Restaurant General Manager - KFC Cape Flats

MAIN PURPOSE OF THE POSITION:

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.

KEY RESPONSIBILITIES:

• Achieve 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.
• Manage shifts in accordance with Company Policies and Procedures including directing the activities of employees in maximising sales, operating efficiency and profitability.
• 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. Implement restaurant training programmes for all staff to enable them to maximise performance and realise their career potential.
• Support and demonstrate Brand Cultures acting as a role model and providing leadership, as necessary.
• Manage cost controls in accordance with company policy and procedures, directing the activities of employees in meeting targets placed on controllable, maximizing sales, operating efficiency and profitability.
• Ensure that the training and development of employees is to company standards, and initiate action where necessary to ensure that all employees meet the standards of performance required.

SKILLS & COMPETENCIES:

 Language

• Excellent command of the English language
• Strong communication skills on various platforms e.g. telephone, e-mail etc

Numerical

• Strong numeracy skill
• Basic understanding of financial information
• Able to use available resources to make informed decisions about operating a profitable store

Computer literacy

• Intermediate MS Office skills (Teams, Excel, Word)

Other

• 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

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 coordination 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 an optimum level under pressure

People

• Demonstrate belief in people by treating each person in the restaurant fairly and with respect
• Recognise individuals frequently using CHAMPS and encourages them to recognize each other.
• Coach and support Team Members and ensure that they are fully trained and on job training is effective.
• Use Team Member feedback, such as Voice of Champions, to improve restaurant performance.
• Demonstrate teamwork by helping Team Members and management with their work, cross training them, effectively resolving their concerns and holding regular team meetings
• 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.
• Hire, develops and promotes restaurant staff in consultation with AC and/or the Restaurant Support Centre
• Drive Bench Planning (including, where relevant, succession planning) and maintain appropriate staffing levels to meet business needs. 
• Administer progressive discipline as needed, ensures compliance with all statutory regulations and in-house Company policies and procedures.
• Encourage positive teamwork
• Ensure that Team Member turnover and stability targets are achieved through a focused employee relation strategy
• Ensure that team members feel safe at work
• Ensure that team members understand and know what is expected of them
• Ensure that team members have the right and enough uniform
• Administers progressive discipline as needed, updating all stake-holders accordingly.

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.
• Removes barriers preventing Team Members and restaurant management team from delivering CUSTOMER MANIA
• Demonstrate leadership by handling customer concerns on the spot 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 standards by ensuring that all employees are focused on exceeding customer expectations for cleanliness, hospitality, accuracy, maintenance, product and speed of service.
• Handle customer complaints effectively with the intention to ensure returned business and further exceeding customer expectations
• 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 that the restaurant is consistently achieving the company standards.

Profits & Sales

• 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 company 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.
• Grow 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 analysing trends/economic data for area under control
• Involve the 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
• 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.  

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

General

• 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

MINIMUM REQUIREMENTS:

The ideal candidate will have the following background and competencies:

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 Green South African ID book/card
• 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