



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.
Key Performance Areas (KPAs)
· Guest Journey & Queue Ownership
· Seating Flow & Table-Time Control
· Service Recovery & Guest Escalations
· Playbooks & Disruption Continuity
· FOH Leadership & Handover
Duties & Responsibilities
Guest Journey & Queue Ownership
· 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.
Seating Flow & Table-Time Control
· 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.
Service Recovery & Guest Escalations
· Lead complaint/service recovery within published authority and escalate above limit to the Restaurant Manager.
· Protect the rule that guests are not rushed and bills are presented only on request.
Playbooks & Disruption Continuity
· 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.
FOH Leadership & Handover
· 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.
Additional Responsibilities & Reporting
· Undertake responsibilities assigned by the Direct Supervisor.
Key Performance Indicators (KPIs)
· 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.
Qualifications
· 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.
Core Competencies
· 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.
· Communication & Collaboration - Creates clear handovers and strong cross-role coordination.
· Problem Solving - Finds root causes, assigns corrective action and distinguishes local from systemic issues.
· Accountability & Integrity - Owns outcomes and maintains truthful records, escalation and follow-through.
Technical Skills
Strong knowledge of guest-flow and waitlist control, table-time monitoring, recovery authority, accessibility response, staffing-shortage response and multi-playbook
coordination. Current ARM certification is required before independent duty.
Where It Leads
Assistant Restaurant Manager (you are here) > Restaurant Manager (next) > Area Manager > Operations Manager > Senior Operations Manager proving assignment > Operations Director
To earn Restaurant Manager:
· Assignment Policy: Complete at least one year as an ARM before permanent promotion unless an approved People OS exception applies; complete the 6-month Restaurant Manager Development Plan.
· Swiss Butter Academy: Maintain current ARM certification and complete Restaurant Manager learning, full-store practical assessment and certification before independent RM duty.
· Performance: Meet the published People OS promotion performance gate for the relevant cycle.
· Dual 80 Principle: Demonstrate at least 80% readiness against the destination-role Responsibility Register, with a named successor at least 80% ready against your current role where a permanent promotion is involved.
· Culture: Hold current culture-gate evidence and demonstrate the 5 H's consistently: hunger, hustle, humility, hardiness, heart.
· Role Availability & Approval: The destination role must be approved/open and the verified promotion or transfer pack must receive the required approval.
36 Bethnal Green Road, E1 6HT, London

Restaurant • 11-50 Employees
Hiring on JOB TODAY since September, 2026
Swiss Butter is steak, fries and our secret sauce, done right every time. As we grow, we protect what people love and deliver it consistently. We hire you for who you are, teach you what you need to know, and you prove yourself and grow.



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