Above Store Leader

Position Information

Position Title: Area Coach

Supervisor's Title: Senior Area Coach (SAC), Director of Operations (DO), COO

Positions Summary

Oversee operations, financial performance, training, development, and guest satisfaction of multiple units. Hire the right people and ensure the restaurant teams consistently demonstrate, and execute behaviors that produce the culture and results consistent with company standards policies, and systems. Effectively motivate, communicate, model, and remove barriers to enable maximum performance, and develop solutions that drive business results. Serves as an information resource for entire area as well as peer group.

Accountability Scope

Fiscal and operational management is a key accountability. This position is directly responsible for hundreds of thousands of dollars in capital and resources. Other AC accountabilities include but are not limited to: field-visibility in restaurants; complete and timely compliance of company and franchisor standards for food safety, security, safety, and employment matters. Enhances image of the Company by ensuring product integrity. Identifies and taps all existing resources and utilizes creative problem solving when faced with a new challenge. Creates and maintains a positive image within the community. 

Principal Responsibilities

EMPLOYEE RELATIONS - Effectively communicates brand culture and strategy to SAC, DO and COO. Discusses company goals and performance in meetings and ensures engagement of the entire team. Functions as a team builder and coach, recognizes and eliminates communication barriers, teaches and models good employee relations. Communicates important issues to GM’s on a consistent basis. Maintains documentation on important employee relations issues. Escalates applicable matters to HR, DO, and COO such as: performance issues, employment decisions, leaves, background checks, sexual harassment and other matters that substantiate their guidance and expertise to limit legal exposure.

Operations

1. LEADING PEOPLE / DEVELOPMENT - Coaches and supports the restaurants by providing timely and consistent development. Follows up to ensure GM’s provide appropriate development for AM’s and other team staff. Takes accountability for their part in the development of AM’s and GM’s. Encourages management teams to improve performance, and provides additional training. Utilizes Daily Business Review as a forum for discussion and coaching. Leads by example, holds regular Area meetings, is approachable, and shares resources. Builds people capability using Bench Planning and internal promotion process. Hires, develops, and promotes GM’s and AM’s. Completes timely Management Performance Evaluations and Development Plans. Demonstrates "BELIEF IN PEOPLE", "RECOGNIZES" individuals and encourages team to recognize each other. Displays positive energy in restaurants. Ensures all GM’s and AM’s are Serve-Safe certified. Ensures implementation of the Learning Zone program at all levels. Effectively communicates brand culture and strategy to restaurant teams.
2. FINANCIALS – Sees that controllable expenses are managed to plan. Reports and tools are consistently and effectively used to meet financial controls. Manages labor cost, including average wage. Reviews daily sales, food cost, cash, and labor reports and follows up on all variances from plan. Works effectively with supervisors to drive business results.
3. Food Safety- Ensures Food Safety learnings and standards are followed. Uses Restaurant Visit, period and weekly calendars to drive restaurant visit agendas. Conducts effective visits and documents visits. Ensures proper opening and closing security procedures are followed and cash and security policies are in place. Assures preventative maintenance and ongoing cleanliness programs are in place, as well as, compliance with all municipal, state and national codes. Conducts restaurant consultations according to Company guidelines.
4. SERVING THE CUSTOMER Demonstrates "POSITIVE ENERGY" by handling customer concerns on the spot and by helping management teams and Team Members resolve customer concerns. Recognizes and rewards positive behavior. Empowers managers to resolve customer complaints and follow up on customer complaints. Oversees flawless execution of new product rollouts. Customer satisfaction communicated and participated at all levels; Observes product quality procedures are followed (i.e. food safety procedures, hold times, QA program, and customer incident procedures).
5. SALES - Drives restaurant operations to achieve at or above standard results (i.e. customer service and Food Safety standards). Drives GM and AM accountability for growing sales and executing company processes and achieving restaurant metric standards. Confirm restaurants are ready for marketing and product promotions and teams are following DT script. Holds GM’s and AM’s accountable for participating in and executing company initiatives.
6. ICOS- Ensures ICOS processes are executed in the restaurant. Utilizes restaurant plans to monitor profit variables. Reviews restaurants Management & TM schedule for effectiveness weekly. Ensures GM manages cash by using company cash policies and procedures. Requires GMs to involve their teams in setting and reaching restaurant goals. Uses P&L, and other appropriate reports, to analyze their business and establish and execute tactics for improvement. Uses In-Restaurant coaching to improve performance. Conducts period and quarterly business reviews to ensure plans are in place to improve performance

Key Relationships

1. Significant communication aspect is communicating with restaurant teams and keeping SAC, DO, and COO up to speed on the status of restaurant operations (providing operational reports and sharing/seeking advice on problem issues.)
2. Restaurant Team – providing leadership direction, motivating staff, giving direction and guidance, building trusting relationships.
3. Office/External Staff - establishing and maintaining excellent relationships to enlist expertise in areas of need.

Knowledge & Skill Requirements

Education: High School Diploma or Equivalent

Experience: 5 years GM experience or equivalent, 1 years area coach experience or equivalent

Specialization: (Licences, certifications, etc.) Reliable transportation and maintains a valid driver’s license and insurance. Above Store Leaders with positions requiring significant business driving must maintain an acceptable driving record (MVR). Must maintain Serve-Safe certification every 5 years. Must pass a Background Check.

Qualifications: