Job Description:
The Shop Manager of a take-away food shop is responsible for overseeing the daily operations of the establishment, ensuring high-quality food service, managing staff, maintaining customer satisfaction, and ensuring the business operates smoothly and profitably. The role combines leadership, operational management, and customer service to ensure a positive experience for both customers and employees.
Key Responsibilities:
Daily Operations Management:
Oversee the day-to-day running of the take-away food shop, ensuring efficient and smooth operations.
Manage the preparation and delivery of food to meet customer orders, ensuring food quality and timely service.
Monitor kitchen activities to ensure food hygiene and safety standards are adhered to at all times.
Staff Management:
Hire, train, and supervise staff, ensuring they are motivated, skilled, and provide excellent customer service.
Create staff schedules and ensure adequate staffing during peak hours and busy periods.
Handle any staff issues, including performance management, conflict resolution, and maintaining a positive team environment.
Customer Service:
Ensure high levels of customer satisfaction by addressing complaints, resolving issues, and maintaining a friendly and professional demeanour.
Train staff to provide excellent customer service, ensuring efficient order taking, preparation, and delivery.
Monitor customer feedback and implement improvements where necessary to enhance the customer experience.
Inventory and Stock Control:
Oversee inventory management, ensuring that all food ingredients, supplies, and packaging are ordered and stocked appropriately.
Monitor stock levels to avoid shortages or overstocking, ensuring efficient use of resources.
Maintain relationships with suppliers to ensure timely deliveries and quality products.
Health and Safety Compliance:
Ensure the shop and kitchen adhere to health, safety, and hygiene regulations, including food safety guidelines.
Conduct regular checks to ensure cleanliness and hygiene standards are maintained in both the kitchen and customer areas.
Train staff on proper handling of food and the importance of maintaining a clean and safe working environment.
Financial Management:
Monitor daily financial transactions, including cash handling and point-of-sale operations.
Manage the budget for the shop, ensuring cost-effective food sourcing and minimising waste.
Oversee the preparation of financial reports, such as sales data, stock levels, and labour costs, to ensure profitability.
Implement strategies to improve sales and reduce operational costs.
Marketing and Promotions:
Develop and implement marketing strategies to attract new customers and retain existing ones, including special promotions or discounts.
Monitor competitor activity and industry trends to keep the business competitive.
Manage online presence, if applicable (e.g., social media, food delivery platforms), to engage customers and promote the shop.
Quality Control:
Ensure all food products meet the company’s quality standards before being served to customers.
Perform regular quality checks on the food, service, and shop environment.
Address any concerns regarding food quality or customer service and take immediate corrective action.
Administrative Duties:
Maintain records of employee schedules, attendance, and payroll.
Handle administrative tasks such as order tracking, reporting, and customer inquiries.
Ensure that all necessary paperwork is up to date, including employee documents, stock records, and financial reports.
Business Development:
Look for opportunities to expand the customer base through local community outreach, partnerships, or collaboration with delivery services.
Stay informed about industry best practices and suggest improvements to enhance the shop’s operations or service offerings.
Skills and Qualifications:
Leadership Skills: Strong ability to lead and motivate a team, ensuring they work together efficiently and provide excellent customer service.
Customer Service Skills: Exceptional interpersonal skills to communicate with customers and resolve issues or complaints promptly.
Organisation and Time Management: Ability to manage multiple tasks effectively and maintain a high standard of operations under pressure.
Financial Acumen: Basic understanding of budgeting, profit and loss, and managing costs to ensure the business remains profitable.
Problem-Solving Skills: Ability to handle unexpected situations, such as customer complaints, staff issues, or supply chain disruptions.
Health & Safety Knowledge: Understanding of food safety standards and legal requirements for running a food business.
Communication Skills: Ability to communicate clearly and effectively with both staff and customers.
IT Skills: Proficiency in using point-of-sale systems, basic office software, and possibly online ordering platforms.
Required Experience:
Experience in a food service environment, preferably in a management or supervisory role.
Knowledge of managing a fast-paced environment and meeting customer expectations.
Experience with staff recruitment, training, and performance management is preferred.
Working Conditions:
The Shop Manager typically works in a busy, fast-paced environment, often requiring long hours, including weekends and evenings, depending on the shop’s hours of operation. Physical tasks may include standing for long periods, managing inventory, and handling food products.
The Shop Manager (Take-Away Food Shop) plays a key role in ensuring the business runs efficiently, delivering high-quality food and exceptional customer service, all while maintaining a productive and motivated team.