Job Description: Manager

NEXOR LIMITED T/A HELL PAPAMOA is seeking a capable Manager to oversee the overall restaurant operations at Papamoa Beach, Tauranga, including staff management, customer service, sales, profitability, stock control, and compliance with HELL brand standards. This full-time position offers a minimum of 30 hours per week, with an hourly pay rate of $30.00 to $35.00, depending on skills and experience.

Purpose

Manage all aspects of the business, with a view to improving sales & profitability, maintaining customer loyalty, promoting the HELL brand, and complying with all administrative responsibilities.

Specific duties and responsibilities

Staff Management

• Ensure staff are fulfilling roles and conducting themselves to brand standards and policies.
• Manage staff costs, accordingly, ensuring the business is profitable and also meeting customer service standards and other brand standards.
• Develop a fun and productive team culture, proactively creating and running incentive and reward initiatives to improve performance and retain staff.
• Ensure product quality and customer service are of the highest standards.
• Delegate cleaning and other such responsibilities, leading by example wherever appropriate.
• Ensure all staff are trained to efficiently carry out their assigned duties, and track training of each employee using the Hell Training Tracker.
• Constantly look to up-skill staff and develop a well-resourced team at all times.
• Plan and create rosters and ensure the store is sufficiently staffed at all times.
• Ensure all employee records are correctly kept up to date in payroll system, and that all legsislation and best proactive with employees is followed at all times.
• Recruit, interview, and induct new employees to ensure staff of the highest calibre are working in the store.
• Review staff performance and proactively apply pay reviews where appropriate.
• Manage any staff disciplinary procedures.
• Responsible for hiring and dismissing staff, with full responsibility for staff performance monitoring, performance mapping, and performance reviews.

Marketing & Promotions

• Formulate and prepare the local store marketing and advertising plan, taking into consideration local demographics and opportunities in the business and social sectors.
• Adjust product mixes and set and adjust prices as required to encourage uptake of promotions, build local store and brand loyalty, increase turnover and optimise profitability.
• Carry out local store marketing activities constantly in accordance with the local store marketing plan and any other instructions issued by the franchisee and/or head office.
• Proactively suggest ideas for sales growth and development and then carry out as required.
• Execute all national Hell marketing and promotions to a high standard and ensure that all staff are trained accordingly.
• Track results from store marketing campaigns with a view to improving future advances.

Financial Duties

• Daily reconciliation of takings.
• Organise counting and banking of cash proceeds.
• Maintain records of sales and cost of sales and assess and review profitability.
• Prepare and review store budgets and ensure that store ether to design budget and maintain financial commitment

Stock Management

• Take into account cost of products and formulate plans to minimise costs without impacting product quality.
• Maintain a sufficient amount of stock until the following delivery, being careful not to order excessive amounts but also to ensure all products are in stock at all times.
• Assess stock levels regularly and determine if the levels and mix of stock are correct or need adjusting.
• Ensure minimal amounts of wastage.
• Ensure ALL staff members are preparing and portioning products to brand standards.
• Ensure that all pizza makers are topping pizzas accurately and always mindful of over or under topping, following the pizza weighing policy.

Management of service 

• Train staff to prepare and cook HELL products to brand standards, leading by example wherever appropriate and ensuring that all products are prepared and presented to the highest standard.
• Ensure smooth work flow of orders through the kitchen and out on delivery, keeping track of wait times, customer demand, and staffing resource, so that orders are delivered to customers quickly and on time.
• Track service metric data and identify areas to improve, for example on-time percentage, total wait times, and detailed stats analysing driver performance.

Customer Service 

• Regularly review and determine if service standards are being met, and create & implement plans to improve service levels wherever necessary.
• Ensure staff are serving customers promptly, politely and informatively both at the counter and over the phone and perform the same if you are serving.
• Ensure all staff are promoting HELL products and specials, and seizing opportunities to proactively up-sell to improve revenue.
• Communicate food orders and any customer allergen concerns accurately to staff and customers.
• Inform customers of any unavoidable changes to their orders and compensate appropriately.
• Deal with customer complaints according to HELL complaints procedures.
• Create records for customer complaints and feed back to team members where appropriate.
• Respond effectively to all customer feedback tickets in MyHellHole.

Health & Safety

• Ensure that all Health & Safety procedures are upheld and regulations complied with.
• Implement and monitor safe work practices at all times.
• Manage all food safety requirements and ensure that hygiene standards are extremely high and compliant with local council and Hell head office requirements.
• Create and maintain the store Food Control Plan.

Other Duties 

• Ensure the cleaning roster is completed, and cleaning tasks are delegated effectively amongst appropriate team members.
• Continuously develop skills.
• Ensure that your behaviour is always compliant with brand policies.
• As Key holder & store in charge responsible for complete operations of the store, setting an example for your team by being a hands-on manager
• Responsible for the overall operation of the store and authorized to customize the business operating time as per business requirement

General duties 

• Be punctual and work the hours and times specified.
• Prioritise workload to ensure work of the greatest importance to the business is undertaken with urgency and to a high standard.
• Support and help develop a positive workplace culture.
• Demonstrate excellent interpersonal communication skills.
• Responsibly manage all business resources within accountability levels.
• Undertake all duties and responsibilities outlined in this job description and all other duties as required by the business.
• Comply with all employment obligations.
• Promptly undertake to complete all reasonable and lawful instructions and directions given.
• Serve the business in good faith, promoting and protecting the business's best interests.
• During work time, and such other times as may be reasonably required, dedicate all effort to the execution and fulfillment of the duties, responsibilities, obligations, and instructions related to employment.
• Demonstrate through own actions a commitment to Health and Safety at work when undertaking work or observing others in the workplace.
• Skills, experience & education

Key Competencies 

• Sound understanding of HELL systems and local store marketing practices.
• Ability to work autonomously under limited supervision.
• Strong customer service and operational efficiency focus.
• Initiative, flexibility and the ability to multi-task.
• Accuracy and attention to detail.
• Numeracy skills.
• Good communication skills, both written and oral.
• Organisational skills and ability to manage work load, prioritise and work under pressure.
• Sense of humour.
• Key Performance Indicators
• Wage costs.
• Food costs.
• Level of customer satisfaction.
• Audit score.
• Service metrics.
• Product quality.
• Store sales and profitability.
• Reliability and willingness to be flexible in tasks.

 Requirements:

• Minimum 2 years of relevant work experience to work for the role. However, qualifications of Diploma in can substitute the requirement of work experience.
• Need to be a mature person who can handle responsibilities during shifts for the Restaurant and staff independently.
• Ability to work in a Multicultural Environment.
• Possess motivational and leadership skills.
• Team player and ability to work competently under pressure.
• Must be able to work across any shifts including evenings, weekends, and public holidays.
• Must be a fit, quick thinker, reliable, trustworthy, and self-motivated.
• Able to lift weights up to 25kg.
• Must be able to pass random drug test

This is a fantastic opportunity to join a passionate and enthusiastic team, so if your skills and attributes match, we want to hear from you.