Job Ref #: RF-69
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Permanent
Salary: Market Related
Description:
MAIN PURPOSE OF THE POSITION:
Assist the Restaurant General Manager (RGM) in the overall management of the restaurant in order to achieve employee P & L, customer, profit, and sales targets and maintain restaurant operational excellence in accordance with Company policies and procedures through team management. In the absence of the RGM, assume full responsibility and accountability of the day-to-day running of the restaurant
KEY RESPONSIBILITIES:
Assist the RGM in the achievement of CHAMPS (Cleanliness, Hospitality, Accuracy, Maintenance, Product and Speed of Service) Standards within the restaurant by ensuring that all employees are focused on exceeding customer expectations for Cleanliness, Hospitality, Accuracy, Maintenance, Product and Speed of Service.
Drive culture in the restaurant by fostering and building engagement by adopting all Culture initiatives.
Manage shifts in accordance with Company Policies and Procedures including directing the activities of employees in maximising sales, operating efficiency, and profitability.
Allocate responsibilities to each employee on shift and monitor performance accordingly
Ensure that all employees follow correct maintenance procedures in accordance with the established maintenance roster and advise RGM of any repairs or maintenance required
Forecast and schedule labour by shift and create a deployment plan to control labour costs and still meet the needs of the business.
Ensure that controls and procedures are implemented to protect the safety and security of employees, customers, property, and company funds/resources are protected by all employees.
Keep RGM informed of any competitive activity that is likely to affect the trading results of the restaurant.
Report to the RGM any aspects of employee relations, customer service, health inspection issues that are likely to affect the operation of the restaurant.
Assist the RGM to implement restaurant training programmes for staff to enable them to maximise performance and realise their career potential.
Drive, support and demonstrate Brand Cultures acting as a role model and providing leadership as necessary
Requirements:
SKILLS & COMPETENCIES:
Language
Excellent command of the English language
Strong communication skills on various platforms e.g. telephone, e-mail etc.
Numerical
Strong numeracy skills
Basic understanding of financial information
Able to use available resources to assist the RGM to make informed decisions about operating a profitable store.
Computer literacy
Intermediate MS Office skills (Teams, Excel, Word)
COGNITIVE COMPETENCIES:
Planning and Organising
The capacity to arrange the availability and allocation of resources, the utilisation of control systems as well as the delegation and co-ordination of tasks and duties of individuals and groups. To plan, prioritise and systemise the action in line with required resources.
Coaching
Capacity to develop followers by providing them with clear and simple instructions, demonstrations and explanations and systematically exposing them to planned but increasingly challenging tasks
People Development
Capacity to appreciate people’s development needs
Delegate and follow-up
The capacity to delegate specific task, not to take control of all tasks, to implement follow up control actions and/ or coaching actions where necessary
Time management
The capacity to organise/ plan/manage time and to adequately allocate to and divide time between various aspects of work in order to optimize performance
Excellence orientation
Capacity to focus on and achieve standards of service which comply with the highest expectations of clients
Accountability dependability
The ability and capacity to take responsibility for own actions, others can rely on you, loyal and steadfast
Goal setting
The ability to formulate, prioritise and execute pre-determined objectives.
Customer orientation
Capacity to focus and achieve standards of service, which comply with the highest expectations of clients
Able to perform a optimum level under pressure
People
Demonstrate belief in people by treating each person on their team fairly and with respect
Recognise Team members frequently using CHAMPS (Cleanliness, Hospitality, Accuracy, Maintenance, Product and Speed of Service) and encourages them to recognize each other.
Coach and support Team Members and train them to do their jobs well.
Assist RGM with the facilitating team meetings when required.
Demonstrate “TEAMWORK” by helping Team Members with their work, cross training them, effectively resolving their concerns and holding regular team meetings
Helps RGM to hire, develop and promote Team members
Track team absence and take appropriate action in line with the company’s Code of Conduct where appropriate with the involvement of the RGM
Assist with ensuring that all employees are fully trained on fire procedures, Health & Safety, Food Hygiene and Security/robbery procedures.
Maintain up-to-date employee files and training records for all employees
Ensure that the Company Security Procedures are always followed thoroughly in order to ensure the security of the team, premises, stock, equipment and monies.
Assists the RGM to develop the entire team using Bench Planning, PAs and other HR tools.
Drive the development of all team members pro-actively to ensure that a robust talent pipeline is in place.
Administers progressive discipline as needed, updating all stakeholders accordingly.
Drive and encourage positive team work as per Brand cultures & principles
Assist RGM to ensure that all staff receive a comprehensive induction and that new starter have returned all relevant engagement paperwork prior to commencing their employment with the company.
Load, induct and train all new employees in accordance with the training schedule/plan and drive training and development for all trainee managers
Follow up and confirm with the Trainer that new starters have returned all relevant engagement paperwork prior to commencing their employment with the company.
Ensure that Team Member turnover and stability targets are achieved through a focused employee relations strategy
Ensure that the restaurant is always effectively and optimally staffed through scheduling and guiding the SS (Shift Supervisor) on executing the schedule as approved by the RGM (Restaurant General Manager)
Customer
Drive a customer focused environment which is appealing to KFC’s diverse customer base by role modelling and teaching Team Members to achieve compliance standards.
Assist with the completion of all Compliance evaluations and implement actions to ensure resolution of issues and drive consistent improvement.
Thoroughly follow up on Compliance Action Plans, completing actions timeously.
Remove barriers preventing Team Members and management team from delivering CUSTOMER MANIA
Demonstrate POSITIVE ENERGY by handling customer concerns on the spot using LAST and by helping Team Members resolve customer concerns.
Demonstrates a sense of urgency that ensures customer satisfaction and ensure the restaurant maintains consistent excellent customer service by making use of company tools and reports.
Achieve required Compliance standards by helping the RGM to ensure that all employees are focused on exceeding customer expectations for cleanliness, hospitality, accuracy, maintenance, product and speed of service.
Encourage Team Members and Shift Supervisors to deliver on all KFC e-learning product preparation.
Review daily and period Guest Experience Survey reports and utilize relevant company tools to ensure aht the restaurant is consistently achieving the company standards.
Handle customer complaints effectively with the sole intention to ensure returned business and further exceeding customer expectations
Profits & Sales
Help the RGM to use BSC (balance score card), P&L and appropriate reports to analyze the business and establish tactics for improvement.
Effectively communicates profitability goals and BSC (balance score card) results to the team as per the RGMs requirements
Ensure that the cash handling and restaurant banking procedures are adhered to.
Ensure that all restaurant resources such as labour, products, supplies and equipment are at correct levels to minimise additional costs to meet varying volumes of business
Maximise restaurant profit performance by monitoring cost of sales, labor costs, controllable expenses to ensure that they are in line with targets set
Investigate deviations regarding costs and expenses and devise an action plan to rectify
Ensure that the correct levels of supplies are ordered, deliveries are checked and stock levels are monitored.
Assist the RGM for growing sales by achieving on target or better CHAMPS (Cleanliness, Hospitality, Accuracy, Maintenance, Product and Speed of Service) checks and compliance audits.
Maximise restaurant sales to achieve sales budgets
Identify barriers and opportunities to enhance sales by keeping abreast with competitor initiatives, evaluating customer feedback and analyse trends/economic data for area under control
Involve entire team in marketing initiatives, product promotions and suggestive selling
Forecast restaurant needs and determines scheduling / labour needs.
Ensure that Team Members suggestive sell and up sell
Help the RGM to drive sales results by implementing Beat Year Ago (BYA) program and mentality
Initiate and drive Local Store Marketing (LSM) initiatives in conjunction with relevant support functions and the RGM
General
Stand in for the RGM when required.
Provide support for KFC restaurants within the area, as required.
Assist with the management of new product roll outs.
Act as an ambassador of KFC at community/commercial events.
Embrace and embed new systems and processes to the business where necessary
ATTRIBUTES:
Strong literacy skills
High personal standards
Position requires working over some weekends and during festive season
Strong commercial skills & business acumen
Strong coaching skills that can achieve results through the team in a collaborative fashion
Proven analytical ability
Strong organisational skills
Team player
Excellent planning and time management
Sense of urgency
Resilience
Flexibility
Commitment
MINIMUM REQUIREMENTS:
The ideal candidate will have the following background and competencies:
Min Qualification required
Grade 12 or equivalent qualification
Basic Requirements
Management experience – minimum of 2 years in a similar role; fast food industry will be an advantage
Must be able to work shifts, public holidays and weekends due to the nature of the industry
Reliable, honest and hardworking and MUST have contactable references
Valid South African ID
Must be contactable 24/7 by means of a reliable cell phone
Own transport will be an advantage with a valid driver’s license
No criminal record
