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Operation Manager

Date: 17-Mar-2023

Location: Dubai, AE

Company: Majid Al Futtaim

The Operation Manager is responsible for managing the operation of assigned QSR and/or casual dining units in support of the location. The role holder is also responsible for achieving targeted sales, profitability, customer service, and market share goals, while protecting the long-term success and integrity of our business.

Role Details – Key Responsibilities and Accountabilities:

Operation Management

  • Maintain an in-depth understanding of all applicable brand standards, CBAs, Landlord lease agreements, and all procedures and protocols to maximize brand/landlord/labor relations
  • Analyze and manage financial results of the units to ensure maximum profits are balanced with customer and associate satisfaction
  • Manage the day to day activities of associates and assigns responsibilities to ensure units are open and staffed appropriately, the store is clean, inventory levels are appropriate and equipment is working properly
  • Ensure an exceptional level of food, service, ambience and overall customer and associate satisfaction
  • Ensure that all products are prepared and presented in accordance with brand or company standards
  • Monitor activities, duties and responsibilities of exempt-level associates on the management team to ensure they are performing exempt-level work on a daily basis
  • Monitor and maintain all quality control records, to include ensuring compliance with quality assurance and loss prevention policies and procedures
  • Identify and execute hiring, termination, advancement, promotion or any other associate status change needs of the units
  • Provide the highest quality of customer service to the customers at all times, to include monitoring guest interactions to ensure proper training of all staff
  • Monitor progress towards unit goals and assigns associates to meet those objectives
  • Consistently provide direct reports and/or indirect reports with support, coaching and encouragement necessary to achieve business goals
  • Utilize associate’s strengths and provides ongoing feedback that reflects on progress against individual development goals and business goals
  • Develop and implement plans that will motivate and recognize direct reports and/or indirect reports for their performance

Coordination and Communication

  • Ensure regular information exchange with all relevant stakeholders and update them on the acquired knowledge from the business intelligence analysis
  • Build relationships and maintain strong partnerships with key personnel to help achieve organisational goals
  • Maintain effective communication and positive associate relations by ensuring all associate activities are performed in a timely and professional manner, to include hiring, training, performance reviews, progressive discipline, resolving associate relations issues, and managing incentive programs
  • Assist and enhance working relationships with partners, landlords and the community

Policies and Procedures

  • Assist on developing and reviewing the function’s policies and procedures and ensure it is implemented and reported on as a part of the policies and procedures for the F&B function
  • Support on the development and implementation of relevant policies and procedures
  • Manages the use and improvement of all systems, policies and procedures developed by MAF and its branded partners
  • Maintains an in-depth understanding of all federal, state, and local sanitary, safety, and health standards, and all procedures and protocols to comply with the law

Financial Responsibilities

  • Ensure alignment of procedures in accordance with the Delegation of Authority (DOA)
  • Assist in monitoring allocated budget to ensure compliance and highlight possible issues
  • Provide input on the preparation of budget when necessary
  • Provide input on cost reduction measures

Human Capital Responsibilities

  • Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
  • Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
  • Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
  • Develop and implement on the job-training for the team
  • Provide inputs for the development of annual manpower plan
  • Ensure the implementation of MAF Retail’s corporate policies and relevant procedures