Guest Delight Manager

Role & responsibilities

The Restaurant General Manager (RGM) is fully responsible for the day-to-day operations, financial performance, and overall health of the restaurant. You will lead a high-performing team to deliver exceptional customer service, maintain strict brand standards, maximize profitability, and drive local store marketing initiatives in a fast-paced environment.

1. Operations & Brand Standards

• Store Performance: Maintain 100% compliance with brand standards, product quality, speed of service (SOS), and cleanliness.
• Audit Readiness: Ensure the store passes all internal and external audits (FSSAI, Health & Safety, Brands/Franchise audits).
• Inventory Management: Oversee daily/weekly stock counts, manage supply chain interactions, minimize variance, and control food wastage.

2. Financial & Business Performance

• P&L Responsibility: Own the restaurants Profit & Loss statement. Manage food costs, labor costs, and operational expenses to maximize profitability.
• Sales Driving: Execute Local Store Marketing (LSM) strategies and optimize online food aggregator channels (Zomato, Swiggy) to achieve sales targets.
• Reporting: Analyze daily/weekly sales reports and KPIs to implement corrective actions where necessary

3. People & Team Management

• Leadership: Recruit, train, mentor, and motivate a team of shift managers and crew members.
• Retention: Maintain a positive work environment to minimize staff attrition, a common challenge in the Indian QSR landscape.
• Compliance: Ensure accurate scheduling, payroll inputs, and adherence to local labor laws.

4. Guest Experience

• Customer Satisfaction: Monitor Customer Voice/Feedback scores and resolve customer grievances promptly.
• Hospitality: Ensure the team delivers fast, friendly, and accurate service across all channels (Dine-in, Takeaway, Delivery, and Drive-Thru if applicable).

Candidate Profile & Requirements

• Education: Graduate in Hotel Management (BHM) or a related field is preferred, though a general degree with stellar QSR experience is acceptable.
• Experience Mandate: 5 to 6 years of core QSR experience. Experience in fine dining, casual dining, or retail will not be counted toward this requirement. (Prior experience with major brands like Domino's, McDonald's, KFC, Burger King, Subway, or Pizza Hut is highly desirable).