Obviously, this part of the training will be passed over for the experienced hourly worker who already knows the crew worker's job. Inexperienced trainees will require this training. They are not expected to become highly skilled in all the jobs crew workers do, but they are expected to know how each job is done. Usually, they will be taught using the same instructional program as the one for crew members. If a trainee has not had the opportunity to be a crew leader, time will then be spent in mastering this position and some time will usually be spent working at this level.
Once the basics of working in a fast food restaurant are mastered, the assistant manager trainees begin to learn the special skills needed at the assistant manager level. They work side-by-side with the manager or the training manager in learning these skills. It is real hands-on learning. At the same time, a company book or manual tells them what must be learned during this part of the training process and gives them additional information about the job.
Attendance at a Regional Training Center
The next step in the training program of a large chain almost always is attending five days of formal classes at a regional training center along with other assistant manager trainees. Classes are taught by experienced instructors who often are restaurant managers or area or regional managers. The trainees learn the "whys" and "how’s" of managing a restaurant in busy eight-hour days. Their classes will usually cover such subjects as:
- communication
- crew training
- quality assurance
- time management
- security
- shift management
- financial controls
- government controls
- general labor laws
- safety
- sanitation
- service
The Polishing Phase and Beyond
After the assistant manager trainees have completed their schooling, they return to restaurants for what Pizza Hut calls the "polishing" phase.
They begin to put into practice everything that they have learned earlier in the restaurant and at the school by actually working as assistant managers. At first, they will be supervised closely by the restaurant manager. Then they will gradually take full responsibility for handling the assistant manager position as they are ready to do so.
For those planning to pursue a career in fast food, being an assistant manager is the step just before becoming a manager. So most assistant managers, once they have learned how to handle their jobs with confidence, will begin either formal or informal training to become managers. The managers help them learn about additional responsibilities which a manager has and start to assign some of these responsibilities to them.
Assistant managers in the larger chains often take one or two-day classes at regional training centers to enhance their job knowledge in certain areas.
Assistant managers in chains that do not have training centers learn by on-the-job training and reading company training manuals. Assistant managers who are working for restaurants not associated with a large chain will normally learn their jobs from the managers of their restaurants.
The Responsibilities of an Assistant Manager
Simply put, the basic responsibility of an assistant manager is to help the manager direct the activities of a restaurant while working within the framework of a chain's or company's philosophy, policies, and objectives. It doesn't matter what fast food restaurant an assistant manager works in, his or her responsibilities more than likely will include:
Employee Supervision and Training
- Create a feeling of enthusiasm and teamwork among crew workers.
- Make job assignments and direct activities of hourly workers.
- Set a good example for workers to follow.
- Provide equal and fair treatment of all workers.
- Participate in the hiring of workers.
- Orient and train new employees according to established procedures.
- Assist manager in evaluating performance of all hourly workers.
- Monitor workers for adherence to product quality and customer service standards.
- Provide feedback to employees on their job performance.
- Encourage open communication.
- Monitor supply usage for waste.
- Follow company procedures in handling, recording, and safeguarding company money.
- Have a good working knowledge of operation of all equipment.
- Buy food and supplies as needed.
- Oversee the preparation of food.
- Oversee the cleaning of equipment, work surfaces, dining area, restrooms, and parking lot.
- Make sure that routine maintenance work is performed.
- Insist on the following of safe work practices.
- Follow procedures for the receiving, handling, and stocking of food and supplies.
- Make sure the menu items are prepared according to specifications.
- Ensure that all work stations are properly stocked.
- Handle customer complaints and assist manager in solving any problems.
- Keep neat, accurate, and current records.
- Make sure of time card accuracy.
- Handle payroll time-sheets.
- Keep sales records.
- Keep inventory records of food and supplies.
- Assume responsibility for operation of the store when the manager is not present.
Todd is a perfect example of someone who has taken advantage of the management opportunities that the fast food industry offers young people. By looking at what Todd does while working different shifts, you will be able to get a better picture of what the assistant manager's job is really like in a fast food restaurant.
Todd is 25 years old and the assistant manager of a Burger King restaurant that employs approximately 30 workers. Todd's involvement with the fast food industry began quite early. Before he was even a sophomore in high school, he was working at Hardee's as a crew person. He continued working at Hardee's throughout his years in college, first as an hourly worker and then as a shift leader. He liked these jobs because of the flexible hours. He could work at night and go to school during the day. In addition, he was able to get enough work hours to help pay for his education.
After Todd graduated from college with a bachelor's degree in psychology, he began working at Burger King as an assistant manager while he studied for his master's degree in guidance and counseling. When Todd completes this degree, he will leave the fast food industry and seek work as a career or high school counselor. He does not rule out returning to the fast food area some time in his life. He believes that being an assistant manager has given him valuable experience in personnel management, organizational skills, and a sense of responsibility.
