Wing Leader

Job Purpose:

The Wing Leader / Area Coach plays a key role in achieving Guest Satisfaction and overall unit performance. As a leader in his or her area, the Wing Leader is the cornerstone to ensure operational performance for each store.

The Wing Leader / Area Coach role is to spend majority of their time conducting structured and tailored restaurant visits in which they coach and direct Restaurant Managers to improve guest satisfaction, maintain a great working environment for the crew and ensure overall operational requirements are met with the highest standards.

Job Responsibilities:

Guest Owner

• Ensures Guest Centric mindset is embedded in each restaurant, and the RM sets the example in this area.
• Ensures 4Fingers standards of product quality, facility, cleanliness and guest satisfaction are met.
• Ensures that 4Fingers Food and Quality audits are conducted according to schedules, works with RM and team to analyses and develop action plans, follows up and revises action plans as necessary.
• Monitors and implements programs to improve order accuracy, speed of service, courtesy and cleanliness.
• Coaches and models team involvement in problem solving to improve guest satisfaction.
• Follows up on guest complaints to ensure quality, timely response
• Identifies and implements process improvements that drive guest satisfaction and profitability in conjunction with the Operations Manager.
• Works with RM to implement effective scheduling.
• Reviews restaurant management work schedules for alignment.
• Ensures all new openings deliver on a great buzz, and both 4Fingers Food and Quality standards are delivered from day 1.

Team Owner

• Acts as a cultural ambassador by reinforcing the ARICEQ and Recognition values in the area through consistent behaviors.
• Selects and develops RMs, Assistant Managers and Shift Supervisors in conjunction with their HR Manager.
• Monitors RM in recruiting, selecting and training employees to ensure restaurant's staffing needs are attained in a timely/cost-efficient manner.
• Provides input on training needs and effectiveness, monitors training processes to ensure quality training follow up and reinforcement.
• Responsible for quality training for restaurant management, including RM, Assistant Managers and Shift Supervisor using the 4Fingers Guidebook training programmed.
• Ensures quality performance feedback are given to each manager on a regular basis.
• Selects, develops and prepares RMs for certification.
• Performance manages and effectively uses the disciplinary procedures as required.
• Practice effective employee relations and effectively resolves employee concerns.
• Reviews appropriateness of team member terminations.
• Executes an agreed succession plan in conjunction with HR Manager within the area to fill RM, Assistant Managers and shift Supervisor positions.
• Identifies and implements motivational programs / incentives for team members.

Business Owner

• Coaches and assists restaurant managers in identifying sales growth opportunities, implementing approved marketing activities and deploying best operating procedures
• Report findings to Operations Manager and continuously seek improvement for the store

JOB Description:

• Prepare monthly business reviews.
• Ensures compliance with all health, safety and Halal laws and HR policies by conducting meetings, posting required notices, performing quarterly restaurant audits and taking appropriate actions.
• Ensures achievement of profit and sales targets in area.
• Approves operating expenditures within guidelines for other controllable and inventory.
• Ensures that required audits and controls are in place.
• Reviews payroll documents to ensure compliance to schedule and authenticity of pay requests.
• Audits cash handling procedures to ensure, deposits, receipts for cash, cashier funds, and all monetary items are handled appropriately.
• Audits physical inventory alternately in each restaurant on a weekly basis.
• Ensures management and team members for new openings are recruited, trained and certified in a timely manner.

Required Skills and Experience:

• At least 5 years Store Management experience – with strong track record
• At least 2 years' experience managing multi-stores
• Commercial acumen and strong understanding of finance principles; analytical skill
• Strong with process and execution planning
• Ability to lead and manage people well including coaching and mentoring skills
• Good communication skills
• Driven to win; strong sense of accountability
• Passionate about the food industry and customer experience
• Familiar with the food industry local laws, certifications and compliance
• Some marketing ability
• Self-starter who can identify opportunities and act