General Manager/ Patrao

• Provide leadership as a Guest experience champion for the Casa;
• Inspire the perfect Guest experience and bring Nando's 5 Values to life
• Effectively communicate daily/weekly sales, product and Guest experience focuses by hosting impactful pre-shift Huddle Buzz sessions, aligning and firing up the team
• Provide effective training and product knowledge to enable the team to upsell and make recommendations in line with company guidelines and incentives;
• Handle and resolve Guest complaints, with the aim of achieving 100% Guest satisfaction;
• Implement local marketing initiatives and promotions to build business in accordance with provided guidelines;
• Effectively forecast and manage product to minimize waste and avoid running out of product;
• Ensure all areas of the Casa are presented in accordance with the company's policy and procedures especially food preparation and food safety;
• Identify areas within Casa that are not in accordance with company standards on food safety and health + safety and take corrective action;
• Ensure all visual display / POS materials and stock presentation is in accordance with national layouts and guidelines.
• Train, coach and supervise Assistant Managers, Shift Supervisors and Nandocas, determine work requirements and priorities, assign tasks to maximize Casa performance;
• Identify high performing Nandocas, and schedule an optimum roster for each shift; ‘aces in their places' and ensure ‘no shows' or known absenteeism is replaced as efficiently as possible;
• Act on any Performance Improvement opportunities that arise and escalate any performance issues or Nandoca breaches of policy/procedures to the Area Director as appropriate;
• Perform opening and closing duties, and all other daily routines including walk throughs and checklists, in accordance with company policy and procedures before, during and after trading hours;
• ‘Pass the torch' and hand over the shift in an effective and professional manner, ensuring all shift accountabilities have been achieved.

• Ensure all daily/weekly Casa administration is correctly carried out as per company policy and procedures;
• Monitor the performance and provide guidance to Assistant Management, Shift Supervisors, Buddy Trainers, hourly Nandocas;
• Lead weekly management meeting to align and level set Casa leaders;

• Manage Nandoca performance in line with company procedures; including rewards and recognition, effective coaching, annual Success Management reviews and semi-annual one-on-ones;
• Ensure compliance with and integrity of all employment conditions including leave management, change forms and all payroll documents, performance upgrades, terminations;
• Oversee the inventory management, receiving and storage in line with municipal and provincial Health + safety and Food Safety compliance, company policies and procedures
• Ensure correct training and validation of knowledge and skills takes place for each new Nandoca
• Ensure all policies, agreements and sign offs are completed by new and existing Nandocas - completed in a timely manner;
• Ensure uniform and grooming standards of all Nandocas is maintained;
• Determine and manage labour requirements and priorities according to Casa trading patterns, delegating tasks accordingly;
• Ensure effective and appropriate Casa communication processes are in place (daily/weekly);
• Conduct Casa orientation and on boarding – including facilitation of provincially required compliance courses (‘No Dirties in our Casas', ‘Keeping our Casas Safe', Accommodating Guests with Disabilities, WHMIS) for all new Nandocas.

• Ensure all cash is handled in accordance with the company's policy and procedures;
• Ensure coaching is provided to Cashiers on effective cash management techniques to minimize cash related errors;
• Ensure budgets are met by analyzing period P+L reports identifying opportunities and implement solutions for improvement in Casa profitability through root cause analysis
• Manage labour costs by maximising Casa productivity and staffing;
• Manage Casa expenses to budget, without compromising Casa financial stability;
• Maximize Gross Profit strategically (i.e. inventory management, labour, maintenance, Guest recovery costs, etc.)
• Perform stock takes in accordance within company time frames and guidelines.

• Create a culture of Health + Safety ensuring a safe work environment for Nandocas and Guests;
• Ensure the location maintains an active Joint Health and Safety Committee (JHSC) as set out by provincial legislation, and the company
• Conduct or participate in safety audits/walkthroughs and ensure the Casa is free from any hazards or undue risks to health, both to Guests and Nandocas
• Ensure all required PPE equipment is maintained and available to Nandocas;
• Evaluating and actioning any JHSC recommendations, raising safety matters with the Area Director when appropriate;
• Report all incidents or injuries within 24 hours of incident/injury occurring;
• Ensure any breaches of company safety procedures are dealt with in accordance with the

• Ensure any information regarding safety matters is communicated to the Casa team;
• Create a culture of Food Safety, ensuring a safe work environment and excellence in food quality for Nandocas and Guests;
• Valid National Food Safety Training Program (NFSTP) certificate (or registered for training)
• Valid First-Aid certification (or registered for training)
• Valid Health + Safety certificate (Level 1 and Level 2 in Ontario) (or registered for training)
• Valid Provincial Responsible Alcohol Service Certificate
• Attend and complete any training and/or meetings designed to further awareness of safety;

• Ensure all Nandocas are inducted and trained in accordance with the municipal and provincial requirements as set out by the company, to ensure a safe and secure environment for all Nandocas, Guests, visitors and contractors;
• Ensure Emergency Action Plan is reviewed at orientation and annual Fire Evacuation and fire equipment training is conducted

• Mystery Shopper results;
• Escudo Audit (internal);
• Average Guest Check (AGC);
• Quarterly Compliance
• Annual Nandoca engagement survey (Izwi) scores and action plans;
• Guest Feedback scores;
• Labour percentages;
• Variance % vs. target budget to sales; EBITDA
• Steritech audit results;
• Realizing Talent (Nandoca retention, development and internal growth)

• High school education (or equivalent);
• Minimum 3 years' experience in food service or hospitality related industry essential. Experience in a hospitality industry preferred;
• Minimum 2 years direct Guest experience;
• Proven track record in achieving KPIs, particularly financials, sales and profit;
• Proven ability to engage, lead and motivate others;
• Vehicle and current driver's license preferred;
• Ability to work shifts essential;
• A working knowledge of Provincial/Municipal Health and Safety standards, Food Safety standards, and Labour Law regulations
• Exceptional communication skills and great Guest service skills essential;
• A positive, punctual and professional approach;
• Excellent attention to detail;
• Strict adherence to all company policies including all food handling and safety procedures;
• Ability to plan, multitask and prioritize multiple things at once essential; and
• Pride in personal grooming and presentation.

Nando's Restaurant Group