Operations Manager Wales and West

Job Title: Operations Manager
Reporting directly to: Regional Operations Director

Department: Operations
Location: Field based ideally working out of Bristol or Bath area 

Level: Manager

Salary  Competitive and Great Benefits Package 

Role Description:

·       Responsible for building a best in class, customer - centric culture across designated sites, ensuring the consistent delivery of Prezzo’s brand purpose and promise.

·       Full accountability for the delivery of the business plan and KPIs through strong inspirational leadership, management and planning to create high performing teams.

·       Responsible for delivery of consistent and excellent customer experience, centred on genuine service and exceptional food quality. All technical hospitality skills must be evident and practised by all FOH members as well as the constant display of real, warm hospitality.

·       Needs to drive employee engagement through great recruitment, development and retention of our People. Stretching, challenging and encouraging teams with a positive ‘can do’ mindset and the identification and solution of issues.

·       Development of every GM, AM, DM, HC and SC with a proactive succession plan of candidates is at the heart of this role.

·       The production of maximum efficiencies and cost reductions whilst protecting our reputation through compliance with brand, operational, policy and legal frameworks.

Responsibilities:

·       Building a best-in-class customer - focused “One Team” culture across the area ensuring the consistent delivery of Prezzo’s brand purpose and promise. “Every Customer leaves wanting to return”

·       Regularly visiting sites on peak shifts & undertaking the customer journey, including observing the customer journey and talking and listening to customers and teams to gain more insight to improve service & quality, to identify improvement opportunities and to ensure that every customer gets to experience everything Prezzo has to offer. Prezzo Ops Managers love being in their restaurants: announced, unannounced, peak and off-peak.

·       Coaching and supporting the General Managers to effectively use the key hospitality levers of Live Res and RPRPRT to drive sales and service whilst managing controllable costs to maintain and improve profit margins without compromising the customer experience and team engagement.

·       Analysing performance using key business measures, KPIs, feedback and insights to develop action plans that drive performance through a solid understanding of the ‘nuts and bolts’ of the business.

·       Demonstrating a clear understanding of the local community, the marketplace and competitor activity and sharing this with key stakeholders and the support functions to build top line revenue and support delivery of Prezzo’s business plan.

·       Attracting, recruiting and developing the best people and teams; proactively building a talent pool bench strength by stretching, challenging and encouraging to provide a high calibre talent pipeline who want to be the best they can be.

·       Recognising and rewarding effort and achievement to motivate and mobilise your Managers and their teams and at the same time, managing poor performance quickly and effectively. “We do the right thing not the easy thing” and we never walk by things that require discussion and/or correction.

·       Leading by example to ensure that you and your Managers demonstrate our values so that such actions and behaviours are experienced by your sites teams every day within their Community.

·       Recognising and rewarding effort, performance and achievement

Prezzo Core Competency Framework

·       Honesty Integrity & Trust

·       Truly Caring for our Customers

·       Problem Solving

·       Effective Communication

Leadership Competencies

·       Building great relationships

·       Change through Innovation

·       Impact & Influence

·       Proactive Talent Management