To be the accountable officer responsible for the efficient and profitable running of a store in line with Pizza Delivery standards. To manage the resources of the store including staff, stock, product quality, marketing initiatives, sales targets and financial management to increase unit sales and capitalise on sales opportunities.
Key Accountabilities and Responsibilities
Customer Service & Sales Generation
Accountable for the level of customer service offered by the store including complaints.
Maintenance of brand image and service standards including uniform/presentation standards and our philosophy on customer service is paramount in our service levels.
Train and develop all staff to ensure they have the knowledge and skill to provide high level service in all aspects of their work.
Ensuring staff are properly and adequately trained in a timely manner before being charged with food handling tasks.
Managing all aspects of food hygiene ensuring all staff adhere to the requirements and standards laid down by DPG and the authorities for food handlers.
Maintain and manage HACCP.
Manage store cleanliness.
Training all staff in handling cash and card transactions.
Ensuring the till is skimmed in line with standards.
Securing all cash within the store to minimise theft and ensure cash balances at the end of shift.
Ensure banking procedures are adhered to and all bank deposits accurately recorded.
Maintaining and developing product quality in line with standards.
Promoting HTA within the store to achieve service standards in line with expectations.
Monitor and control quality of product by observation providing feedback and taking preventative measures where appropriate to ensure consistency of product.
Scheduling sufficient numbers of staff according to expected business generation to ensure smooth running of the store.
Safety and Security
Maintain in store crew safety by ensuring all safety drills and practices are properly enforced.
Spot check that security call backs are made for new or suspicious customers.
Report all hazards where necessary.
Conduct risk assessments for store in line with H&S requirements
Conduct risk assessments for staff as and when required particularly in respect of new and expectant mothers.
Increase sales, by local store marketing and community involvement ensuring the team are directed and involved in external initiatives.
Lead in the operation of the store in all aspects, which will include undertaking duties that might not normally be considered part of the role e.g. distributing leaflets as part of the local store marketing campaigns.
Develop store team to multi skill across the store to maximise skills within the store.
Provide feedback to team on progress against targets, quality and customer service for the store overall and during shift to ensure that staff know what is expected of them.
Provide clear instruction to staff on areas for development for the store, or particular sales initiatives so that everyone can participate and contribute.
Where staff behaviours, skills or knowledge fall below expectations, that appropriate corrective action is taken where necessary including invoking disciplinary measures if appropriate.
Managing employee grievances in line with policy and procedure.
Recruit new employees to maintain resource levels to ensure rota can be maintained.
Issue all required documentation on recruitment to ensure compliance the legislative requirements, including contracts of employment, handbooks and company policies.
Ensure all induction training is conducted to ensure new recruits are able to contribute to the work of the team quickly and that they are informed of the basic housekeeping requirements and company policies on joining.
Conduct appraisals with team setting objectives and follow up on progress achieved.
Conducting a monthly check on all employee paperwork to ensure compliance with insurance and UKVI requirements
Key Skills, knowledge and experience
Ability to build sales and business relationships and manage people fairly
Ability to disperse conflict quickly with satisfactory outcomes
Ability to make decisions whilst under pressure during busy periods
Ability to manage time effectively to ensure store operational tasks are achieved
Ability to motivate and drive a team to deliver outrageous results
Ability to respond favourably to change
Knowledge of the industry, and in particular Pizza delivery relentless standards included in the Operations Audit, to enable the store to maintain high standards.
Previous management experience is essential with qualifications in NVQ level 3 or equivalent preferable. Qualifications in QA or H&S disciplines would be an advantage as would previous experience of working within a casual dining environment.
Previous experience of managing people and compliance with people management legislation to ensure decisions that are made in relation to people issues always comply with the law are essential.
Key Working Relationships
External enforcement agencies
Border and immigration control agency
Health and safety inspectorate
Environmental Health Agency
Scope of Role
Staff Numbers – variable
Vehicles – variable
Budget – variable
Float – variable
Banking – up to £xyz
Makes decisions on stock control including disposing of out of date food, replenishment of stock levels, food rotation. Stock value = variable
Makes decisions on vehicle road worthiness and maintenance thereof. Fleet value = variable
Directs and controls staff. Makes decisions on matters of discipline, including investigations and conducting meetings. Has(/does not have) authority to conduct a dismissal if necessary.
Additional relevant information
Particular difficult aspects of the role include: –
Handling violent or aggressive customers late at night
Dealing with violence towards staff when away from the store on delivery
Managing staff safety in “high risk” residential areas
This role profile is not exhaustive and provides a general overview of the scope of the role. Such duties from time to time may be amended by the Company and from time to time job holders will be required to undertake other duties as necessary to meet the needs of the business.
What we are looking for
Minimum 3-4 years of experience in a similar role, preferably in a similar setting.
Excellent team player
Good Interpersonal skills