General Manager/ Patrao

The Patrao (General Manager) is responsible for the overall management of the Casa (Restaurant). As the Casa leader, the Patrao inspires, motivates, and leads the team to meet and exceed Guest expectations by delivering an exceptional Casa experience through friendly Guest service, providing the highest quality products, a safe working environment, while nurturing a culture of development and engagement.

PRINCIPAL RESPONSIBILITIES:

Shift Management

• Provide leadership as a Guest experience champion for the Casa;
• Inspire the perfect Guest experience and bring Nando’s 5 Values to life
• Effectively communicate daily/weekly sales, product and Guest experience focuses by hosting impactful pre-shift Huddle Buzz sessions, aligning and firing up the team
• Provide effective training and product knowledge to enable the team to upsell and make recommendations in line with company guidelines and incentives;
• Handle and resolve Guest complaints, with the aim of achieving 100% Guest satisfaction;
• Implement local marketing initiatives and promotions to build business in accordance with provided guidelines;
• Effectively forecast and manage product to minimize waste and avoid running out of product;
• Ensure all areas of the Casa are presented in accordance with the company’s policy and procedures especially food preparation and food safety;
• Identify areas within Casa that are not in accordance with company standards on food safety and health + safety and take corrective action;
• Ensure all visual display / POS materials and stock presentation is in accordance with national layouts and guidelines.
• Train, coach and supervise Assistant Managers, Shift Supervisors and Nandocas, determine work requirements and priorities, assign tasks to maximize Casa performance;
• Identify high performing Nandocas, and schedule an optimum roster for each shift; ‘aces in their places’ and ensure ‘no shows’ or known absenteeism is replaced as efficiently as possible;
• Act on any Performance Improvement opportunities that arise and escalate any performance issues or Nandoca breaches of policy/procedures to the Area Director as appropriate;
• Perform opening and closing duties, and all other daily routines including walk throughs and checklists, in accordance with company policy and procedures before, during and after trading hours;
• ‘Pass the torch’ and hand over the shift in an effective and professional manner, ensuring all shift accountabilities have been achieved.

Casa Management

• Ensure all daily/weekly Casa administration is correctly carried out as per company policy and procedures;
• Monitor the performance and provide guidance to Assistant Management, Shift Supervisors, Buddy Trainers, hourly Nandocas;
• Lead weekly management meeting to align and level set Casa leaders;
  
• Manage Nandoca performance in line with company procedures; including rewards and recognition, effective coaching, annual Success Management reviews and semi-annual one-on-ones;
• Ensure compliance with and integrity of all employment conditions including leave management, change forms and all payroll documents, performance upgrades, terminations;
• Oversee the inventory management, receiving and storage in line with municipal and provincial Health + safety and Food Safety compliance, company policies and procedures
• Ensure correct training and validation of knowledge and skills takes place for each new Nandoca
• Ensure all policies, agreements and sign offs are completed by new and existing Nandocas - completed in a timely manner;
• Ensure uniform and grooming standards of all Nandocas is maintained;
• Determine and manage labour requirements and priorities according to Casa trading patterns, delegating tasks accordingly;
• Ensure effective and appropriate Casa communication processes are in place (daily/weekly);
• Conduct Casa orientation and on boarding – including facilitation of provincially required compliance courses (‘No Dirties in our Casas’, ‘Keeping our Casas Safe’, Accommodating Guests with Disabilities, WHMIS) for all new Nandocas.

Financial Management

• Ensure all cash is handled in accordance with the company’s policy and procedures;
• Ensure coaching is provided to Cashiers on effective cash management techniques to minimize cash related errors;
• Ensure budgets are met by analyzing period P+L reports identifying opportunities and implement solutions for improvement in Casa profitability through root cause analysis
• Manage labour costs by maximising Casa productivity and staffing;
• Manage Casa expenses to budget, without compromising Casa financial stability;
• Maximize Gross Profit strategically (i.e. inventory management, labour, maintenance, Guest recovery costs, etc.)
• Perform stock takes in accordance within company time frames and guidelines.

Safety

• Create a culture of Health + Safety ensuring a safe work environment for Nandocas and Guests;
• Ensure the location maintains an active Joint Health and Safety Committee (JHSC) as set out by provincial legislation, and the company
• Conduct or participate in safety audits/walkthroughs and ensure the Casa is free from any hazards or undue risks to health, both to Guests and Nandocas
• Ensure all required PPE equipment is maintained and available to Nandocas;
• Evaluating and actioning any JHSC recommendations, raising safety matters with the Area Director when appropriate;
• Report all incidents or injuries within 24 hours of incident/injury occurring;
• Ensure any breaches of company safety procedures are dealt with in accordance with the

Company’s performance management process (PIU);

• Ensure any information regarding safety matters is communicated to the Casa team;
• Create a culture of Food Safety, ensuring a safe work environment and excellence in food quality for Nandocas and Guests;
• Valid National Food Safety Training Program (NFSTP) certificate (or registered for training)
• Valid First-Aid certification (or registered for training)
• Valid Health + Safety certificate (Level 1 and Level 2 in Ontario) (or registered for training)
• Valid Provincial Responsible Alcohol Service Certificate
• Attend and complete any training and/or meetings designed to further awareness of safety;
  
• Ensure all Nandocas are inducted and trained in accordance with the municipal and provincial requirements as set out by the company, to ensure a safe and secure environment for all Nandocas, Guests, visitors and contractors;
• Ensure Emergency Action Plan is reviewed at orientation and annual Fire Evacuation and fire equipment training is conducted

KEY PERFORMANCE INDICATORS:

• Mystery Shopper results;
• Escudo Audit (internal);
• Average Guest Check (AGC);
• Quarterly Compliance
• Annual Nandoca engagement survey (Izwi) scores and action plans;
• Guest Feedback scores;
• Labour percentages;
• Variance % vs. target budget to sales; EBITDA
• Steritech audit results;
• Realizing Talent (Nandoca retention, development and internal growth)

KEY SELECTION CRITERIA:

• High school education (or equivalent);
• Minimum 3 years’ experience in food service or hospitality related industry essential. Experience in a hospitality industry preferred;
• Minimum 2 years direct Guest experience;
• Proven track record in achieving KPIs, particularly financials, sales and profit;
• Proven ability to engage, lead and motivate others;
• Vehicle and current driver’s license preferred;
• Ability to work shifts essential;
• A working knowledge of Provincial/Municipal Health and Safety standards, Food Safety standards, and Labour Law regulations
• Exceptional communication skills and great Guest service skills essential;
• A positive, punctual and professional approach;
• Excellent attention to detail;
• Strict adherence to all company policies including all food handling and safety procedures;
• Ability to plan, multitask and prioritize multiple things at once essential; and
• Pride in personal grooming and presentation.

Other Information

This position requires availability across all seven days of the week and includes morning, afternoon and evening shifts.

Highway travel and remote/regional areas may be required.