engagement tactics.
RESPONSIBILITIES
- Supervises the operation of the sports bar, conducting effective figure 8s throughout each shift
- Provides support to team members and managers and adds energy to each area of the sports bar
- Diligently follows and enforces food and general safety requirements and models behavior that protects them and others
- Coaches team member and shift manager behaviors and makes recommendations for the counseling, discipline and termination of team members
- Interacts with guests in the dining room and the bar, makes personal connections and seeks specific feedback about their experience
- Handles team members’ complaints or concerns by actively listening, involving the necessary individuals and investigating and resolving where appropriate
- Ensures compliance with all local, provincial and federal laws
- Interviews bar candidates and makes hiring and promotion recommendations to the AGM and GM
- Ensures the execution of training programs during shifts and ensures compliance for direct reports on all training and certification requirements
- Onboards, develops and retains bartenders
- Effectively schedules direct reports to optimize productivity and team member engagement
- Supports the management of COS, CVDs and labor related costs
- Drives improved dine-in sales and average check growth
- Ensures compliance with all company sales building initiatives and ensures that proper steps of service are executed
- Assists with execution of strategic plans for the front of house (FOH) based on guest feedback metrics
- Maintains vending equipment, including tablets
- Supports GM with server Wing Certified Trainer (WCT) selection and training program execution
- Assists with zone rollouts and introductions of new products, tools and services
- Conducts pre and post shift meetings
- Completes all manager tools on time and with integrity
- Manages the balance of labor hours and service efficiency during their shift to meet labor guidelines without sacrificing guest service
- Conducts reviews and performance evaluations for all direct reports
- Stays current on all federal, provincial, local and company required training and certifications, such as responsible alcohol service and food safety
- Other duties as assigned
KNOWLEDGE/SKILLS
- General knowledge of labor laws, health codes, safe food handling and sanitation, responsible alcohol service, safety and security systems and procedures and computer operations
- Strong people management and communication and interpersonal skills
- Superior guest service and hospitality skills
- Skill in time management and organization with attention to detail
- Self-motivated and a passion for teaching others
- Ability to read and comprehend written materials and perform basic to intermediate mathematical computations
- Ability to maintain a high degree of pace and intensity for an extended period of time
BUFFALO WILD WINGS CULTURE
Create Legendary Experiences
- Demonstrates a commitment to providing an enjoyable and positive experience for all guests (internal/external)
- Upholds the knowledge of the organization’s products, offerings and service standards
- Teaches others what makes us different from our competition and the evolving playing field around us
- Responds to guest (internal/external) requests and concerns promptly and in a positive manner
- Impresses guests (internal/external) with exceptional service and helps create stories worth telling
- Takes action on feedback to improve experiences
Sportsmanship/Fun
- Sees success as the entire team working together
- Creates a fun atmosphere for the guest and the rest of the team
- Partners with others to achieve individual, team and organizational goals
- Asks questions and listens effectively
- Communicates professionally and respectfully
- Maintains a positive attitude, has fun and shows appreciation to fellow team members
Hustle
- Has a pep in their step providing a high energy event in the sports bar
- Sets and achieves goals
- Quickly recognizes issues and problems that need immediate attention. Uses the BLAST model and calls a “fumble” to resolve the situation
- Accepts accountability for actions and results
- Shows initiative and a sense of urgency
Spontaneity
- Adaptable while being their own authentic self. Encourages others to be themselves too
- Looks for and acts on ways to improve business results and team/personal performance
- Champions, implements and prepares people for change
- Uses imagination and wisdom
- Thinks ahead
Builds Talent
- Attracts, retains and develops the talent within as needed to drive results
- Provides direct, constructive and motivating feedback to improve performance
- Creates a positive morale and spirit on the team and makes work fun
- Empowers the team to perform at their best
EDUCATION/EXPERIENCE
Required
- Minimum age to serve alcoholic beverages (per applicable law)
- High school diploma or equivalent
- Certified in any provincial or local food handling and alcohol service requirements
Preferred
- Two years of restaurant/bar management experience or Buffalo Wild Wings management experience; preferably a high-volume, full-service restaurant
- Bachelor’s Degree
- Coursework in restaurant management
PHYSICAL DEMANDS
This position requires frequent standing, sitting, bending, reaching, moving, stooping, stretching and lifting in a restaurant environment. If asked to perform task outside of physical capabilities, be sure to notify your manager. These physical requirements may be accomplished with or without reasonable accommodations.
Note: The Service Manager position is based on a 50-hour work week
The duties of this position may change from time to time. Buffalo Wild Wings reserves the right to add or delete duties and responsibilities at any time, at the discretion of Buffalo Wild Wings or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.