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Job Summary
The main purpose of the role is aimed to be responsible for the overall administration and operation of your respective branch to maximise profits, ensure food/beverage/service quality meet the required standards set by Cosmo. You will lead, direct and support the restaurant teams to maintain a high level of staff performance and engagement to ensure a great customer experience. You will also act as the communicator between the individual restaurants and the Cosmo Restaurant Support Centre.
Focus on Guests
•Ensure superior customer service, in all aspects of guest interaction, is provided by the respective branches
•Monitor all the steps of service, and ensure the service standard set out in COSMO’s SOPs are followed consistently
•Ensure customer feedbacks are responded efficiently and customer complaints are handled and solved in a professional and timely fashion.
•Reviews and Monitors all guest feedback addressing any issues
Team Champion
•Conduct and monitor all local recruitment activity to ensure correct process is followed, and ensure staff files are up to date and eligibility documents are legal.
•Create a harmony and caring working environment for all staffs, built up a rapport team with commitment and motivation
•Control staffing levels including approval for all additional or replacement staffs, oversee staff schedules per Labour Hospitality system, forecasted revenue, and control casual labours and overtime, to minimise FOH spend cost with abilities to predict weekly sales based on L4L restaurant performance.
•Coach; provide assistance or solution to staffs when they encounter difficulties
•Check the training result through all staffs’ daily performances. Delegate to qualified trainer to retrain if necessary
•Ensure all COSMO’s Learning & Development programmes are effectively used and provided within the respective branches
•Ensure all investigations and disciplinary processes in relation to any staff conduct issues are followed properly
Brand Excellence
•Ensure the quality of food / beverage / service provided are consistently maintained
•Communicate with the Head Chef to ensure food prepared, quality, taste, and temperature are of the COSMO’s standards and adhere to Food Safety Act consistently all the times.
•Walk all restaurants front and back of the house areas regularly to check on set-up, service, food quality, general maintenance, and cleanliness
•Drive restaurant management team to resolve any defect from service to environment issues in a timely manner, so the team can improve quality of operation
•Ensure all Health & Safety and Food Hygiene policies are adhered to, protecting employee & customer safety
•Monitor production schedules and food safety
•Ensure compliance with licensing, hygiene and health and safety legislations/guidelines
•Monitor and check all operations followed by standards and comply to the relevant laws and regulations
•Ensures that the COSMO’s Health and Safety standards is strictly followed, including the cleanliness of all restaurants and bars, personal hygiene standards for all food handlers and quarterly Hygiene Audits.
•Conduct COSMO restaurant brand standards audits to ensure that required standards are being adhered to and implemented consistently
Communication
•Ensure that the company’s goals, targets and strategies are communicated effectively to all levels.
•Share information from Head Office with restaurant teams to create day to day operation awareness
•Conduct restaurant meetings with managers and review on maintenance status, purchases and expenses, highlight achievements, problems and challenges, and specific training courses
•Communicate to teams during morning briefings, when on restaurant visits.
•Immediately communicates to the staff and managers, any changes in policy & procedure, or any other directives from the Operations Team/Head Office.
•Ensure smooth and effective communication between Operations and other departments
Restaurant Operations
•Work and liaise with COSMO’s maintenance and project teams on all expenditure.
•Approve estimates for Repairs & Maintenance. Follow up on projects to ensure they are completed in a timely, quality fashion and on budget
•Manage minor capex to ensure they are completed on time and within budget
Drives Business/Succession/Change
•Drive for achieving restaurants’ budget and financial result for the fiscal year
•Ensure budgeted sales and profit margins of respective branches are met or exceeded (monitor daily, weekly, monthly, quarterly, annually)
•Monitor and ensure the labour cost is well controlled and labour Hospitality system is being consistently utilised in the respective branches
•Ensure the productivity of respective branches meet COSMO’s benchmark
•Investigate any discrepancies around stock inventory issues and cash shortages until fully resolved
•Conduct Performance Review for management staffs and address performance issues in their early stages to avoid corrective action, when possible, using Personal Development Plans and Performance Improvement Plans where appropriate.
•Conduct annual pay reviews on all direct reports. Ensure annual pay reviews of all employees are completed in a timely, thorough fashion
•Ensure top talents in the assigned branches are well engaged, motivated and developed
•Continually develops team to ensure all roles are filled and succession line is in place.
•Oversee the implementation of all marketing campaigns (company & site specific)
•Liaise with the Marketing Department, providing feedback to the effectiveness of initiatives
•Follow up on any food initiatives, promotions and new products
•Monitor and drive management teams of respective branches to achieve targets
•Monitor stock and delivery performance from managers and supervisors
•Constantly looks for ways to improve their restaurant operations.
