Restaurant General Manager Polkadraai

**Overall Purpose of the Position**:
The purpose of this role is to manage a restaurant within the policies and guidelines of the company to build a great team, ensure customer satisfaction and profit maximization. The Restaurant General Manager (RGM) will perform hands-on work to train and develop employees, respond to customer service needs, and model appropriate behaviours in the restaurant. This role provides overall leadership through building a culture of recognition while motivating the team with the goal of operational excellence.

**Key Performance Areas (KPAs) & Responsibilities include, but not limited to**:
**Build People Capability**
- Facilitate restaurant training programmes and onboarding for all restaurant staff to company standard to enable them to maximise performance and realise their career potential.
- Coach on the floor; give regular feedback, recognition and corrective guidance to sustain high performance.
- Engagement & retention: Create a positive work environment; implement fair practices and processes, growth pathways and recognition.
- Performance management: Set goals, conduct reviews, and address performance/IR matters promptly.
- Recruitment and maintain Bench strength: Recruit, Develop Operational Leaders and maintain a healthy bench of developed and capable team members.

**Performance Indicators (People)**:

- Employee Engagement Score.
- Bench Strength & Internal Promotions
- Training Completion & Certification

**Deliver a Consistent Customer Experience**
- Ensure CHAMPS and brand standards are consistently met by the restaurant team, exceeding customer expectations and achieving audit/compliance standards.
- Forecast inventory, sales and staffing; develop staffing plans; manage food and supply orders to balance cost efficiency with operational needs
- Guide Restaurant Manager (RM) in effective deployment planning; address obstacles during peak trading
- Track, analyse, and identify root causes of customer complaints, SWS performance, and operational variances; develop SMART action plans or continuous improvement plans with the Area Coach to address issues and sustain standards.
- Plan and execute restaurant marketing initiatives; ensure effective execution of promotions to build traffic and grow sales
- Drive Customer-Focused Culture by setting the tone for a “customer-first” mindset, recognising great service, reinforcing hospitality behaviours, and holding all staff accountable for delivering a superior customer experience.

**Performance Indicators (Operations)**:

- CHAMPS/ROCC Audits
- Customer Complaint Resolution Rate.
- Operational Routine Compliance

**Grow the Brand, Sales and Profits**
- Ensures the team delivers strong sales performance, operating efficiency, and consistent business results.
- Manage staffing, inventory, cash handling, and other controllables while reviewing financial reports and take corrective actions to protect margins and drive cost efficiency.
- Ensure restaurant facilities and equipment are maintained to brand standards through preventive maintenance and timely upgrades.
- Accurately complete forecasting, budgets, and action planning to deliver business results.
- Support and execute new company initiatives and track results, ensuring effective rollout and adoption by the team.

**Performance Indicators (Strategic)**:

- Sales Growth vs Budget.
- Restaurant Profitability.
- Brand Initiatives Executed Success

**Ideal Requirements**
- Minimum Grade 12 / Matric
- Advantageous: Tertiary certification and/or Diploma in supply chain, Hospitality, or related field
- Essential: 3-5 years’ management or supervisory experience in a Quick Service Restaurant (QSR), retail or hospitality environment with proven ability to lead large teams and manage multiple shifts.
- Ability to interpret and act on P&L statements, manage budgets, control labour, food costs, and other controllables
- Proficient with MS Office (Word, Excel, PowerPoint, Outlook) and comfortable using POS systems and operational reporting tools
- Excellent understanding of CHAMPS, food safety, health & safety compliance, and operational excellence in a high-volume environment.
- Passion for coaching, mentoring, and succession planning to foster growth and leadership within your teams
- Willingness to work shifts, evenings, weekends and public holidays in line with business needs.

**Key Personal Inherent Characteristics**
- Customer service oriented with ability to cultivate and sustain a “customer-first” culture.
- Leadership and team-building skills with excellent interpersonal and communication abilities.
- Conflict resolution and effective problem-solving skills.
- Results-driven with high accountability and resilience under pressure.
- Operational excellence in fast-paced environments with high attention to detail
- Effective time management, planning, and organizational skills.
- Passion for developing people and fostering a positive team culture.

**Details**:
Area: Kuilsriver