Restaurant General Manager; Succession Pathway

Overview

Location: Garden Route Region
Initial Deployment: KFC Voorbaai (Initial Training at Voorbaai or Heiderand)
Future Scope: Heiderand, Kwanonqaba, Plettenberg Bay, George, Oudtshoorn

Overall Purpose of the Position:
The purpose of this role is to manage a restaurant within the policies and guidelines of the company to build a great team, ensure customer satisfaction and profit maximization. The Restaurant General Manager (RGM) will perform hands-on work to train and develop employees, respond to customer service needs, and model appropriate behaviours in the restaurant. This role provides overall leadership through building a culture of recognition while motivating the team with the goal of operational excellence.

This role forms part of a structured succession pathway, starting with a supervised training phase at Voorbaai or Heiderand before assuming full RGM responsibilities. Successful progression depends on passing all required training modules and certification assessments.

Build People Capability

• Facilitating restaurant training programmes and onboarding for all restaurant staff to company standard to enable them to maximise performance and realise their career potential.
• Coaching on the floor; give regular feedback, recognition and corrective guidance to sustain high performance.
• Engagement & retention:
  Creating a positive work environment; implement fair practices and processes, growth pathways and recognition.
• Performance management:
  Setting goals, conducting reviews, and addressing performance/IR matters promptly.
• Recruitment and maintaining Bench strength:
  Recruiting, Developing Operational Leaders and maintaining a healthy bench of developed and capable team members.

Performance Indicators:
Employee Engagement Score, Bench Strength & Internal Promotions & Training Completion & Certification

Deliver a Consistent Customer Experience

• Ensuring CHAMPS (Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality, Speed of Service) and brand standards are consistently met by the restaurant team, exceeding customer expectations and achieving audit/compliance standards.
• Forecasting inventory, sales and staffing; develop staffing plans; manage food and supply orders to balance cost efficiency with operational needs
• Guiding Restaurant Manager (RM) in effective deployment planning; address obstacles during peak trading
• Tracking, analysing, and identifying root causes of customer complaints, performance, and operational variances; develop SMART action plans or continuous improvement plans with the Area Coach (AC) to address issues and sustain standards.
• Planning and executing restaurant marketing initiatives; ensuring effective execution of promotions to build traffic and grow sales.
• Driving Customer-Focused Culture by setting the tone for a “customer-first” mindset, recognizing great service, reinforcing hospitality behaviours, and holding all staff accountable for delivering a superior customer experience.

Performance Indicators: CHAMPS/ROCC Audits, Customer Complaint Resolution Rate & Operational Routine Compliance

Grow the Brand, Sales and Profits

• Ensuring the team delivers strong sales performance, operating efficiency, and consistent business results.
• Managing staffing, inventory, cash handling, and other controllables while reviewing financial reports and take corrective actions to protect margins and drive cost efficiency.
• Ensuring restaurant facilities and equipment are maintained to brand standards through preventive maintenance and timely upgrades.
• Accurately complete forecasting, budgets, and action planning to deliver business results.
• Supporting and executing new company initiatives and track results, ensuring effective rollout and adoption by the team.

Performance Indicators:
Sales Growth vs Budget, Restaurant Profitability & Brand Initiatives Executed Success

• Minimum Grade 12 / Matric
• Advantageous:
  Tertiary certification and/or Diploma in supply chain, Hospitality, or related field
• Essential: 3-5 years’ management experience in a Quick Service Restaurant (QSR), retail or hospitality environment with proven ability to lead large teams and manage multiple…