About the position
About the Role:
The Branch or Shop Manager will be responsible for overseeing all aspects of daily shop operations and customer experience. This role is crucial for ensuring the smooth running of the shop, maintaining the Lebanese Bakery and Kitchen's consistent, high-quality standards in both products and service, and contributing to the growth and reputation of the business within the community. The manager will lead the shop team, manage resources effectively, and ensure an excellent experience for every customer.
Key Responsibilities
? Production:
- Implement production processes and schedules as needed.
- Oversee the production process to meet delivery timelines.
- Oversee regular equipment and workspace maintenance.
- Record data of equipment maintenance and costs.
- Monitor product standards and implement quality-control programmes.
- Supervise all activities within the production process, including maintenance and the
- Implement and enforce production policies and SOPs.
- Implement organisational/production changes on an operations level when required (e.g., menu changes, business growth).
- Liaise with Production Manager and production staff in different departments (Doner, Kitchen, Bakery, FOH & other support etc.)
- Ensure that production goals and plans are achieved.
- Identify major production issues affecting delivery and assist the Production Manager with devising the necessary action plans to resolve.
- Extract production data from the POS system (daily, weekly, monthly) and assist the PM in devising relevant reports.
- Implement actions from the production progress reports (daily, weekly, monthly).
- Implement action plans to control food and labour costs without compromising quality.
? Quality Assurance & Customer Experience
- Ensure the shop consistently delivers top-quality products, presented appealingly, and served correctly.
- Uphold the high standards and values of the organization, contributing to its reputation for excellence.
- Maintain strict hygiene and safety standards within the shop, including food safety regulations, to mitigate risks to products, customers, and staff. This
- Define and implement service quality standards, ensuring staff provide excellent customer interaction and efficient service.
- Monitor product and service standards on a daily basis.
- Conduct regular quality checks within the shop, including checking product presentation, temperature, taste (where applicable), and service interactions.
- Ensure cleaning schedules are planned and adhered to regularly.
- Handle customer feedback and complaints regarding quality and service.
? Shop Operations & Performance Monitoring
- Monitor the shop's operations to ensure smooth and efficient operation
- Analyse sales data from the POS system on a daily, weekly, and monthly basis to understand performance and identify trends.
- Track and analyse stock usage within the shop weekly and monthly.
- Monitor wastage and shrinkage weekly and monthly.
- Implement and monitor processes to control food and labour costs within the branch, without compromising quality.
- Analyse shop budgets and continuously control operational costs, identifying opportunities for expense reduction.
- Identify any major operational issues affecting service delivery or customer experience and devise action plans to address them.
- Implement a process for managing and documenting wastage,
- Prepare and report on sales performance, stock usage, wastage, and key operational metrics on a regular basis (daily, weekly, monthly).
- Devise action plans to address stock usage, wastage and operational metrics
- Liaise with managers in different departments (e.g., Finance, Suppliers, HR) regarding branch needs and performance.
? Staff Management & Supervision
- Supervise and motivate employees working in the shop to foster a positive and collaborative team environment.
- Manage all staff within the shop (including aspects like contracts, leave, sick days, pay information liaison).
- Delegate tasks and responsibilities effectively among the team.
- Monitor and report non-attendance.
- Initiate staff discipline and manage disciplinary action/conflict within the shop, in conjunction with HR.
- Participate in new hires and interviews for shop staff.
- Conduct performance management and appraisals for the shop teams.
- Conduct regular team meetings to ensure operational effectiveness and efficiency.
? Planning
- Plan work schedules and manage staff rotation and shifts to ensure adequate coverage for shop operations.
- Schedule regular cleaning and basic equipment maintenance checks within the shop.
- Draw up daily/weekly operational plans to align with production plans and required service levels.
- Coordinate with the Production Manager to ensure stock orders from suppliers are aligned with shop needs.
? Training
- Identify training needs for shop staff.
- Train staff in product knowledge, service standards, operational procedures, quality standards, hygiene practices, and company values.
- Monitor ongoing adherence to standards after training.
? Stock Control
- Manage daily stock levels in line with sales and production usage.
- Order stock from suppliers weekly or when required.
- Conduct quality checks on stock delivered to the shop.
- Ensure that stock is safely stored.
- Conduct regular checks of stored stock to ensure within expiry periods
- Conduct stock takes twice a month.
- Keep accurate records of stock takes and update figures on the stock system.
? Hygiene and Safety:
- Assist the Production Manager in Implementing SHEQ initiatives and objectives.
- Assist the Production Manager in implementing food safety regulations.
- Ensure that hygiene and safety objectives are met.
Qualifications and Experience Requirements:
- A minimum of 3-5 years of experience in a management or supervisory role in the food service industry, preferably in a restaurant, café, or similar customer-facing environment.
- Matric certificate.
- Relevant qualification in hospitality, restaurant management, or operations would be advantageous.
Other Key Skills and Competencies:
- Proven ability to lead and motivate a diverse team in a customer-facing environment.
- Excellent Organisational and planning skills, with a demonstrated ability to manage schedules and meet service timelines.
- Strong communication and interpersonal skills, particularly in customer interaction and team leadership.
- Ability to problem-solve and make sound decisions quickly in a dynamic retail/restaurant environment.
- Flexible and adaptable to changing needs and priorities.
- Passion for food and customer service.
Additional Duties and Responsibilities:
There might be additional responsibilities required of this role depending on the specific needs and future plans of the company. These will be discussed as these needs arise.
Desired Skills:
- Branch Management
- Team Motivation
- Retail Team Management
