Work Environment

Unit Managers manage a staff of approximately 25-30 hourly employees in a quick service, 24-hour restaurant with an open kitchen area.  The setting is typically noisy and busy and requires a great deal of standing. Most Unit Managers work an average of 9-11 hours a day, 6 days on and 2 days off. A typical schedule places the Unit Manager in the Unit at 6:30am (weekdays) and 6:00am (weekends) and leaving at 3:00 to 4:00pm, and returning later in the evening between second and third shifts, at approximately 8:30pm.  Unit Managers are in charge of their restaurant and are accountable for the economic success of their assigned unit.  When the Unit Manager is not in the Unit he or she is “on call” seven days a week, 24 hours a day. Due to the nature of the business, Unit Managers are required to work most holidays and weekends. A Unit Manager reports directly to a District Manager.

Major Job Responsibilities & Tasks

Unit Inspection and Evaluation: Circulate through the restaurant and talk with customers.  Assess overall restaurant status. Inspect the unit for maintenance and cleaning needs. Conduct preventive maintenance and minor repairs that may impact production. Notify upper management of maintenance issues.  Review appearance of associates to ensure they are wearing appropriate uniforms. Inspect the area outside the restaurant. 

Production Preparation and Shift Change: Conduct inventory and ensure adequate amount of food and supplies are on hand. Ensure correct staffing and positioning of associates. Complete accounting duties to verify accuracy of sales transactions. Change out cash register drawer. Brief and gather information from associates. 

Managing Associates: Identify, recruit, and interview potential hourly associates.  Make hiring decisions and conduct initial training. Provide proper example, continued direction, supervision, and developmental coaching. Issue oral and written reprimands for inappropriate behavior. Calculate staffing ratios and plan associate schedule. Handle payroll, assess wage rates and calculate bonuses. Maintain appropriate personnel records. Ensure compliance with federal regulations and corporate policies (including compensation, sexual harassment and discrimination).  Forecast staffing needs, calculate and maintain proper People Quota.

Providing Service to the Customer: Prepare and cook meals, maintain cleanliness of food preparation area. Coordinate production and service activities to ensure efficient, customer focused service. Take and call in orders.

Tracking and Controlling Costs\Securing Revenue: Perform accounting duties. Ensure the collection, security and deposit of cash.  Document store sales as well as food, operating, and payroll costs.  Perform daily cost controls including:  shift inventories, ticket auditing, tracking charts and the like.  Post important information for associates. Maintain and audit food and operating inventory. Prepare for and attend weekly unit performance meeting. Anticipate inventory needs, plan ahead to the next delivery, pay delivery person, verify proper items are delivered, properly stock new items. 

Restaurant and Food Safety Concerns:Train and monitor associates regarding proper safety procedures. Stock and maintain first-aid kit and handle employee or customer injuries.

Restaurant Security and Emergencies:Monitor restaurant for potential security issues.  Manage upset, difficult, unruly, loud, and/or abusive customers.  Maintain professionalism and follow company protocols.

Knowledge Areas, Skills, Abilities, and Personality Characteristics Required

Knowledge Areas:

·         Restaurant safety and security, food safety and emergency procedures

·         Government regulations, laws and company policy on fair and legal treatment of employees

·         Proper cooking and service techniques

·         Equipment care and preventive maintenance procedures

·         Food service industry

Skills:

·         Training, coaching and motivating hourly associates

·         Recruiting for associate positions

·         Accurate counting and handling of large amounts of cash

·         Monitoring, attention to detail and following up on sales, costs and inventory

·         Defusing high tension situations, negotiating with others, resolving conflicts and handling emergencies

·         Self-management and delegating to others

·         Time management, organizing, prioritizing

·         Initiating conversation, social interaction, interviewing and recruiting

·         Evaluating job candidates and hourly associate performance

·         Basic accounting

·         Basic maintenance skills

·         Consistent application of company policy and procedures in appropriate situations

Abilities:

·         Fluent/effective English communication skills (oral and written) sufficient to allow for the service of English-Speaking customers and the communication of necessary information to associates.

·         Work well with a team, demonstrate sensitivity and empathy towards others

·         Work in a fast-paced environment without direct supervision (possesses stamina and endurance)

·         Follow rules, guidelines and directions

·         Basic math (i.e., addition, subtraction, percentages)

·         Analytical reasoning, creative problem solving, problem sensitivity

·         Memorization and ability to learn and apply new material

·         Decision making and using good judgment

Personality Characteristics:

·         Honest and trustworthy, especially in financial matters

·         Disciplined and responsible especially in financial matters

·         Patient, calm and confident under pressure

·         Energetic and enthusiastic, sense of urgency

·         Persistent

·         Outgoing, friendly and sociable

·         Persuasive and convincing

·         Focused, detail-oriented and procedural

Physical Job Requirements

The Unit Manager job requires performance of the major job responsibilities and tasks in the work environment described previously.  The physical requirements to perform the job (with or without assistance) are moderately demanding and include:

·         Working long hours

·         Standing for extended periods of time

·         Lifting supplies and materials of various weights

·         Eye-hand coordination

·         Reaching

·         Bending

·         Stooping

·         Operation of a motorized vehicle

Managerial Requirements

The Unit Manager’s major job responsibilities and tasks (described previously) include managerial responsibilities, such as:

·         Interviewing, selecting, and training employees

·         Recommending hiring, promotion, transfer, and other decisions that affect the terms and conditions of employment

·         Setting and adjusting pay rates and work schedules

·         Directing employees on how to do the job

·         Maintaining records used in supervision

·         Evaluating employee performance

·         Manage employee complaints

·         Disciplining employees

·         Planning the work employees do

·         Tracking and controlling the costs of the unit

·         Managing the restaurant status, unit production, and shift changes

·         Controlling the flow of materials, supplies, and service

·         Providing for workplace safety and property protection

·         Transporting supplies and associates

This job description is intended to be a general outline of the Unit Manager position.  Additional duties could be required when unit performance warrants further efforts. 

Unit Managers are responsible for the information, standards and policies contained in the:

·         Associate Handbook

·         Waffle House Way

·         Grill Operator Training Manual

·         Salesperson Training Manual

·         Food Safety Binder

·         Management Agreement

·         Policies & Procedures Manual

12/28/04 Revised