Restaurant Manager

Key Job responsibilities.

Financial 

• Achieve the budgeted financial targets for the store. 
• Monitor and manage delivery systems to achieve and maintain Delivery KPIs, including Trade Zone Analysis, In-store Time, and Peak Readiness Preparation.
• Ensure compliance with Food Safety standards and maintain standard operating procedures for product receiving, storing, breading, packing, and bagging.
• Optimize equipment utilization, conduct opening and closing procedures, preventive maintenance, and ensure proper daily equipment use to minimize operational costs.
• Maintain high levels of safety and security using approved tools and protocols.
• Develop and execute the Restaurant Business Action Plan monthly, focusing on cost control, revenue generation, and profitability.
• Conduct daily performance briefings and weekly sales reviews with Assistant Restaurant Managers and Shift Supervisors to track financial performance and identify areas for improvement.
• Implement strategies to increase average check and delivery transactions, monitoring cashier objectives per shift, and rewarding top performers.
• Manage labor costs effectively, conduct daily, weekly, and monthly inventory checks, and review COG variances to ensure optimal food cost management.
• Monitor and manage utilities consumption, waste management, and cleaning materials usage to control operational expenses.
• Execute acute case action plans to address immediate financial concerns and mitigate potential losses.

Customer

• Ensure the highest levels of customer satisfaction by providing superior service, improving order accuracy, delivery time, courtesy, and cleanliness.
• Train and develop in-store delivery drivers to embody a customer-centric mindset and provide them with necessary uniforms and safety equipment.
• Respond to, track, analyze, and address customer complaints promptly, striving to exceed customer expectations.

• Manage call centers, online, and aggregator orders, ensuring delivery standards are met, and execute delivery marketing and promotions plans.

  
  

• Conduct monthly Quality, Service, and Cleanliness Delivery Inspections to maintain service standards.

  
  

• Conduct regular guest satisfaction walks, resolve customer complaints using approved techniques, and actively monitor Guest Experience Survey (GES)  results and feedback.

  
  

• Ensure completion of Front of House (FOH) track in Learning Management System (LMS) and address any negative feedback received through GES and We Care complaints.

  
  
• Conduct table visits during each shift to solicit and act on guest feedback, inspiring and recognizing the team for customer-centric behavior.

Internal Business Process

• Develop and execute the LSM calendar to drive local store marketing initiatives and enhance brand visibility.
• Implement operational procedures consistently, including receiving, storing, breading, packing, and bagging, to maintain quality standards.
• Socialize and deploy objectives to all frontline team members, ensuring alignment with company goals and targets.
• Track and analyze delivery KPI performance, update the POD optimizer regularly, and manage call center, online, and aggregator orders efficiently.
• Conduct monthly team meetings and pre-shift briefings to align the team with updates and targets, fostering effective communication and teamwork.
• Implement and manage in-store training and development programs, draft Individual Development Plans (IDPs), and monitor progress through the Learning Management System (LMS).
• Set performance objectives and KPIs for the team, review performance periodically, and provide coaching and support as needed.
• Resolve second line and team member issues and concerns promptly, foster effective teamwork spirit, and promote diversity and inclusion in the workplace.

People 

• Ensure that the Vision, Mission, and Values of the organization are instilled and lived by management and team members in their day-to-day activities.
• Recognize and celebrate team achievements, resolve team member issues and concerns, and build and maintain effective teamwork spirit.
• Set performance objectives and KRAS for the team, review performance periodically, and provide coaching and support as needed.
• Draft IDPs for team members, manage the bench planning system along with the T&D team, and maximize the development of high-potential employees.
• Actively manage onboarding and orientation for newly hired team members, leveraging technology through LMS and monitoring progress.
• Foster a performance-centric culture by promoting a positive work environment, setting clear expectations, and providing ongoing feedback and recognition.

Qualifications, Experience & Skills:

• Bachelor’s degree in business administration, Hospitality Management, or a related field is highly preferred
• Arabic skills are an advantage
• Shawarma industry background is a strength
• Certification or training in food safety and restaurant management is preferred.
• Continued education and professional development in leadership and management practices.
• Minimum of 5 years of progressive experience in restaurant management, preferably in the Quick Service Restaurant (QSR) industry.
• Proven track record of successfully managing restaurant operations, driving sales, and achieving financial targets.
• Experience in leading and developing high-performing teams, fostering a positive work culture, and ensuring customer satisfaction.
• Knowledge of local health and safety regulations, food safety standards, and best practices in restaurant operations.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve excellence.
• Exceptional customer service orientation, with a focus on creating memorable dining experiences and resolving customer concerns.
• Sound financial management skills, including budgeting, cost control, and profitability analysis.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with diverse stakeholders.
• Proficiency in problem-solving and decision-making, with the ability to handle challenging situations calmly and effectively.

Key Result Areas:

• Revenue Performance of the store.
• Quality assurance and audit performance.
• Customer satisfaction.
• Team performance engagement and motivation
• Operational efficiency.
• Cost management & bottom line performance.