Assistant Manager

Summary of Position

The Assistant Restaurant Manager owns guest-experience continuity from queue entry through seating, table journey and farewell. The ARM manages queue/waitlist accuracy, seating flow, table-time visibility, service recovery and guest-facing continuity during disruptions, while the Shift Leader owns floor execution, the Kitchen Manager owns kitchen execution and the Restaurant Manager retains full-store accountability..

• Guest Journey & Queue Ownership.
• Seating Flow & Table-Time Control.
• Service Recovery & Guest Escalations.
• Playbooks & Disruption Continuity.
• FOH Leadership & Handover.

• Verify opening guest-flow deployment, queue tools and table-time visibility..
• Own queue/waitlist accuracy, honest wait communication and seating flow from arrival through handover to the floor..
• Activate PB1 Queue Overload when triggered and direct the guest-flow response;
  Shift Leader takes Door/queue backup and floor coverage..

• Ensure guests are acknowledged within 10 seconds under normal conditions..
• For waits above 15 minutes, ensure water is offered and extended-wait updates are given every 5 minutes..
• Control call-to-seated handover within 2 minutes and monitor table times to intervene before guest-experience failure becomes visible..

• Lead complaint/service recovery within published authority and escaa…
• Protect the rule that guests are not rushed and bills are presented only on request..

• Own or coordinate ARM-triggered playbooks, including staffing shortage and accessibility/disability response where applicable..
• Coordinate simultaneous playbooks and guest-facing continuity during equipment, technology, power and emergency disruption without losing role boundaries..

• Back up the Restaurant Manager on duty without taking over the RM's final accountability or Kitchen Manager command..
• Develop Shift Leaders and FOH leaders through deployment, feedback, coaching and readiness observations..
• Verify guest-flow close/handover and unresolved-case continuity without duplicating the Shift Leader's FOH close sign-off..

• Undertake responsibilities assigned by the Direct Supervisor..

• Guest arrival is acknowledged within 10 seconds under normal conditions and wait information remains honest..
• Waits above 15 minutes receive water and extended-wait updates every 5 minutes; call-to-seated handover is within 2 minutes..
• PB1 Queue Overload is activated by ARM when triggered and Shift Leader backup is deployed correctly..
• Table-time risks and guest complaints are acted on before or at failure, within published recovery authority..
• Guest-facing continuity is maintained through disruptions and playbooks without role-authority drift..
• ARM handover is complete and does not duplicate Shift Leader FOH close ownership..

• For internal progression, hold current Shift Leader or approved Kitchen Manager certification and complete the ARM Development Plan..
• Demonstrated ability to manage guest flow, service recovery, table-time decisions and FOH leadership under pressure..
• Strong working knowledge of POS/table-time tools, queue management and relevant Failure Playbooks..
• Complete current ARM certification before independent ARM duty..

• Leadership & Coaching
  - Sets clear expectations, develops people and corrects execution in real time..
• Decision Making & Judgment
  - Makes timely decisions using facts, standards and published authority..
• Operational Discipline
  - Protects the operating rhythm, evidence and controls under pressure..
• Communicati…