Job Description

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.