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1. Main Function of the Role

The Restaurant General Manager (RGM) is responsible for the overall leadership, performance, and profitability of the restaurant. The role ensures the achievement of sales, customer satisfaction, people development, and financial targets while maintaining full compliance with company operational, safety, and brand standards. The RGM has full accountability for the restaurant’s Profit and Loss (P&L) performance and team effectiveness.

 

2. Key Performance Areas

Operational Management

• Oversee daily restaurant operations to ensure efficiency and adherence to company standards.
• Ensure CHAMPS standards (Cleanliness, Hospitality, Accuracy, Maintenance, Product, Speed of Service) are consistently met.
• Maintain compliance with food safety, health & safety, and security regulations.
• Ensure audit readiness and compliance with operational reviews.

Financial & Profit Management

• Take full accountability for the restaurant’s P&L.
• Monitor and control food costs, labour costs, and other controllable expenses.
• Analyse financial reports and KPIs to drive performance improvements.
• Implement cost-control strategies to maximize profitability.

Sales & Business Growth

• Drive sales growth through effective execution of promotional campaigns.
• Develop and implement local store marketing initiatives.
• Monitor sales trends and implement action plans to achieve targets.
• Ensure product availability and effective upselling strategies.

People Management & Development

• Recruit, train, and develop Assistant Managers, Shift Supervisors, and Team Members.
• Conduct performance reviews and implement Individual Development Plans (IDPs).
• Foster a positive, inclusive, and high-performance work culture.
• Manage employee relations matters including discipline and grievances.

Customer Experience

• Ensure exceptional customer service standards.
• Address and resolve customer complaints effectively.
• Monitor guest feedback and implement service improvement initiatives.
• Promote a strong customer-centric culture within the team.

 

3. Qualifications and Experience

• Grade 12 (mandatory).
• Diploma or Degree in Business Administration, Hospitality Management, or related field (advantageous).
• 5–10 years’ experience in the restaurant or QSR industry.
• Minimum 2–3 years’ experience in a management or supervisory role.
• Proven experience managing P&L, budgeting, and cost controls.
• Experience in both front-of-house and back-of-house operations.
• Experience in staff recruitment, performance management, and leadership development.

 

4. Skills and Attributes

• Strong leadership and team-building skills.
• Excellent communication and interpersonal abilities.
• Strong financial and commercial acumen.
• Results-driven with a focus on achieving targets.
• Strong analytical and problem-solving skills.
• Ability to work under pressure in a fast-paced environment.
• Excellent organizational and time management skills.
• High level of accountability and integrity.
• Customer-focused with strong service orientation.
• Ability to make sound decisions and take initiative.

 

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