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1. Main Function of the Role

To lead and manage restaurant operations within a designated area, ensuring that business targets, company standards and operational procedures are consistently achieved. The role focuses on developing restaurant management teams, improving customer experience, maximising sales and profitability, and maintaining compliance with company policies.

2. Key Performance Areas

Operational Excellence

• Ensure restaurants consistently meet CHAMPS standards, product quality requirements and operational procedures.

• Monitor restaurant performance and implement action plans to achieve operational targets.

• Ensure compliance with company policies relating to hygiene, food safety, cleanliness, maintenance, security and administration.

• Ensure appropriate staffing levels and implement area succession and bench plans.

• Address customer, employee and health inspector complaints promptly and appropriately.

• Conduct regular restaurant visits to assess performance, identify improvement opportunities and ensure operational standards are maintained.

People Management

• Develop restaurant management teams through coaching, training, succession planning and internal promotions.

• Communicate company strategies, goals and performance expectations to restaurant teams.

• Oversee recruitment, selection, induction, training and development of restaurant management.

• Manage performance against agreed objectives and implement improvement plans where required.

• Promote employee engagement, recognition, teamwork and a positive working environment.

• Ensure compliance with employment legislation and company employee relations policies.

• Support management teams in maintaining health, safety, cleanliness and sanitation standards.

Customer Focus

• Drive excellent customer service and ensure restaurants consistently meet ROCC and CHAMPS standards.

• Implement and monitor customer experience initiatives to improve customer satisfaction.

• Coach Restaurant General Managers and teams in resolving customer concerns effectively.

• Review customer feedback and operational results to identify and implement service improvements.

• Promote a positive customer experience and encourage repeat business.

Profit Management

• Monitor and manage Cost of Sales, Cost of Labor and semi-variable expenses.

• Analyze Balanced Scorecard and Profit and Loss reports to identify performance gaps and improvement opportunities.

• Implement corrective actions to manage costs and improve profitability.

• Ensure compliance with cash handling and banking procedures.

• Conduct periodic business reviews and develop action plans to achieve financial targets.

• Coach Restaurant General Managers on financial performance, cost control and profit management.

Sales Management

• Drive sales growth through operational excellence, promotions and local store marketing initiatives.

• Monitor sales performance against targets and implement action plans to improve results.

• Ensure restaurants are prepared for marketing campaigns and product promotions.

• Drive suggestive selling and effective execution of sales initiatives.

• Monitor competitor activities and recommend appropriate responses.

• Identify opportunities to increase sales, improve market performance and grow the business.

Business Management and Compliance

• Establish priorities and implement strategies to achieve area sales, profit and operational targets.

• Work collaboratively with the Operations Manager, Human Resources, Training and other support departments.

• Make operational decisions in line with company policies and delegated authority.

• Support employee management decisions in collaboration with Human Resources.

• Conduct regular business reviews and area meetings to monitor performance and accountability.

• Participate in projects and additional business initiatives as required.

3. Qualifications and Experience

Qualificatins

• Grade 12 certificate.

• Tertiary qualification in Business or a related field.

• BCom degree in Business Management (preferred).

Experience

• 5–6 years’ relevant working experience.

• Proven experience in operations management, preferably within the restaurant, quick-service restaurant or hospitality industry.

• Experience managing multiple sites or operational units.

• Experience leading, coaching and developing management teams.

• Demonstrated financial acumen, including interpreting Profit and Loss statements and managing operational costs.

• Computer literacy, including Microsoft Word, Excel and email.

4. Skills and Attributes

• Strong leadership, coaching and people development skills.

• Excellent communication and interpersonal skills.

• Strong commercial awareness and financial management skills.

• Excellent planning, organisation and problem-solving abilities.

• Strong analytical and decision-making skills.

• Ability to manage performance and drive accountability.

• Customer-focused approach and commitment to service excellence.

• Ability to manage multiple priorities and work under pressure.

• Strong negotiation, conflict resolution and employee relations skills.

• Results-driven, adaptable and committed to continuous improvement.

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