Job Detail

Job Description

• Coordinates the development and implementation of training programs and manuals to achieve high operating and service standards, and consistency in the Operations Service Department.
• Assures that effective orientation and training for new staff and professional development activities for the current staff are planned and implemented.
• Ensures that training standards are adhered to by administering exams and monitoring to ensure positive results.
• Ensures that operational and training standards are consistently followed and executed by all managers including Area Managers.
• Review N.P.S ratings, staff conduct and guest feedback to determine areas where things can improve and come up with innovative solutions to the problems.
• Diagnoses issues affecting branches with the input of Head of Restaurant Operations and the Customer Relations Manager – Operations. This will be driven, largely, by analysis of customer feedback.
• Oversees customer service audit check lists and shares reports after the audits.
• Review and audit of current standards plus corrective action.
• Audits the relevance of the S.O.Ps in place to determine what is maintained, discarded, or can be improved.
• Regular branch audits to be conducted.
• Establishes quantity and quality output standards for staff in all positions within the department.
• Able to give feedback regarding staffing based on customers and staff reviews to enable the business to succeed.
• Monitor Performance Development Plans (P.D. Ps) and evaluate reviews for staff members in the Operations department, ensuring adherence to attaining them and maintaining timelines.
• Accountable for maintaining excellent Customer Service in all Business Units/Branches.
• Monitor customer complaints related to quality and service rendered, by the Guest Relations Team, to ensure that we offer proper service recovery to our guests.
• Manages the administrative roles in the Operations Department including leave and Public Holiday administration, managing operations-based technology, establishment tracking and accuracy of labor allocation.
• Actively participates in recruitment of staff.