Restaurant General Manager; Succession Pathway x2

Location: Northern Cape Region (Initial Training at Douglas, Hartswater or Schweizer; future placement may include KFC Kathu, Upington or Kalahari Mall)

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.

In addition, this role includes a structured succession pathway, starting with a training phase to build capability before assuming full RGM responsibilities. Successful progression to the RGM role is subject to passing all required training and certification assessments.

Key Performance Areas (KPAs) & Responsibilities include, but not limited to:
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 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, analyzing, and identifying root causes of customer complaints, SWS performance, and operational variances; develop SMART action plans or continuous improvement plans with the Area Coach 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

Ideal Requirements
• Minimum Grade 12 / Matric

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

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