Role Purpose

The QSR Manager is responsible for overseeing the daily operations of the Quick Service Restaurant division, ensuring exceptional customer service, operational efficiency, food quality, profitability, and compliance with company standards, health and safety regulations, and applicable legislation. The role focuses on driving sales performance, managing staff, maintaining operational controls, and ensuring an excellent customer experience within a fast-paced retail and hospitality environment.

Key Responsibilities

Operational Management
Manage and supervise the daily operations of the QSR division
Ensure opening and closing procedures are completed accurately and efficiently
Implement and maintain pricing policies on QSR products
Drive operational efficiency and service excellence within the restaurant environment
Ensure staff actively promote loyalty programmes and customer engagement initiatives
Maintain high standards of cleanliness, housekeeping, and presentation at all times

Customer Service Management
Deliver exceptional customer service standards and maintain a customer-focused culture
Resolve customer complaints and queries professionally and efficiently
Ensure fast and efficient service turnaround times
Maintain a welcoming, professional, and clean environment for customers
Drive customer participation in loyalty and rewards programmes

Staff Management and Leadership
Supervise, motivate, coach, and develop QSR employees
Assist with recruitment, onboarding, and training of new staff members
Ensure compliance with company policies, procedures, and operational standards
Manage employee schedules and attendance records
Promote teamwork, accountability, and productivity within the team

Stock and Cost Control
Manage stock ordering, receiving, storage, and stock rotation processes
Conduct regular stock counts and investigate stock variances
Minimise wastage, shrinkage, and operational losses
Monitor food cost percentages and operational expenses
Ensure compliance with stock control and inventory management procedures

Financial Management
Drive daily sales and profitability targets
Manage cash handling procedures and financial controls
Ensure accurate financial reporting and reconciliations
Assist in achieving operational budgets and margin targets

Compliance and Risk Management
Ensure compliance with food safety, hygiene, and Occupational Health and Safety requirements
Maintain operational compliance with company standards and legislative requirements
Report operational risks, incidents, and non-compliance matters
Ensure all compliance documentation and operational checklists are accurately completed

Administration and Reporting
Complete operational and performance reports accurately and timeously
Maintain employee records and operational documentation
Monitor operational performance indicators and provide feedback to management
Track campaign and loyalty programme performance against targets