Subway Operation Manager

**Job Description & Requirements**

**Operation Manager Roles & Responsibilities**

The Multi Unit Area Manager reports to the Franchisee. The role will assume responsibility for all the staff in the stores that he/she is taking charge, which could means as many as 10 staffs per store. He/she will in-charge of the KPIs of all the stores under his/her charge.

**Accountabilities**
- To ensure all stores are functioning within the guidelines placed in the Subway operations manual
- To monitor all store results including the following KPI's:

- Sales/up-selling
- Profits
- Cost of goods
- Labour costs & Productivity
- Food variances including bread,wrap,salad plates,cookies etc.
- Money variances
- Number of items corrections,price over-rides,free items,discounts.
- Customer feedback
- Food safety

**Responsibilites**

**Achieving Sales Targets**
- To ensure sales targets are achieved at all times
- To motivate and educate staffs on upselling technique and increasing average check
- To optimize cost of goods for each restaurant
- To ensure resource management & maximisation - labour costs reduction and maintain within targets

**Operational responsibilities**
- Ensure food safety across all stores.
- To oversee restaurants’ daily operations to ensure production efficiency, quality, services and cost-effective management of resources
- To create, update and audit the restaurants’ SOP and ensure that the SOP is observed consistently by the operations team
- To visit each restaurant one day per week to perform weekly checks based on quality, service and cleanliness.
- To perform weekly meeting with restaurant managers to check on weekly store rosters, WISRs, control sheets, variance reports, equipment, etc.
- To work one full day in each restaurant per week and discuss observations.
- To cover manager for annual holidays/ as and when short of manpower
- To arrange and ensure replacement shift whenever there are emergency leave/MC from other staffs.
- To train new staffs
- To conduct managers meeting once per month
- To ensure that properties and equipments are managed properly and always in good condition
- To conduct monthly store evaluations
- To ensure monthly cash recond and payroll submission done by restaurant managers
- To conduct quarterly manager,assistant manager and supervisor reviews

**Customer service**
- To ensure consistently high quality of customer service in all areas
- To respond to complaints, taking appropriate actions to turn dissatisfied guests into return guests
- To investigate and resolve complaints concerning food quality and service

**Basic marketing**
- To evaluate and implement local store marketing in consultation with store managers
- To assist, advise and manage bulk order operations as and when required
- To perform update on the menu manager as and when necessary.

**Human Resource**
- To ensure effective and friendly communications with all supervisors and staff and develop a happy and cheerful working relationship with all staff
- To maintain cohesiveness of the team to maximise positive teamwork efforts
- To support in local recruitment and selection for efficient restaurant human resources. This should include but not be limited to: Staff recruitment and selection, training, performance management (staff conflict) & disciplinary/dismissal issues as required.

**Requirements**:

- The ability to inspire, motivate and lead a team
- Excellent communication and people skills
- A strong commitment to customer service
- Self-motivated and able to work in a fast paced environment
- The ability to work under pressure and handle challenging situations
- Confidence, driven and passionate about F&B
- The ability to understand and analyze sales figure and its cost implications
- Planning and organizational skills
- Knowledge of IT preferred.
- Willing to travel within Singapore
- Responsible and independent