Restaurant General Manager (Durban)

To provide strategic leadership and full accountability for the performance of a high volume store. The RGM is the bridge between Store Operations and Senior Operations Management, ensuring that store performance aligns with brand standards, financial targets, and people development priorities.

• Operational Leadership
  • Oversee daily operations across all departments within the store (kitchen, front of house, delivery).
  • Ensure compliance with brand standards, food safety, labour laws, and operational SOPs.
  • Manage crisis situations (e.g., equipment breakdowns, customer escalations) with speed and authority.
• Financial Performance
  • Full accountability for P&L of the store.
  • Track and optimise key metrics: sales, cost of sales, labour %, wastage, and store profitability.
  • Drive local marketing initiatives to boost sales (e.g., community activations, promo launches).
• People Development & Leadership
  • Manage and mentor Store Managers/Shift Supervisors reporting into them.
  • Conduct talent reviews and succession planning at store level.
  • Lead performance management, recognition, and disciplinary processes with support from HR.
  • Champion EVP values, actively developing high potentials.
• Customer Experience
  • Set the tone for superior service standards.
  • Monitor Customer feedback scores and ensure corrective action where needed.
  • Be the "face of the brand" in the local market - visible to customers and the community.
• Strategic Contribution
  • Act as a training hub for developing future store leaders.
  • Pilot new initiatives, systems, or menu rollouts before broader implementation.
  • Provide operational insights to Ops Managers and Head Office to refine strategies.

• Matric/Grade 12 certificate.
• Minimum 5 - 7 years QSR or retail operations experience with at least 3 years in a store manager role.
• Proven track record of delivering against sales, cost, and operational KPIs.
• Leadership and Influence.
• Emotional Intelligence.
• Strong communication.
• Decision Making and Problem Solving.
• Commercial Mindset.
• Resilience and Adaptability.
• Coaching and Development.
• Customer Centric Mindset.
• Strong business acumen (financial literacy, P&L ownership).
• Advanced people leadership skills (coaching, conflict management, succession planning).
• High resilience in a fast paced, high pressure retail environment.
• Ability to influence across multiple levels (store teams, Ops, HO).
• Strategic thinking while remaining execution focused.
• Valid driver's licence.

• Sales Growth: % increase vs prior period.
• Labour Cost %: Within defined band relative to turnover.
• EBITDA / Profitability: Store achieving or exceeding budgeted contribution.
• Customer Experience: NPS scores, mystery shopper performance.
• People Metrics: Staff turnover %, succession pipeline readiness, % of internal promotions.
• Compliance: Zero critical food safety/health inspection failures.