Restaurant Manager

Leadership

• Accountable for owning and driving the outlet to exceed business expectations.
• Demonstrate effective management by flexing between coaching and directive leadership as appropriate.
• Actively develop the team to support the growth and succession planning
• Responsible for the overall employee engagement; with a focus on commitment and involvement of all employees.
• Responsible for ensuring that the People Review process is adhered to for both FOH and BOH team
• Responsible for the effective recruitment and on boarding of FOH team members.
• Responsible for building a fully flexible team with transferable skills across all areas of the Outlet.
• Responsible for adhering to all company procedures and compliance targets including Food Safety and Hygiene.
• Responsible for feeding back to the Operations team in regards to staff, quality, services & operational issues, and record any incidents through the daily log
• Plan and manage the BOH and FOH team rotas, overtime and holidays ensuring that the department is effectively resourced.
• Responsible for the communication to the FOH and BOH team of standards and targets; monitor and address any concerns in line with company procedures
• Accountable for initiating and completing all people management procedures, for both FOH and BOH teams, in line with Harrods policies, managing behaviour through but not limited to informal/formal disciplinary action, managing probation periods, managing performance through Personal Improvement Plans
• Build effective working relationships with support functions including Buying, Supply, Distribution,  IT and HR.
• Understand and adhere to Harrods Values and be a role model to both peers and your team.

Sales, Service & Profit

• Implement the Restaurants sales and service strategy through the consistent delivery of agreed actions.
• Own and monitor the Restaurants sales and service results (NPS & Guest Shop); maximise performance through setting stretching but achievable goals for all team members. Create impactful action plan
• Instil a culture of exceptional customer service through the team by constantly pushing the boundaries to enhance sales and service performance; empower all FOH and BOH employees to do everything necessary to satisfy the customer journey.
• Responsible for development of food and beverages menu in accordance with trends and customers’ demand, ensuring stock controls & gross margin targets.
• Working closely with the Operations Manager on menu engineering, selling prices and creation of critical pathways in regard to menu implementations.
• Flex & manage FOH and BOH payroll according to trade levels & budgeted pay to sales
• Provide regular feedback to the Head Chef and Operations team on quality issues
• Daily departmental front and back of house checks on cleanliness, set up and readiness for service.
• Responsible for implementing and delivering regular training to your team in terms of product knowledge and standards of service
• Ensures compliance of Food Safety regulations and achieves the required standard consistently.

Commercial

• Accountability for the full P&L, working to ensure budgets are met and profits are maximised.
• Use all available tools to analyse sales performance weekly and monthly; review and take corrective action where necessary.
• Provide qualitative feedback to the Supply team and Head Chef on all product/merchandise and availability issues, customer comments and employee opinion and agree any next steps.
• Actively monitor competitor activity and react accordingly, provide feedback to Operations Manager and Head Chef
• Responsible for the creation of a Marketing and business plan for the Outlet & a promotion activation calendar to attract local guests

Operations

• Responsible for cascading corporate and local communications to the FOH and BOH team conducting daily /weekly staff briefings communicating sales incentives and general up to date information regarding the Outlet
• Manage the company KPI’s in line with company procedures to achieve targets.
• Responsible for stocktaking control & process, optimising stock integrity, minimising wastage, monitoring Gross Margins to achieve budgeted targets
• Responsible for delivering the VM and back of house standards in line with company expectation.
• Understand and properly execute all systems, POS procedures, and departmental operating procedures.

• Must be able to work flexibly across 5 days out of 7.
• Must be flexible to work across all Café functions and operations.
• Responsible for the Café cash handling procedures

• Profit

Sales vs Budget

Payroll budget

Gross Margin

Net Contribution

• People

HR metrics – turnover, retention, absence

People Management

Recognition

Trainings

• Service

NPS and Guest Shopper

Complaint procedures/Guest’s satisfaction

• Product

Food Safety

Wastage vs Target

Inventory integrity vs target

At Harrods, we ask everyone to believe in the Art of the Possible, to challenge the conventional view of what is possible and turn delivery into an art form. Our brand needs us to be Master of Luxury, Experts of Exceptional and Creators of Magic, as brands are made by people, our people have a really important role to play.

We have five employee values that show us the way; We take pride, We Strive to Exceed, we are One, we are Human and We Build Trust. These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.