1. Main Function of the Role
Responsible for the operations of multiple restaurants within a designated area, with primary accountability to achieve Employee P & L, Customer, Profits, and Sales targets. Ensures operational efficiencies and excellence within Standard Operating Procedures (SOPs) and company policies. Oversees restaurant management teams to maintain high standards of quality, service, and compliance.
2. Key Performance Areas
Operational Excellence
- Ensure all reporting and control procedures in operational compliance, CHAMPS, management control, production, hygiene, safety, maintenance, and general administration are completed according to company policy.
- Maximise sales and profit through operational excellence, effective implementation of marketing promotions, and identifying sales growth opportunities.
- Maintain and develop restaurants to the highest standards of product quality and CHAMPS standards.
- Evaluate performance of Restaurant Management against targets and implement improvement plans.
- Oversee prompt and appropriate resolution of complaints from health inspectors, customers, and employees.
- Ensure internal security is maintained according to company policy.
- Implement staffing levels and formulate Area Bench Plans.
People Management – 25%
- Build capability through Area Bench Planning and internal promotion processes.
- Communicate strategy, goals, and objectives to restaurant teams.
- Ensure recognition programs are active and employee relations comply with legislation.
- Oversee recruitment, selection, placement, induction, training, and personal development of management staff.
- Drive Customer Mania by ensuring restaurant teams achieve ROCC standards and deliver 100% CHAMPS with a YES! attitude.
- Encourage teamwork and adherence to HWWT principles.
- Coach management teams on health and safety standards and restaurant cleanliness.
- Promote “Belief in People” by treating team members fairly and recognizing individual achievements.
Customer Focus – 25%
- Ensure restaurant teams deliver excellent customer service and implement Customer Mania initiatives.
- Handle customer concerns and coach management teams to resolve issues effectively.
- Develop ROCC standards and communicate results to restaurant management teams.
- Continuously coach RGMs around ROCC standards to enhance customer service and ensure repeat business.
Profit Management – 25%
- Ensure operational excellence in cost of sales, labor, and semi-variable standards.
- Analyse business using BSC, P&L, and reports, and establish action plans for improvement.
- Manage controllable and variable expenses and implement corrective actions for semi-variable variances.
- Ensure proper cash handling and banking procedures are followed and periodically spot-checked.
- Align management teams with profit plans and coach on improvement initiatives.
Sales Management – 25%
- Drive RGM accountability for sales growth through CHAMPS execution, BYA programs, and local store marketing.
- Prepare and present periodic business reviews and outline action plans.
- Maximise sales through operational excellence, marketing promotions, and suggestive selling.
- Monitor competitive activities within the area and recommend action.
3. Qualifications and Experience
- LMR Certification
- Previous experience managing a diverse workforce
- Commercial awareness and understanding of P&L
- Demonstrates strong sales focus
- Track record of developing people
4. Skills and Attributes
- Effective coaching and leadership skills
- Basic HR/IR knowledge, including disciplinary and grievance processes
- Strong communication and presentation skills at all levels
- Customer service excellence and Customer Mania expertise
- Operational excellence and standards management
- Problem-solving, decision-making, and performance management capability