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B&G Food Enterprises |
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To contact us: |
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Position Title: AREA COACH |
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The Area Coach provides overall leadership and direct supervision of 6 to 8 Taco Bell/ KFC restaurants to ensure that each Restaurant General Manager meets or exceeds the Operating Plan established for their individual unit. The position is intended almost exclusively as support for the RGMs. The Market Coach accomplishes these objectives by actively engaging in the coaching and direction of both RGMs and AGMs on a day-to-day basis. Focal points include establishing and reviewing unit-specific performance targets in a guest service, margin improvement and employee satisfaction, maintaining company standards in food safety, product and facility specifications, allocating limited capital budgets to meet highest priority facility needs, introducing and reinforcing new company products and initiatives, and selecting, training, developing and motivating managerial employees. The Market Coach may directly perform hands-on operational work as necessary to train new managerial employees, respond to immediate or severe customer service needs or otherwise role model appropriate skills and behaviors in the restaurant.
PRINCIPAL ACCOUNTABILITIES:
Customer Satisfaction/Product Quality
Drives customer-focused culture by serving as role model in resolving serious customer issues and training managers to meet or exceed customer service standards Tracks, analyzes and identifies root causes of customer complaints and leads management team to implement systemic solutions Periodically engages in CER audits in conjunction with Restaurant General Manager to calibrate on performance standards and to provide an objective basis for performance feedback Ensures that food safety standards are met in each unit.
Financial
Works with Restaurant General Managers to develop unit-specific Operating Action Plans. Analyzes sales, labor, inventory and controllables on a continual basis and coaches RGMs to take specific corrective action to meet or achieve margin and sales growth targets; establishes specific unit-level action plans where necessary Trains and mentors subordinates on financial analyses and profitability tips.
Operations
Ensures that facilities and equipment are maintained to Taco Bell / KFC standards. Monitors restaurant Speed of Service performance and provides coaching to unit management teams to meet performance targets. Oversee development and revision of weekly management schedules.
Human Resources
Provides ongoing coaching, feedback and development to all restaurant-level managers. Develops and updates Market HR plan to forecast staffing requirements and build bench Leads performance management process for all management and hourly employees, ensuring adequate levels of performance feedback, timely performance appraisals, meaningful training and development planning and process in resolving workplace disputes. Selects, orients and onboard all restaurant-level management Provides "hands-on" training for management staff in advanced training modules and new company initiatives, products or systems. Monitors unit staffing plans and allocates crew across units to meet severe staffing shortfalls; coordinates crew sourcing activities for multiple units. Maintains access to crew employees and Shift Leaders through periodic employee roundtables ; investigates and resolves employee complaints received through letters, phone calls or the Business Abuse Hotline. Monitors the work environments in all units to ensure fair and equitable employee treatment as well as adherence to all company, federal and state workplace regulations. Provides ongoing recognition of outstanding performance to motivate employees at all levels.
SUCCESS MEASURES Individual and Cumulative Unit Performance Results
KNOWLEDGE/SKILL REQUIREMENTS Delivers Excellence in Customer Service – Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work is to the correct standard. Possesses extremely high standards of product quality and speed of services and constantly monitors performance against those standards. Possess a strong eye for detail and cleanliness. Presents a positive image through tidy and professional appearance of self and other employees. Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and techniques in making decisions and improving restaurant performance. Team Leadership – Supervises others and efficiently coordinates their work. Delegates tasks to the most appropriate member of staff. Is able to remain in control in difficult situations. Provides clear directions and authority. Gets involved in a "hands-on" manner and leads by example. Is assertive. Communicates restaurant goals and a motivating vision; links individual performance to achieving restaurant goals. Demonstrates principled leadership and sound business ethics; stands up for what’s right. Celebrates achievements; recognizes and rewards others; generates pride and commitment. Regularly coaches staff to drive performance against objectives; provides ongoing, constructive feedback. Demonstrates passion, enthusiasm and intensity in work; is a role model. Business Savvy – Identifies problems quickly; assertively develops and implements solutions; manages restaurant flow to ensure customer satisfaction. Focuses the team on critical business issues; plans, organize and delegates work for peak efficiency. Ensures understanding and use of available business tools by appropriate team members. Accurately analyzes financial data; identifies trends and take appropriate action; follow-up to ensure 100% implementation. Understands key business drivers and uses this knowledge to build sales and achieve margin targets. Drive for Results – Able to make decisions after thorough evaluation. Shows initiative in order to make the most of day-to-day situations and problems. Quickly reacts to emergencies and identifies a corrective course of action. Uses considerable initiative. Aggressively pursues business objectives. Takes responsibility to ensure business objectives are met. Integrity – Communicates intentions, ideas ad feelings openly and directly, is candid and honest. "Walks the Talk" (i.e. actions are consistent with words) and solicits feedback about performance in this area. Stands up for own beliefs. Admits own mistakes and vulnerabilities and takes actions to correct mistakes. Chooses to be honest and forthright even in difficult situations. Restaurant Operations – Technically proficient in all aspects of food preparation, production and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all Taco Bell product standards. Strong preference for internal promote from RGM OR MTM position AA/undergraduate degree or equivalent Taco Bell/industry experience 6-8 years supervisor experience in either a food service or retail environment Thorough knowledge of Taco Bell performance metrics, product specifications and management systems Demonstrated track record of workplace achievement in the selection, coaching and development of managerial employees Proven ability to drive customer satisfaction, financial performance and employee satisfaction.
Minimum time in position 2 years |
BASIC PURPOSE AND OBJECTIVE OF THE POSITION: |
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Supervisor’s Title: Vice-President of Operations
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