Multi-site Restaurant Supervisor

About the job

JOB DESCRIPTION:

Multi-site Restaurant Supervisor – Fixed-Term Contract

 Primary Location: Westlands, Riviera, Kilimani, Karen 

Direct reports: Part-time Staff (maximum 10)

Reports into: Snr Operations Manager & Business Partner

 

Job Brief

Cover the off-days and annual leave periods of the resident Kitchen & Service Supervisor of each Mama Rocks location ensuring smooth operations and handovers. To engage the junior team, casuals and part-timers to deliver great guest experiences and profitable top line sales for the company. You are responsible for the overall operations and productivity over multiple locations, ensuring that targets and service standards are met. 

Role Description 

Duties and responsibilities include but are not limited to:

 

Back of House

● Leading by example in the supervision, observation and training of your team of Line Cooks and Servers and to assist as needed. It is your duty to motivate, up-skill and supervise the team.

● Follow and complete checklists for branch operations and ensure Junior team do the same (spot check allocated tasks given to the junior team). 

● To record absence and arrange replacements for team members who are not on duty.

● Conduct daily briefings with staff regarding changes, messages from the Leadership Team, to outline expectations and branch performance.

●To actively prepare customer orders alongside line cooks  if required during busy periods or where staff are unexpectedly unavailable.

● To regularly check kitchen equipment and to book maintenance/repair/ replacement/ additions.

● Ensure compliance with all health and safety regulations within the kitchen area and service area.

● To ensure appealing plate presentation of every dish that leaves the kitchen.

● To ensure that customers receive their orders in a timely manner and are communicated to about the status. 

● Accurately monitor food stock and place orders from the central stores. 

● Receive goods delivered and accurately record items in our stock management system whilst checking for freshness (discard and report any out-of-date items, or items below standard).

● To take part in daily/monthly stock take.

● Coordinate customer orders when scheduled to do so.

● Control operational costs and identify measures to cut waste.

 

 Front of House 

● Coordinate daily Front of the House operations (assign zones, ensure steps of service and hygiene practices are followed by team)

● Ensure that the service team deliver superior service and maximise customer satisfaction (presentation, availability of servers, accuracy of orders placed, up selling skills etc) through observation and feedback. 

● Respond efficiently to customer complaints, resolve to satisfaction and escalate or seek advice from Operations Manager for those that you cannot handle.

● Keep Feedback logs up to date and engage with Operations Managers to see how it can be acted upon to improve service delivery.

● Manage restaurant’s good image and suggest ways to improve it.

● Create detailed reports on weekly, monthly and annual revenues and expenses.

● Coach the team to meet sales targets.

● Meet deadlines as given by the Senior Restaurant Operations Manager & Business Partner

● Promote the brand in the local community through word-of-mouth and recommend ways to reach a broader audience.

● Engage with City Council, Media, potential suppliers and customers in a professional manner.

● Deal with any voids as a result of mistakes.

● Verify & sign-off staff discounts. 

● Keep a log of any non-cash tips paid to the team. 

 

Handover Administration & Communication 

Write clear and direct handover notes for the Kitchen & Service supervisor whose branch you ae covering, detailing and stock, people or customer issues that need to be addressed, noted and followed up on. 

Pro-actively communicate issued to the Restaurant Ops team, Kitchen & Service Supervisor, Stock Controller, Purchasing or Finance where necessary.

Record and sign-off staff hours accurately, especially for casuals and part-timers.

Team Management - Promote a team environment by fostering respect, providing coaching and feedback, recognizing achievements. Escalating any employee concerns and communicating them effectively to the Senior Operations Manager. Work with Kitchen & Service Supervisors to ensure we have a people plan – (staffing levels) to meet guest and business needs within budget.

 

Qualifications:

Essential Competencies

Working knowledge of Excel & Word – this is non-negotiable.

Must have been a line cook or junior chef for a minimum of 12 months – this is nonnegotiable 

Must have used a POS system. 

MUST  have working knowledge of stock control and have actively used a stock control system. 

MUST have been a supervisor or above level with a fast-paced restaurant. 

MUST have previous experience of using electronic Stock Management system

Desired attributes/skills

Guest Focus – anticipate and understand guests’ needs and exceed their expectations.

Passion for Results – set compelling targets and deliver on commitments.

Problem Solving and Decision Making – make good decisions based on analysis, experience and judgment.

Building Effective Teams – get the right people in the right places, enabling them to make decisions and celebrate success as a team.

Conflict Management – use interpersonal skills to confront tough issues and resolve disagreements constructively.

Developing Direct Reports and Others – provide honest feedback to team members, actively coaching and supporting them to achieve personal and professional goals.

 Hands-on experience with various kitchen equipment (e.g., grillers and fryers)

Advanced knowledge of culinary techniques

Knowledge of health, safety and hygiene practices and their application

Strong interpersonal skills

Strong attention to detail 

Previous experience of managing teams and developing/ guiding the work performance of others

Strong problem-solving skills and initiative 

Ability to interpret financial information. 

Good knowledge of use of MS packages (Word, Excel) and POS systems

Teaching and mentoring skills 

willingness to tackle issue with staff as and when they arise and no fear of disciplining subordinates. 

Resilient personality and ability to use feedback towards own development.