Area Coach

8 months ago

Johannesburg, South Africa FPG Foods Full time

**PURPOSE OF THE JOB**:
The Area Coach plays a key role in achieving Customer Satisfaction and overall unit performance. As a leader in the market, the Area Coach will need to deliver against a balanced score card in the main areas - People, Customer, Sales and Profit. The Area Coach has operational responsibility and the cornerstone of the Area Coach’s role is to spend nearly two-thirds of their time conducting structured and tailored restaurant visits in which they coach and direct Restaurant General Managers to improve customer satisfaction, team development and overall profitability.

**DUTIES AND RESPONSIBILITIES**:
**People**
- Develops and Coaches RGM’s and Management team on day to day basis to ensure sound Operations skills and knowledge and strong behaviours in line with the YUM leadership Competencies
- Monitors RGM in recruiting, selecting and training employees to ensure restaurant’s staffing needs are attained in a timely/cost-efficient manner
- Responsible for quality training for restaurant management, including RGM, ARM and Shift Supervisor
- Ensures quality performance appraisal, Individual Development Planning (IDP) and People Plan Review (PPR) process, emphasising implementation of value-added developmental activities
- Selects, develops and assists Snr Trainer in certification of Skills Trainers who will support the region/area in training
- Drive a high-performance culture in area
- Proactively and consistently manage all in-area Employee Relations issues. Utilise the company code of conduct, at the earliest opportunity, so that all issues are managed in line with statutory requirements and employment law, updatingOps lead and HR as appropriate
- Plan and facilitate regular Area Management meetings in line with Success Routines. Meetings should be informative, interactive and business relative.
- Track team absence: taking action in line with company policy
- Manage area holidays in line with the needs of the business
- All statutory and company Health, Safety and Food Hygiene regulations must always be strictly adhered to and corrective action taken in a timely manner as necessary
- Actively promote safety and well-being of every employee, customer or contractor in line with company policy
- Ensure that all employees are fully trained on fire procedures, Health & Safety, Food Hygiene and Security/Robbery procedures
- Company Security Procedures to be rigorously followed to ensure the security of people, premises, stock, equipment, and monies at all times.

**Customer**
- Coach RGMs to create a customer focused environment which is appealing to KFC’s diverse customer base
- Interact with customers to obtain feedback
- Completes unannounced customer visits in line with success routines, provides coaching and feedback on results and works with RGM to action plan where issues occur
- Ensures all Foods/ Hospitality standards are met
- Ensures that GES weekly & period results are continuously reviewed, works with RGM and team to analyse and develop action plans, follows up and revises action plans, as necessary
- Manage all customer complaints in line with company policy, escalating issues to Ops Manager, where appropriate
- Monitor and implement programmes to improve order accuracy, speed of service, courtesy and cleanliness
- Coaches and models team involvement in problem solving to improve customer satisfaction
- Identifies and implements process improvements that drive customer satisfaction and profitability in conjunction with the Ops Manager
- Works with RGM to implement effective deployment and scheduling
- Follow up on any issues arising from customer audits, plan to ensure corrective action is taken in a timely manner as required.

**Sales**
- Through exceptional operational standards and a ‘maniacal’ approach to customer service, consistently seek to maximize the sales in their area
- Set and communicate Bold Sales Goals to the team, striving to consistently exceed sales targets
- Ensures rigorous execution of all marketing promotions, checking, team knowledge of products and prices, as well as product quality
- Develop a strong sales culture: provide RGM’s with a clear sales target for every week
- Understand their local competition within the area and increase visibility within the local community to ensure awareness of any common issues, competitor activity or forthcoming events that may impact the business
- Work with individual RGMs, where appropriate to create and execute local marketing activities to optimize potential sales growth
- Manage area incentives and drive regular recognition in store.

**Profit**
- Maximise the profitability of the area by understanding and controlling all costs (e.g. labour, food)
- Monitor daily, weekly, and periodically to ensure alignment to AOP (annual operation Plan) targets
- Develop a strategy to maximise profitability of their area by regularly reviewing sales, transactions and costs in line with business needs
- Develop a

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