Area Coach - Pizza Hut

Job Purpose

To manage, lead and support an area team, and to deliver against the key business indicators as laid out in the Annual Operating Plan and measured against Balance Scorecard targets in the 4 main areas:

• People
• Customer experience, and Restaurant Excellence, quality, etc.
• Sales performance
• Profit margin and manage multiple restaurants P&L

Key Responsibility Areas:

Strategic (results)

• Provides recommendations in terms of Delivery Enhancement initiatives
• Spot check Food Safety & Local Health compliance during each restaurant visit
• Spot check product quality and cooking procedures (raw and cooked)
• Conducts opening, shift change and closing visits
• Ensures that preventive maintenance is done as per schedule
• Checks and validates the Business Skills execution of the Restaurant Manager
• Conduct quality self-scoring once per restaurant per quarter
• Conduct RRP self-scoring for each restaurant per quarter
• Fully in charge of any new opening and renovation stores

Operational (process)

Grow LfL Sales

• Review Business Action Plan with the RM, revise and coach as needed
• Conduct Weekly Sales Review with RMs during Weekly Meeting
• Build Annual Sales Budget for his/her restaurants

Increase Average Check

• Review knowledge of FOH team on targets during visits
• Track daily and weekly suggestive selling results
• Reward best sellers monthly

Increase Delivery Transactions

• Review, order flyers and follow up timely delivery
• Analyze Quality of distribution in the field by the distribution companies and follow up Action plan
• Review the area grid section analysis to take action with declining delivery sections

LSM

• Follow up on LSM Calendar execution of the RMs
• Track results

Micro Manage P&L: EBITDA Focus

• Manage his/her Area Labor Cost effectively, ensuring optimum level is reached and monitored consistently
• Ensure that his area Food Cost budget is met
• Spot check on Weekly Inventory for critical items
• Monthly Inventory – spot check
• Monitor, coach and take action on COG Variance reports
• Spot check cashiers during visits
• Waste Management – check weekly and take action
• Review monthly P&L and accomplish action plans with RMs for improvements
• Build Annual Capex budget
• Build Annual Labor Budget

Talent & Value (people)

Living the Vision, Mission and Values

Ensure that the VMV is instilled and lived by the employees in his/her area

RM’s Motivation

• Recognize RM’s achievements
• Resolve RM’s issues & concerns
• Resolve escalated issues & concerns from lower levels as needed
• Build and maintain effective teamwork spirit
• Conduct area weekly meeting

Performance –Centric Culture

• Set performance objectives and KPIs for his/her team
• Review his/her team’s performance periodically and provide coaching and support whenever needed

Training and Development

• Draft IDPs for his/her team
• Partner with HR for RM & 2nd Line Development
• Maximize the development of high potential employees for career growth aspirations
• Actively manage the Bench Planning System
• Check on newly hired team members during visits to monitor their progress
• Leverage Learning Zone by monitoring Area progress

Customer Satisfaction (internal and external)

Dealing with customer concerns, SOS, any other customer experience

• Monitor execution and awareness of Service Values, Guest Recovery, and MOT
• Ensure team applies the approved complaint handling techniques
• Resolve escalated customer complaints
• Conduct the required Table visit during each shift to actively get guest feedback
• Reward & recognize best customer mania behavior
• Monitor GES reports
• Ensure that Management team is completing The FOH track in Learning Zone
• Develop an action plan with the RM for any Red Store or high stores in complaints to ensure issues have been resolved

Education & Experience

• University degree
• Postgraduate studies in business is preferable
• Minimum 5 years in the field and well-grounded in modern operational and business methods and techniques

Skills and Competencies

• Language skills: fluent Arabic and English (Oral/Written), a third language is a plus
• IT Skills: Excellent MS Office
• Customer Mania Spirit
• Effective Communication
• Reward & recognition
• Creative and innovative
• Organizational Impact
• Teamwork
• Leading and managing People & work
• Providing Coaching & Feedback
• Business & Analytical Thinking
• Work under pressure
• Decision Making / Taking