REQUIREMENTS:

• Degree in Business Management or related field.
• At least 8 years relevant work experience in the F&B industry is required for this position.
• Prior experience using POS and other F&B Management systems required.
• Strong analytical abilities, highly driven & hyper-organized with strong work ethic, personal integrity and exemplary leadership qualities.
• Excellent communication, collaboration and delegation skills.
• Passionate about creating food and hospitality experiences, familiar with Anglo-American cuisine and knowledgeable in cafe culture.
• Experience in working closely with Brand Founder preferred.
• Tech-savvy with strong proficiency in Microsoft Office or Google Workspace tools including Google Docs, Google Sheets and Google Slides.

Store Operations & Customer Experience

• Responsible for analysis and management of brick & mortar and in-store 3P revenue and operating expenses to meet required financial targets.
• Oversee and manage 3P operations including refund appeals, menu, product pricing, fee negotiations.
• Oversee optimisations and implementation of all IT systems with a view to improving customer experience and overall operational efficiency.
• Oversee business continuity of all store operations, working together with the Operations Manager.
• Manage in-store F&B Programme, including overseeing the hot food, deli and beverage offering, development of seasonal menu specials, costing, pricing and quality control.
• Responsible for overseeing the on-brand execution of in-store seasonal campaign programming and events.
• Oversee in-store Venue Hire Programme (private events or location shoots), including pricing and policies.
• Manage in-store promotional partnerships.
• Responsible for design, build and set up of new stores.
• Manage customer service recovery efforts across all stores, including all service failures, completing after-action review in each instance and proposing operational improvements.
• Responsible for meeting Google My Business target scores for each store

The F&B General Manager is responsible for executing the brand experience at and value proposition of our brick & mortar cafes, overseeing the day to day operations in the stores and ensuring that brand, food and service quality standards are consistently met. He/ she is the revenue owner and opex controller for brick and mortar and 3P sales, and oversees the overall food & beverage offering as well as customer experience strategy across the stores.
As the Reporting Officer to the Operations Manager, Store Managers & Head Chef, the General Manager will be responsible for the performance and development of the Front-of House & Kitchen Leadership Team and setting the culture of the Front-of-House & Kitchen workforce under the direction of the CEO.

Store Operations & Customer Experience

• Responsible for analysis and management of brick & mortar and in-store 3P revenue and operating expenses to meet required financial targets.
• Oversee and manage 3P operations including refund appeals, menu, product pricing, fee negotiations.
• Oversee optimisations and implementation of all IT systems with a view to improving customer experience and overall operational efficiency.
• Oversee business continuity of all store operations, working together with the Operations Manager.
• Manage in-store F&B Programme, including overseeing the hot food, deli and beverage offering, development of seasonal menu specials, costing, pricing and quality control.
• Responsible for overseeing the on-brand execution of in-store seasonal campaign programming and events.
• Oversee in-store Venue Hire Programme (private events or location shoots), including pricing and policies.
• Manage in-store promotional partnerships.
• Responsible for design, build and set up of new stores.
• Manage customer service recovery efforts across all stores, including all service failures, completing after-action review in each instance and proposing operational improvements.
• Responsible for meeting Google My Business target scores for each store.

Team, Learning & Development, Culture

• Responsible for ensuring overall team culture is in line with Brand Truths & Team Values.
• Oversee recruitment for all Front-of-House & Kitchen Teams, ensuring that all new joiners meet the skill requirement for the role and are able to demonstrate alignment with the Team Values.
• Oversee execution of Front-of-House & Kitchen Team annual appraisal exercise, and make recommendations for team member promotions.
• Oversee the development and implementation of in-house training programmes for all Front of House & Kitchen team members, working together with the Operations Manager.