Assistant General Manager (Mercat Bistro)

Harwood Hospitality Group delivers an escape from the ordinary through a growing collection of concepts in the Harwood District of Dallas. The hospitality group features catering and a world of culinary experiences with a current collection of 18 concepts plus our luxury boutique property, Hotel Swexan in the 19-city-block Harwood District, with more experiences currently in development.

Our mission is to allow both our associates and our guests to Escape the Ordinary. For our associates, this means being a part of a mutual long-term vision driven by doing things differently with creativity, passion, and style. We then allow guests to feel transported to different parts of the world without leaving the comforts of their own city. We deliver our mission by providing unparalleled hospitality, exceptional service, and culinary excellence that leaves unforgettable memories and instills deep loyalty.

Mercat Bistro is a contemporary European-style bistro. Walk into a romantic setting that is inspired by some of the finest European design and culinary practices. Mercat Bistro is revered for being an intimate venue filled with stunning antiquities that have been recycled and reclaimed from all over the world.

Job Functions

• Act the "Restaurant General Manager" in the absence of the GM.
• Help the General Manager monitoring and coordinating the day-to-day operations of his/her unit during each shift and ensures all FOH and BOH SOP's (including HACCP) are duly followed and fully executed.
• Is visible, hands on, and ensures a strong personal presence in FOH (mainly during peak hours) and BOH areas. Whenever needed, takes an active part in guest's service duties (welcoming guests, escorting guests to tables, taking guest's orders, clearing tables, etc.)
• Ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality is crucial to this role.
• Oversees preparation of food and beverage items.
• To ensure maximum security in all areas under your control and that staff are fully aware of the importance of key security.
• Ensure the prompt and efficient service of all meals, snacks, functions, and beverages to the required standards.
• To ensure that restaurants and restrooms are clean and well maintained that table appointments, including flower arrangements are impeccable.
• Ensures his/her unit is adequately staffed with properly trained associates to cover day to day operations as well as on special occasions/events.
• Ensures the timely completion of certain management duties (scheduling, administrative).
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Restaurant.
• Ensures a spotless service is delivered to all guests anytime, and that their needs and expectations are fulfilled to the highest level and down to the smallest details.
• Ensures guests orderings are always properly executed and delivered in a timely manner.
• Takes part in his/her unit menu design process and in the menu pricing policy.
• Ensure his unit is well maintained and that all equipment's, materials and utensils are always in perfect working conditions. Arrange for maintenance and repair of equipment and other services. Reports any defect to the Restaurant General Manager
• To ensure that staffing levels are correct and to agreed standards and are not exceeded without prior consultation.
• To ensure that company and statutory hygiene standards are maintained in all areas.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the restaurant.
• Review schedules for the operation of the restaurants, to ensure the highest level of guest service while also monitoring labor costs.
• Strong knowledge of Craftable Inventory Management Systems will be necessary.

Guest's Relationships

• Makes sure each guest is given a warm welcome and a fond farewell.
• Makes sure service team memorizes guest's names and uses guest's names in every guest interaction.
• Meets and greets guests, builds strong guests' relationships, constantly inquiries about guest's satisfaction.
• Makes sure his/her service team inquires ad memorizes guests' preferences and birthday dates and records these data in the guest's database.
• Interacts with VIPs, Ownership and Guests on behalf of the HH - greeting VIP's, handling special requests, etc.
• Regularly review and evaluate the degree of customer satisfaction of the individual restaurant.
• Constantly updates guest's database and maintains it as an effective marketing and PR tool.
• Empowers his team to resolves guest's concerns in a timely manner to their full satisfaction. Resolves any guest issue that could be not be handled by his direct reports.
• Learns from defects and incidents and implement resolutions to ensure they do not happen again. Makes sure guests' issues are recorded. Reports on guests issues to DOO.
• Monitors guest's comments on social media (Facebook, Trip Advisor, etc.) and gives appropriate feedback.

Employee Management, Engagement & Training

• Always manages/leads by example. Takes accountability for problems.
• Schedules work hours for FOH associates.
• Delegates and follows-up effectively.
• Energizes HH Division mission statement and core values among his/her team.
• Makes sure all his/her associates are perfectly groomed and always behave according to HH codes of practice, image, and core values.
• Provides overall leadership; recognize and motivate members of the team; coach and train the team for operational excellence, with priority focus on upselling and service standards.
• Schedules periodic food and beverage service staff meetings to ensure correct interpretation of policies and obtain feedback from staff members.
• Takes part in the hiring and the firing process of all his/her associates.
• Takes part in the orientation process of all his/her new associates.
• Takes part in the annual performance assessment process of all his/her associates and in the setting of annual goals for his/her direct reports.
• Trains and motivates staff.
• Continuously evaluate the performance and encourage improvement of the personnel in the food and beverage department. Conduct training and development programs within the department which will provide well trained employees at all levels and permit advancement for those persons qualified and interested in career development.
• To hold regular performance appraisals with all line staff, identifying areas for development and training needs, and ensuring that this training is affected.
• Ensure that fair discipline is affected.
• Be fully conversant with all statutory requirements regarding a food and beverage operation.
• To be fully aware of trends in the industry and make suggestions for improvement of the food and beverage operation.
• To carry out regular on-the-job training to agreed standards.
• Empowers his direct reports and gives them room to develop their skills.
• Plan and administer a training and development program within the department which will provide well trained employees at all levels and permit advancement for those persons qualified and interested in career development.

Procurement and Deliveries

• Identifies and estimates food* and beverage supply requirements and places beverage orders