ROLE OVERVIEW

The Area Manager is the most senior field-based operations role responsible for overseeing multiple restaurant locations within an assigned cluster. This role owns branch performance, staff performance, operational compliance, cash control, and sales results across all locations under their responsibility. The Area Manager is fully accountable for everything that happens operationally within their cluster and must maintain constant communication availability to support locations and management.

KEY RESPONSIBILITIES CLUSTER OWNERSHIP & OPERATIONAL CONTROL (NON-NEGOTIABLE)

Hold full operational ownership of all restaurants within the assigned cluster.

Be accountable for branch performance, staff conduct, service standards, cleanliness, compliance, and results.

Ensure all locations operate in line with company SOPs, policies, and management instructions.

Take responsibility for operational issues regardless of shift, staff assignment, or physical presence.

AVAILABILITY & COMMUNICATION (NON-NEGOTIABLE)

Remain reachable by phone and messaging platforms at all times during operational hours.

Respond promptly to calls, messages, and escalations from branches, management, and support teams

Act immediately on urgent operational, staffing, customer, or compliance issues.

PEOPLE MANAGEMENT & PERFORMANCE

Manage, supervise, and evaluate Restaurant Shift Managers and location leadership teams.

Ensure proper staffing, attendance, discipline, and conduct across all locations.

Take corrective action on underperformance and escalate repeated issues to management.

Own staff performance outcomes within the cluster.

TRAINING & STANDARD ENFORCEMENT

Ensure all staff are trained on SOPs, service standards, hygiene, and operational procedures.

Conduct on-the-job training, refreshers, and corrective coaching as required.

Ensure new store openings, new staff onboarding, and retraining are executed properly.

SALES PERFORMANCE & TARGETS

Own sales performance and commercial results for the assigned cluster.

Ensure sales targets, growth initiatives, and promotional execution are followed.

Monitor daily sales, trends, and performance gaps and take corrective action.

Coordinate with management and marketing teams to support sales initiatives.

CASH, SALES & OPERATIONAL AUDITS

Conduct regular and surprise cash audits, sales audits, and operational checks across locations.

Ensure accurate POS usage, cash handling, shift handovers, and reporting.

Investigate cash discrepancies, sales anomalies, or compliance failures and report findings.

Ensure corrective actions are implemented and followed through.

CROSS-FUNCTIONAL COORDINATION

Liaise with Central Kitchen, Supply Chain, Inventory, Enforcement, Accounts, Call Center, and Maintenance teams.

Coordinate with other Area Managers and managers in different departments to resolve cross-location or cross-functional issues.

Ensure smooth communication between field operations and head office functions.

CLEANING, HYGIENE & COMPLIANCE (NON-NEGOTIABLE)

Ensure strict adherence to cleaning, hygiene, food safety, and government regulations across all locations.

Ensure locations are inspection-ready at all times.

Address violations immediately and enforce corrective actions.

REPORTING & ESCALATION

Provide clear and timely updates to Operations Manager, Executive Operations Associate, and General Manager.

Escalate critical operational, compliance, or people issues without delay.

Support investigations, disciplinary actions, and corrective measures when required.

ACCOUNTABILITY

The Area Manager is accountable for operational performance, staff performance, sales results, cash control, compliance, and overall execution within their cluster.

Failures caused by negligence, lack of supervision, poor follow-up, or non-responsiveness may result in disciplinary action.

This role requires leadership, availability, decisiveness, and full ownership of results.