Restaurant General Manager (Durban)

To provide strategic leadership and full accountability for the performance of a high-volume store. The RGM is the bridge between Store Operations and Senior Operations Management, ensuring that store performance aligns with brand standards, financial targets, and people development priorities.

Key Responsibilities

1. Operational Leadership

• Oversee daily operations across all departments within the store (kitchen, front-of-house, delivery).

• Ensure compliance with brand standards, food safety, labour laws, and operational SOPs.

• Manage crisis situations (e.g., equipment breakdowns, customer escalations) with speed and authority.

2. Financial Performance

• Full accountability for P&L of the store.

• Track and optimise key metrics: sales, cost of sales, labour %, wastage, and store profitability.

• Drive local marketing initiatives to boost sales (e.g., community activations, promo launches).

3. People Development & Leadership

• Manage and mentor Store Managers/Shift Supervisors reporting into them.

• Conduct talent reviews and succession planning at store level.

• Lead performance management, recognition, and disciplinary processes with support from HR.

• Champion EVP values, actively developing high-potentials.

4. Customer Experience

• Set the tone for superior service standards.

• Monitor Customer feedback scores and ensure corrective action where needed.

• Be the “face of the brand” in the local market-visible to customers and the community.

5. Strategic Contribution

• Act as a training hub for developing future store leaders.

• Pilot new initiatives, systems, or menu rollouts before broader implementation.

• Provide operational insights to Ops Managers and Head Office to refine strategies.

Operations Manager

1. Matric/Grade 12 certificate

2. Minimum 5 – 7 years QSR or retail operations experience with at least 3 years in a store manager role

3. Proven track record of delivering against sales, cost, and operational KPIS.

4. Leadership and Influence

5. Emotional Intelligence

6. Strong communication

7. Decision Making and Problem Solving

8. Commercial Mindset

9. Resilience and Adaptability

10. Coaching and Development

11. Customer Centric Mindset

12. Strong business acumen (financial literacy, P&L ownership).

13. Advanced people leadership skills (coaching, conflict management, succession planning).

14. High resilience in a fast-paced, high-pressure retail environment.

15. Ability to influence across multiple levels (store teams, Ops, HO).

16. Strategic thinking while remaining execution focused.

Valid driver’s licence

1. Sales Growth: % increase vs prior period.

2. Labour Cost %: Within defined band relative to turnover.

3. EBITDA / Profitability: Store achieving or exceeding budgeted contribution.

4. Customer Experience: NPS scores, mystery shopper performance.

5. People Metrics: Staff turnover %, succession pipeline readiness, % of internal promotions.

Compliance:

Zero critical food safety/health inspection failures.