About this role
Operational Management
• Ensure all customers are served in accordance with brand standards and actively seek opportunities to grow the business. • Maintain full accountability for ensuring all team members possess complete product knowledge. • Act as a brand ambassador, ensuring all activities and operations reflect brand standards at all times. • Ensure the outlet, including the kitchen, maintains the highest standards of cleanliness and hygiene. • Oversee completion and accuracy of all daily, weekly, and monthly reports and documentation. • Verify that all dishes meet brand standards before being served. • Manage home delivery operations, including driver coordination and handling customer complaints effectively. • Review and approve all orders to ensure alignment with budget and stock requirements. • Conduct and sign off on inventory counts, reconciliation, and reporting. • Prepare and manage staff rosters in line with budget and business needs. • Assist in vacation planning to ensure optimal staffing at all times. • Ensure all maintenance issues are addressed promptly. • Support and follow up on internal audits, including action planning and performance improvements. • Equip staff with skills to upsell and enhance revenue generation. Customer Service & Quality Control
• Ensure all customer complaints are handled professionally and resolved promptly to maintain customer trust. • Maintain high service standards and ensure consistency in customer experience. • Communicate any issues transparently and promptly to senior management. Leadership & Team Management
• Take full control of shifts, ensuring smooth operations and adherence to brand standards. • Address operational challenges effectively without negatively impacting staff or business. • Make informed, independent decisions that benefit the business, team, and customers. • Demonstrate flexibility, adaptability, and openness to change. • Lead by example as a positive role model, motivating and developing team members. • Ensure team productivity, efficiency, and adherence to performance expectations. Financial & Business Management
• Manage operational costs, including labor and inventory, in line with budget targets. • Ensure efficient use of resources to maximize profitability. HR & Training
• Ensure continuous training and development of all team members. • Identify talent and support career growth within the team. • Participate in recruitment and coordinate with HR throughout hiring processes. • Ensure timely completion of probation reviews, appraisals, and required documentation. • Promote a positive, respectful, and engaging work culture. Health & Safety
• Ensure full compliance with local health, hygiene, and safety regulations. • Maintain a safe and clean working environment for all employees and customers. Marketing & Business Development
• Understand the target market, customer preferences, and local competition. • Stay informed about competitor activities and identify opportunities to enhance the outlet’s performance. Communication
• Demonstrate strong written and verbal communication skills, including report preparation and presentations. • Maintain regular communication with owners and senior management. • Conduct weekly one-on-one meetings with the Head Chef and monthly team meetings. • Communicate clearly and effectively to convey goals, expectations, and performance feedback.