Assistant Manager

Overview As a Restaurant Assistant Manager (AM), your responsibility is to support in contributing to a service culture designed to “Delight Every Customer and drive sales. Provide training support for daily operations, to guarantee every shift is set up to deliver the best customer service through effective modeling and coaching, exceeding customer expectations. Be an expert at executing great huddles in our restaurants, which is the Wendy’s way of regularly communicating with our restaurant teams on what’s most important to our customers and how we can exceed their expectations.

The AM supports continual improvement of Quality, Service and Cleanliness through training employees and while ensuring food safety and procedures are executed according to Company policies and health/sanitation regulation. The AM supports the achievement of restaurant objectives - sales, earnings and other key operational metrics. Partners with other Restaurant Management to identify specific opportunities for optimizing efficiencies and maximizing scheduling and the sales and profitability of the restaurant.

Essential Responsibilities:

Train, monitors and reinforce food safety procedures to store management, team trainers and crew employees. Ensure all food safety procedures are executed according to Company policies and health/sanitation regulations. Coaches and retrains managers as required and takes corrective actions as appropriate and with support from the General or District Manager.

Work with Restaurant Management team to train, develop and communicate with crew members and Team Trainers through team huddles, manager meetings, etc. Supervise crew members and Team Trainers in a way that maximizes retention.

Create a service culture designed to “Delight Every Customer”. Lead, model and coach exemplary customer service behaviors. Train all employees to focus on exceeding customer expectations through execution of friendliness, courtesy, product quality, cleanliness and service standards.

Lead and drive the selling culture through customer service (OSAT), sales incentives and initiatives and average ticket growth. Analyze results, coach consistent selling behaviors and create action plans to support sales growth and consistency in service.

Maximize store sales goals versus annual operating plan, including participation in marketing programs. Evaluate store performance in order to develop and implement an appropriate plan to resolve unfavorable trends and enhance sales. Manage assigned store requirements for new product rollouts/procedures. Ensures protection of Wendy’sbrand and assets through store compliance with Company operating policies and procedures.

Project, Create, Execute effective labor scheduling for the restaurant. Monitor labor variances daily and adjust accordingly. Maintain proper coverage via crew member schedules to ensure the restaurant attains/exceeds all customer service standards. Responsible for meeting labor guidance on a weekly basis.

Partner with other restaurant managers to set the Daily Operations Plan (DOP) to ensure the team is positioned appropriately to “Delight Every Customer,” and is focused on areas designed to improve the customer experience in the restaurant. Teach, train and develop managers in appropriate DOP execution.

Analyze and problem solve customer feedback (e.g. Voice of the Customer (VOC) Indexes - OSAT and ZOD) to coach crew members and Restaurant Management team on opportunities, as well as recommend and initiate corrective action, under the guidance and approval of the General Manager, to address issues, as needed. Follow up and ensure resolution of relevant VOC issues.

Drive and execute the marketing calendar including local restaurant marketing to ensure that…