SUMMARY:
Hiring a customer-centric Area Coach with expertise in the Hospitality, Retail or Tourism sector, to achieve top customer satisfaction levels across all business units in the region.
POSITION INFO:
Leading international fast-food franchise is expanding their operations.
Duties and Responsibilities
The Area Coach is key to achieving Customer Satisfaction and overall unit performance. As a leader in the market, the Area Coach will need to deliver against a balanced scorecard in the main areas – People, Customers, Sales and Profit. With operational responsibility, the Area Coach will spend two-thirds of their time conducting structured and tailored restaurant visits (in Lusaka, Ndola, Kitwe and Chingola), in support of the Restaurant General Managers and their team.
Key Areas of Responsibility:- Develops and Coaches RGMs and Management teams on a day-to-day basis and according to the company's internal career development and training programmes
- Ensure the proper application of the quality appraisal, Individual Development Planning and People Plan review processes throughout the region
- Drive a high-performance culture through learning, coaching, talent pipeline management and recruitment
- Proactively and consistently manage all in-area Employee Relations issues ensuring these are managed in line with statutory requirements and employment law and keeping HRBPs and Operations Managers appropriately update
- Track absenteeism across the region, manage area holidays in line with business needs
- Prepare and plan for weekly business reviews and periodical Balance Score Card and P&L review with the Operations Manager
- Analyse company sales, transactions and cost results to drive business performance.
Competencies, Skills and Other Requirements:- Customer Service Satisfaction, Coaching and training, Leadership, Accountability, Restaurant services training
- A background in Hospitality and Tourism
- Minimum 5 years of senior leadership gained in the fast-food restaurant/retail/ hotel industry
- Must be a Zambian national with a clear criminal history
- Tertiary qualification/diploma in education is preferable
- A full, valid driver's license is essential
- Strong commercial skills and business acumen
- Strong coaching skills that can achieve results through the team in a collaborative fashion
- Leadership, coaching and people management skills (basic HR/ disciplinary / grievance process)
- Strong figure acumen and proficiency in Excel (working in a digitised environment)
- Commercial Awareness and understanding of P&L
- High customer focus
- Shortlisted candidates may be required to take and pass an online assessment.
- Background checks (academic, reference and other forensic checks will be conducted)
Applicants who have not been contacted directly by a consultant via email/SMS/telephone call within two weeks of applying should assume their application is unsuccessful. If you have a passion for the hospitality industry and proven experience in restaurant management, we would like to meet you. Apply now to be part of our dynamic team,
click on the APPLY button to upload your CV to our database.
