Job Description

Main Purpose of the Position
To provide effective supervision and leadership to team members by ensuring adherence to company policies, procedures, and standards in areas such as product quality, administration, hygiene, maintenance, customer service, labour utilization, and employee relations. This role also includes acting as a relief for the Assistant Restaurant Manager when required.
Key Responsibilities
Operational Excellence

• Ensure CHAMPS standards (Cleanliness, Hospitality, Accuracy, Maintenance, Product, Speed of Service) are consistently met.
• Manage shifts in line with company policies to maximize sales, efficiency, and profitability.
• Allocate shift responsibilities and monitor team performance.
• Oversee maintenance procedures and report issues to the Restaurant General Manager (RGM).
• Implement safety and security procedures for employees, customers, and company assets.

People Management

• Support the RGM & ARM in training and developing staff to reach their full potential.
• Promote and model company culture and values.
• Encourage team engagement and recognition through CHAMPS and other initiatives.
• Assist in recruitment, onboarding, and performance management.
• Ensure compliance with labour laws and internal policies.

Customer Service

• Drive a customer-centric culture by coaching team members on service excellence.
• Handle customer complaints effectively and ensure follow-up.
• Monitor and maintain product quality and availability.
• Ensure compliance with food safety and hygiene standards.

Sales & Profitability

• Support the RGM & ARM in communicating profitability goals and performance metrics.
• Monitor and control labour, food, and operational costs.
• Ensure accurate cash handling and adherence to banking procedures.
• Promote upselling and local store marketing initiatives.
• Assist in forecasting and scheduling to meet business needs.

Skills & Competencies
Language & Communication

• Excellent command of English
• Strong verbal and written communication skills

Numerical & Financial

• Strong numeracy skills
• Basic understanding of financial principles

Technical

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

Cognitive & Leadership

• Guest orientation and service excellence
• Coaching and development
• Delegation and follow-up
• Accountability and dependability
• Planning and organizing
• Listening and feedback
• People development and teamwork

Attributes

• High personal standards and integrity
• Strong commercial acumen
• Excellent planning and time management
• Resilience and flexibility
• Strong coaching and leadership skills
• Team player with a sense of urgency
• Willingness to work weekends and holidays

Minimum Requirements

• Education: Grade 12 or equivalent
• Experience: Minimum 2 years in a supervisory role (fast food industry / QSR preferred)
• Other:

• Must be able to work shifts, weekends, and public holidays
• Reliable, honest, and hardworking with contactable references
• Valid South African ID
• Clear criminal record
• Must be contactable 24/7 via a reliable mobile phone

Important Notes

• This job profile may be updated to reflect changes in the role.
• Additional duties may be assigned as required by the business.
• The role is linked to performance reviews, competency assessments, and development plans.

Skills Required