Assistant Manager

Ontario Trillium Foundation; East Amherst (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

Ontario Trillium Foundation in East Amherst, NY is seeking an Assistant Manager to support the General Manager in delivering exceptional operational performance and customer experiences. You will lead and develop a high-performing team, schedule staff, manage inventory and costs, ensure food safety and compliance, and maintain accurate reporting.

This role offers hands-on leadership in a dynamic, customer-focused environment.

Responsibilities

• Lead and coach Shift Managers and Team Members to deliver 100% customer satisfaction.
• Resolve customer concerns promptly across in-person, phone, and online channels.
• Ensure consistent execution of standards in cost control, quality and food safety, service, cleanliness, cash handling, and labor management.
• Recruit, train, schedule, and evaluate Team Members to build a high-performing team.
• Foster a positive work environment that promotes morale and engagement.
• Address and resolve employee concerns fairly and efficiently.
• Ensure proper staffing levels based on business needs, including shift adjustments.
• Maintain accurate attendance and performance records.
• Create weekly schedules in compliance with policies and labor laws.
• Monitor labor costs and adjust staffing to match business volume.
• Ensure compliance with overtime, breaks, minor labor laws.
• Maintain optimal inventory levels to prevent shortages.
• Complete daily, weekly, and periodic inventory counts accurately.
• Generate purchase orders and manage stock transfers and deliveries.
• Monitor and reduce waste, theft, and overuse of supplies.
• Enforce cash handling procedures, including drawer counts, deposits, changing levels, and variance tracking.
• Complete and maintain reports: payroll and labor, cost variance, incident and safety, and hourly performance.
• Ensure compliance with health, safety, and sanitation standards.
• Conduct hourly quality and temperature checks; take corrective action as needed.
• Maintain a safe environment for customers and staff.
• Coordinate maintenance and service requests for equipment and facilities.
• Communicate with the General Manager and leadership about feedback, quality or safety issues, and performance.
• Lead by example through active floor management and prioritization.

Job description

We are seeking a motivated and results-driven Assistant Manager to support the General Manager in delivering exceptional operational performance and outstanding customer experiences. This role plays a key part in achieving both financial and service goals while ensuring full compliance with company policies, procedures, and safety standards.

Key Responsibilities

Customer Experience & Operations

• Lead, coach, and support Shift Managers and Team Members to deliver 100% customer satisfaction—our top priority.
• Resolve customer concerns promptly and professionally across all channels (in-person, phone, and online).
• Ensure consistent execution of company standards in:
• Food & beverage cost control
• Quality and food safety
• Customer service
• Cleanliness and sanitation
• Cash handling and controls
• Labor management

Team Leadership & Development

• Recruit, train, schedule, and evaluate Team Members to build a high-performing team.
• Foster a positive work environment that promotes strong morale and employee engagement.
• Address and resolve employee concerns fairly and efficiently.
• Ensure proper staffing levels based on business needs, including shift adjustments when necessary.
• Maintain accurate attendance and performance records.

Scheduling & Labor Management

• Create weekly schedules in compliance with company policies and labor laws.
• Monitor labor costs and adjust staffing to align with business volume.
• Ensure compliance with regulations (overtime, breaks, minor labor laws).

Inventory & Cost Control

• Maintain optimal inventory levels to prevent shortages.
• Complete daily, weekly, and periodic inventory counts accurately.
• Generate purchase orders and manage stock transfers and deliveries.
• Monitor and reduce waste, theft, and overuse of supplies.

Cash Management & Reporting

• Enforce all cash handling procedures, including:
• Cash drawer counts (start/end of shift)
• Routine cash drops and deposits
• Maintaining sufficient change levels
• Accurate cash variance tracking
• Complete and maintain required reports, including:
• Payroll and labor reports
• Cost variance reports
• Incident and safety reports
• Operational and hourly performance reports

Safety, Compliance & Facilities

• Ensure compliance with all health, safety, and sanitation standards.
• Conduct hourly quality and temperature checks; take corrective action as needed.
• Maintain a safe environment for both customers and staff.
• Ensure all equipment and facilities are functioning properly; coordinate maintenance and service requests.

Communication & Leadership

• Communicate clearly and consistently with the General Manager and leadership team regarding:
• Customer feedback and complaints
• Food safety or quality issues
• Employee performance and conduct
• Operational concerns and compliance matters
• Lead by example through active floor management and prioritization:

1. Customer Service
2. Cleanliness (Customer Areas)
3. Cleanliness (Visible Areas)
4. Restocking & Preparation
5. General Cleaning

Why Join Us?

• Growth and advancement opportunities
• Hands-on leadership experience
• Dynamic, team-oriented environment