Duty Manager

2 months ago

Auckland, New Zealand Hot Pizza Factory Limited Full time

PURPOSE
 To manage the store to a high standard and participate in the day to day running of the business.
SPECIFIC DUTIES & RESPONSIBILITIES
To perform all duties within the store that combines both food preparation, customer service staff management.
You will be required to work in all areas of the store such as pizza and food preparation, phones and counter, as well as any otherduties, within reason set out by the owner.
Operate all store equipment including ovens and register.
Responsible for ensuring 100% customer service and product quality.
Prepare Orders

 Prepare and cook HELL products to brand quality and quantity standards. 
Prepare and serve cold drinks, desserts etc.
 Package food products accordingly for eat ins, takeaway or delivery.
 Distribute food products to servers and drivers.
 Follow food preparation guidelines.

Customer Service

 Serve customers promptly, politely and informatively both at the counter and over the phone.
 Receive phone calls ensuring all calls are answered within 3 rings.
 Impart menu information accurately.
 Seize opportunities to up sell and encouraging ordering.
 Accept payment from customers and provide change as necessary.
Relay food orders and any customer allergen concerns accurately to pizza makers.
Inform customers of any unavoidable changes to their orders and compensate appropriately.
 Deal with customer complaints according to HELL complaints procedures currently contained in the Induction Manual.
 Record all complaints in Complaints Book.
 Manage customer services to a high level of customer satisfaction.
 Maintain the highest standards of food and service.
 Monitor and control order due times to ensure that orders are all dispatched and received on time.

Staff Management

 Ensure staff are fulfilling roles to brand standards.
 Ensure staff conduct themselves according to brand policies and standards.
 Ensure product quality and customer service are of the highest standards.
 Delegate cleaning and other such responsibilities.
 Lead by example.
 Ensure all staff are trained to efficiently carry out their assigned duties, and track training of each employee using the Hell Training Tracker.
 Constantly look to up-skill staff and develop a well-resourced team at all times.

Food Cost Management

Ensure minimal amounts of wastage.
 Ensure ALL staff members are preparing and portioning products to brand standards.
 Ensure that all pizza makers are topping pizzas accurately and always mindful of over or under topping.

Health & Safety

 Ensure that all Health & Safety procedures are upheld.
 Implement and monitor safe work practices at all times.

Administration

 Perform administrative duties as required by the franchisee and head office. 
Respond swiftly to requests.

Marketing & Promotions

 Execute all national Hell marketing and promotions to a high standard, and ensure that all staff are trained accordingly.
 Carry out local store marketing activities constantly in accordance with the local store marketing plan and any other instructions issued by the franchisee and/or head office.
 Proactively suggest ideas for sales growth and development and then carry out as required.

Other Duties

 Cleaning duties as required.
 Ensure the cleaning roster is completed, and cleaning tasks are delegated effectively amongst appropriate team members.
 Maintaining cleaning and hygiene standards.
 Continuously develop skills.
 Complete training tracker tests relevant to station roles.
 Ensure that your behaviour is always compliant with brand policies.

GENERAL DUTIES & RESPONSIBILITIES

 Be punctual and work the hours and times specified.
 Prioritise workload to ensure work of the greatest importance to the business is undertaken with urgency and to a high standard.
 Support and help develop a positive workplace culture.
 Demonstrate excellent interpersonal communication skills.
 Responsibly manage all business resources within accountability levels.
 Undertake all duties and responsibilities outlined in this Job Description and all other duties as required by the business.
 Comply with all employment obligations.
 Promptly undertake to complete all reasonable and lawful instructions and directions given.
 Serve the business in good faith, promoting and protecting the business’ best interests.
 During work time, and such other times as may be reasonably required, dedicate all effort to the execution and fulfilment of the duties, responsibilities, obligations and instructionsrelated to employment.
 Demonstrate through own actions a commitment to Health and Safety at work when undertaking work or observing others in the workplace.

SKILLS, EXPERIENCE & EDUCATION
Key Competencies

 Minimum Tertiary Qualification
 Relevant work experience – 6 months to 1 year
 Strong customer service and operational efficiency focus
 Initiative, flexibility and the ability to multi-task
 Accuracy and attention to detail
 Numeracy skills
 Excellent communication skills, both written and oral
 Organisational skills and ability to manage workload, prioritise and work under pressure

Key Performance Indicators

 Level of customer satisfaction
 Food prepared and dispatched on time
 Product quality
 Reliability and willingness to be flexible in tasks

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