GM - Operation - Restaurant Chain

DIL - Job Description

ROLE OUTLINE

Job Title: General Manager - Operations

Job Code:

Division: COSTA

Department/ Location: Operations - Mumbai

Reports to: CEO – Costa (India)

Immediate Subordinates: Regional Manager

Grade/ Steps: M-7

CORE PURPOSE OF THE JOB

- To be responsible for running of GREAT RESTAURANTS in an assigned region by ensuring targeted SSSG & BSC Scores are met, COSTA Operational Standards are met and adherence to systems of DIL is followed 100 %

AREAS OF RESPONSIBILITY (AOR)

- Steering Operations for the assigned area as allocated / budgeted with an aim to achieve higher targeted sales and profitability

- Conceptualizing and implementing Sales and Marketing (Company Tie-Ups and other promotional events etc) plans in tune with the macro business plans, thereby achieving profitability

- Formulating Reports like Cost Analysis, Daily Sales Reports, Expense Statements and Weekly/Monthly Profit & Loss Statements

- Building solid customer relations such that at least 40% of the first time customers become regular/frequent customers

- Running his assigned area as a Profit Centre Head and delivering as planned & budgeted

- Developing OWNERSHIP in the Operations Store Staff for all the stores in his assigned area

Success Indicator

- ZERO ERRORS in terms of preparation, supervision or monitoring of all Operational SOPs

- New Initiatives under Marketing as directed by Corporate Office (Marketing Calendar)

- Achieved SSSG, COS (as against Budgeted)

- Increase in Footfalls/ASPD/APC & Reduction is wastages & pilferages

- Updated & correct reports with positive figures over previous period

- Highest level of Customer Satisfaction

- Reduction in TMTO or higher Retention Percentage

WORK ACTIVITIES:

- Utilizing customer service skills and public relation skills to develop successful business and community relations

- Building team’s capability for conducting weekly Review at the Area level.

- Ensuring quality services, resulting in customer delight & optimum resource utilization for maximum service quality.

- Motivating and mentoring staff, providing necessary tools to exceed company expectations.

- Scheduling the Duty Roster of staff in a manner so as to best control labour cost at store-level & ensuring maximum resource utilization

- Bench planning to achieve internal growth hence enhancing morale of the team the same lead to retention and enhanced productivity in the organisation

DIL - Job Description

JOB FEATURES:

Job Dimensions (Quantifiable job features – E.g. Volumes handled, Revenue and budget size, No. of subordinates, No. of Suppliers, No. of Customer’s served, Variety of functional areas handled):

Business Volume

Work Volume

Others

Entire Western India Region

All operational level actions & activities

Job Context (Circumstances characterizing the job: Working hours, location, stress, physical conditions, and resources available):

The job holder will be working as per the Company Standard working hours. However, the candidate may from time to time, have to work at odd hours, in order to meet the deadlines. Will have One (1) Weekly Off

KEY RELATIONSHIPS

Internal (i.e., colleagues, other business units)

External (i.e., suppliers, customers, service providers)

Will be reporting to Brand Head – CEO Will closely interact with Regional Manager as well as all Area Managers Will interact with all departmental personnel on need basis

Food & Beverages Vendors (Mars Restaurants or Bake Byte etc)

PERSON SPECIFICATION

QUALIFICATIONS:

Essential (i.e., must posses)

Desirable (i.e., added advantage, not compulsory)

Bachelor’s degree in Hotel Management / Catering Technology

Master’s degree in Hotel Management, Catering or Tourism Management MBA in Operations Management / Retail / Hospitality is desirable.

RELEVANT EXPERIENCE:

Essential (i.e., must posses)

Desirable (i.e., added advantage, not compulsory)

Minimum Fourteen (12) Years of Overall Experience out of which at least 5 years should be in the Hotel/Fast Food/Restaurant Industry at an Operational level

Around Eight 16 Years of work experience in similar line & industry

COMPETENCIES (Technical, Operational, Managerial, Human & Cultural Requirements)

Essential (i.e., must posses)

Desirable (i.e., added advantage, not compulsory)

a) Highly Self-Motivated and energetic personnel with a very focussed approach plan

b) Having demonstrative ability to increase sales and profitability store-wise and for the assigned area allocated

c) Good inter-personal and organizational skills

a) Great leadership skills, with a solid approach towards motivation of staff

DIL - Job Description

Salary Package- 20 to 22 lpa

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