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.