Customer Service & Support Jobs in Cambridge, New Zealand (Now Hiring) — 5 open

PURPOSE OF POSITION 

To assist the Restaurant Manager (RM) with the managing of the KFC restaurant in accordance with Restaurant Brands Limited (RBL) policies and procedures. Manages shifts independent of RM. Ensures staff are performing their job responsibilities and meeting expectations in areas of their job descriptions 

KEY ACCOUNTABILITIES 

General Accountabilities  

∙ Consistently provide a quality product and guest service experience that delivers total guest satisfaction  

∙ Model and create an environment in which the guest is always right; ensures a positive guest service experience  

∙ Respond positively and quickly to guest concerns. Correct potential problems before they affect guests  

∙ Hire high quality people who demonstrate and ensure consistent guest satisfaction ∙ Ensure employees are trained, motivated and empowered to deliver total guest satisfaction. Evaluate each employee’s ability to maintain high levels of guest satisfaction  

∙ Maintain restaurant at the level necessary to meet or exceed RBL standards for Quality, Service and Cleanliness (QSC)  

∙ Utilize labour effectively to meet budgets while ensuring high quality of QSC  

Training and Development  

∙ Treat employees with dignity and respect; create an environment where the entire team does the same  

∙ Effectively utilize KFC Training programs from new employee orientation up to and including Management training classes  

∙ Prepare qualified employees for promotion to the next position  

∙ Develop adequate numbers of Shift Leaders to meet the objectives of the business plan ∙ Train, coach and provide regular performance feedback (positive and corrective) to motivate and improve the performance of employees  

∙ Evaluate each employee’s performance based on clearly communicated standards and expectations. Hold employees accountable for performance  

∙ Make tough decisions regarding performance related issues in the restaurant; confronts poor performance  

∙ Provide appropriate and effective counseling and/or discipline. Maintains proper documentation for disciplinary situations  

∙ Communicate and support team goals and expectations to employees as outlines by the Restaurant Manager; coach employees towards achieving team goals; recognizes and rewards employees who contribute to team goals  

∙ Seek development and growth opportunities for personal improvement  

∙ Make a continuous effort to maintain a fun and enjoyable working experience at KFC ∙ Undertake staff scheduling and budgeting responsibility under direction of the RM  

Effective Business Management  

∙ Provide input in the development of the business plan; support the execution of the business plan for the restaurant  

∙ Achieve results by planning, communicating, delegating and following up  

∙ Make appropriate business decisions independently  

∙ Meet long and short-term employee staffing needs as outlined in the business plan ∙ Analyse business performance; initiates appropriate corrective actions, in conjunction with RM, when deviations occur from financial expectations. Contributes significantly to the achievement of positive financial results  

∙ Effectively utilize available systems, procedures and technology, support departments to meet business objectives; when appropriate, takes the initiative to improve existing systems and communicates the results  

∙ Support the execution of brand-wide marketing programs; initiates programs on time, correctly and with minimal direction  

∙ Assist RM in identifying and developing local restaurant marketing strategies to maximize sales  

Appropriate and Fair Business Practices  

∙ Ensure business and personnel practices are within the law and consistent with KFC policies and procedures  

∙ Serve as a role model and set a positive example for the entire team in aspects of business and personnel management  

∙ Hold employees accountable for the methods and processes used to achieve results  

∙ Role models and set a positive example for the entire team in aspects of business and personnel practices  

∙ Enforce labour laws  

∙ Follow procedures to maintain the safety and security of employees, guests and RBL assets (building, equipment, cash, supplies)  

∙ Upholds RBL food safety, food handling and sanitation requirements, to ensure health and safety of our guests and employees  

Health and Safety  

∙ Demonstrate leadership in compliance with health and safety matters  

∙ Create and maintain a safe and healthy work environment for yourself, other workers, customers and other parties who may enter the workplace  

∙ Identify potential and existing risks/hazards, and complete risk/hazard, and accident/injury records in line with policies and procedures  

∙ Take appropriate actions (in consultation with management/HR) to eliminate or minimise any risk or hazard 

CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE 

Business/Technical Skills  

∙ Computer skills  

∙ Time management  

∙ Negotiation  

Experience (Technical and Behavioural):  

∙ Operations experience (preferably RBL) and previous supervisory (leading a shift) experience in retail or hospitality industry 

∙ Proven operational and procedural knowledge/compliance  

∙ Demonstrated ability to coach and influence team members  

∙ Demonstrated ability to manage a schedule with minimum supervision – self-starter ∙ Knowledge and experience of customer service techniques  

∙ Organisational skills  

∙ Strong problem-solving skills  

∙ Ability to plan and prioritise  

∙ Good communication skills  

∙ Ability to effectively handle and manage confidential and sensitive information 

This Position Description summarises the primary responsibilities of this role at the time of commencement. Various other responsibilities not listed here may also fall within the responsibility parameters of the position. From time to time and with the natural developments of business structure and practice, an employee may be required to perform additional or new responsibilities that fall reasonably within the expectations of this role. Any significant adjustments to role responsibilities will always be made after consultation with the employee.