Franchise Restaurant Specialist at Nando's

Minimum Requirements:

• A Degree or equivalent NQF level 7 qualification (Business Management, Hospitality Management)
• 4-6 years experience in senior management, in a food-related environment

KNOWLEDGE AND SKILL:

• Knowledge of restaurant operations including people, product and customer processes (Advanced)
• Knowledge of running of restaurants / business units (Advanced)
• Financial and business acumen (Advanced)
• Microsoft Office skills (Intermediate)
• Communication skills – both written and verbal (Advanced)
• Coaching and mentoring skills (Advanced)
• Conflict resolution skills (Advanced)
• Negotiation skills (Advanced)

Duties and Responsibilities

OPERATIONS AND COMPLIANCE MANAGEMENT:

• Conduct scheduled and unscheduled operational visits to all markets on a required basis
• Monitor all casa operations within the LM Middle East, South Asia and India markets, to ensure that they meet brand standard and operational compliance, including conducting regular casa site visits
• Monitor identified breaches and operational directives within the markets to ensure that these are rectified
• Address and resolve customer complaints that have been escalated above the markets Central Support (CS) teams. Where required, escalate to the GM for Middle East, South Asia and India
• Help the CS teams to identify, plan for and execute, areas for improvement to ensure ongoing operations trading whilst maintaining all brand, food safety and customer service standards
• Work with the CS team to identify and implement risk management and prevention controls in the markets in order to remain in compliance with the MFA and local country laws
• Work with the GM Middle East, South Asia and India and Design and Development, to ensure that new casas, relocations and revamp projects are successfully executed and signed off on handover
• Contribute to continuous improvement initiatives by identifying opportunities and or areas of improvement as well as selecting appropriate markets and casas for trials and supporting the process through to completion
• Collaborate with LM team to effect strategy in the markets
• Serve as the liaison between LM and CS teams to ensure effective communication and coordination of various initiatives
• Establish and maintain effective two-way communication between CS operations and LM team in an effort to promote a full understanding of the Nando’s strategy
• Implement Nando’s regulations and ensure strict compliance with brand standards, operating policies and procedures as well as Occupational Health and Safety and other related legislation
• Communicate and train markets on any new or amended processes, policies and practices as well as being able to convey the implications thereof
• Share learnings and oversee the implementation of best practice across the markets and their casas
• Identify and report any risk to senior management for analysis and mitigation
• Work with CS teams to close off snags after casa handover using the relevant platforms

MARKETING AND BUSINESS DEVELOPMENT SUPPORT:

• Provide feedback to the GM for Middle East, South Asia and India on marketing campaigns and promotions that have been launched
• Monitor competitors and advises GMs of any emerging trends
• Provide input into product and menu innovation ideas and campaigns

BUDGET AND FINANCIAL MANAGEMENT SUPPORT:

• Work within the LM approved budget for Middle East, South Asia and India
• Provide guidance and training around sound financial controls and measurements at a casa level
• Monitor and actively drive improvements of in-market casa business indicators (Sales; GP; TA; CC; Menu mix; Day parts; Complaints; Labour T/O; Payroll vs. T/O, Non-Financial KPIs)
• Conduct audits on the Back-Office System to ensure that turnover is being accurately reported

PEOPLE MANAGEMENT SUPPORT:

• Assist the People team with the Heart & Soul surveys, Compass and LM driven initiatives
• Inform the people team of any people related issues in the markets
• Participate and reports on the performance and potential of the CS teams and their direct teams.
• Assist the CS teams with inputs and providing coaching, mentorship and leadership to support problem solving, assess productivity and recommend changes where required
• Engage with Patraos, monitor and assist with highlighting any opportunities for development and coaching
• Identify and escalate individuals in casas and CS teams who do not meet the Nando’s requirements
• Foster collaboration through effective communication and relationship building

RECORDS MANAGEMENT AND REPORTING:

• Compile reports and consolidate information in a timeous manner as required by General Manager - Middle East, South Asia and India