Area Coach

Supervisor's Title:

Senior Area Coach, Chief of Operations

Oversee operations, financial performance, training, and 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 and franchisor standards policies, programs and systems. Effectively motivate, communicate, model, and remove barriers to enable maximum performance of subordinates and develop solutions that drive business results.

Fiscal and operational management is a key accountability. This position is directly responsible for hundreds of thousands of dollars in capital and resources. Other Area Coach 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 including staffing and labor laws. Enhances image of the Company by ensuring product integrity.

LEADING PEOPLE / DEVELOPMENT – Coaches and supports the restaurants by providing timely and consistent development; ensures GM's provide appropriate development for AM's and other team staff ; encourages management teams to improve performance, provides the training for them to do their jobs well, and does not let people work without proper training. Utilizes restaurant visit routines as a forum for discussion and coaching. Demonstrates teamwork by holding regular Area meetings, effectively resolving concerns, and ensuring resources are shared. Builds people capability through execution of the Bench Planning and internal promotion processes. Ensures execution of Team Member selection process in their restaurants to hire only the right people. Hires, develops, and promotes GM's and AM's. Ensures all management and Team Members receive effective and timely Performance Evaluations and Development Plans as appropriate. Demonstrates "BELIEF IN PEOPLE" by treating each person on their team fairly and with respect. "RECOGNIZES" individuals and frequently encourages team members to recognize each other. Displays positive energy in restaurants. Smiles and greets all Team Members.
Ensures all GM's and AM's are Serve-Safe certified; ensures implementation of the Learning Zone program at all levels; develops and implements succession bench planning for all AM's and up; participates in management recruiting to coach and assist in building successful restaurant management bench.

EMPLOYEE RELATIONS –Effectively communicates brand culture and strategy to restaurant teams, Senior Area Coach, and COO. Discusses company goals and performance in Sales meetings and Rallies 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 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.

FINANCIALS - Ensures controllable expenses are managed to plan; ensures reports and tools are consistently and effectively used to meet financial controls; manages labor cost, including average wage, to meet Area wage guidelines; reviews daily sales, food cost, cash, and labor reports and follows up on all variances from plan to meet or exceed Area Sales Plan. Works effectively with functional support partners to drive business results.

MARKETING - Ensures Area-wide consistency in execution of all marketing programs. Recognizes business generators, traffic patterns and acts to maximize opportunities. Coordinates local store marketing programs within the Area.

OPERATIONS – Develops CORE learnings and standards. Uses coaching plan, period and weekly calendars to drive restaurant visit agendas. Conducts effective visits and documents visits. Ensures Area compliance with all training standards; ensures proper opening and closing security procedures are followed and signed cash and security policies are in place; ensures preventative maintenance and ongoing cleanliness programs are in place; ensures compliance with all municipal, state and national codes; conducts restaurant consultations according to Company guidelines; follows up on sanitation checklists. Maximizes use of current technology to continually leverage innovation. Serves as an information resource for entire Area as well as peer group. Identifies and taps all existing resources and utilizes creative problem solving when faced with a new challenge.

SERVING THE CUSTOMER – Demonstrates "POSITIVE ENERGY" by handling customer concerns on the spot using LAST and by helping management teams and Team Members resolve customer concerns. Recognizes and rewards Customer Mania behavior. Leads Rallies. Ensures managers are empowered to resolve customer complaints; ensures follow up on customer complaints; ensures flawless execution of new product rollouts; Total customer satisfaction communicated and participated at all levels; ensures product quality procedures are followed (i.e. food safety procedures, hold times, QA program).

SALES - Drives restaurant operations to achieve at or above standard results (i.e. customer service and CORE standards) and local store marketing. Drives GM and AM accountability for growing sales and executing standard processes and achieving restaurant metric standards. Ensures metric board tracking and communication with team. Ensures restaurants are ready for marketing and product promotions and are suggestive selling. Follows-up with GM to ensure execution. Visibly supports new restaurant development. Holds GM's and AM's accountable for participating in and executing company initiatives. Monitors success daily through Area Coach tools.

COMPANY REPRESENTATION - Creates and maintains a positive image within the community (with documented activities). Ensures incremental sales through out-of-store activities are profitable. Builds business by using company facilities proactively and efficiently in support of local organizations. Encourages participation in events and public service organizations which enhance the image of the company. Ensures compliance with company canister program.

Ensures ICOS processes are executed in the restaurant. Utilizes operating measures to monitor profit variables. Reviews restaurants Management & Team Member schedule for effectiveness weekly. Ensures GM manages cash by using brand control procedures and shift drawer accountability enforced. Requires RGMs 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.

Education:

High School Diploma or Equivalent

Experience:

5 years GM experience or equivalent, 2 years Area Coach experience or equivalent.

Specialization: (licenses, certifications, etc.…)

Reliable transportation and maintains a valid driver's license and insurance for positions that require driving: Area Coach, Region Coach, General Manager, Assistant Manager and Shift Managers. In addition to reliable transportation, 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.

• Personal Effectiveness - Takes personal ownership of tasks and responsibilities; self-motivated and self-directed. Confident. Disciplined and goal-oriented. Strong administration/organizational skills on time management and handling details. Persistent in the face of resistance or obstacles.
• Management Effectiveness - Leads and models Company values by example; ability to communicate strategic direction; establishes a trusting/collaborative environment with employees; motivates excellence. Pursues job problems quickly and handles decisively. Sets and adheres to high standards in hiring, employee development and conflict resolution. Ability to achieve desired results through others by delegating and coaching; ability to motivate staff to continually improve results.
• Judgment/Process Improvement - Can look beyond the numbers on paper to apply industry and business benchmarks, creates appropriate and timely analysis that assists the management team in understanding and solving business challenges; ability to interpret and evaluate multiple points of view; strong evaluation skills.

JOB TITLE:

Area Coach

LIGHT: X

MEDIUM:

HEAVY:

VERY HEAVY:

Exerting up to 10lbs. occasionally or negligible weights frequently; sitting most of the time

Exerting up to 20 lbs. occasionally, 10lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree

Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly

Exerting 50-100 lbs. occasionally, 25-50 lbs. frequently, or up to 10-20 lbs. constantly

Exerting over 100 lbs. occasionally, 50-100lbs. frequently, or up to 20-50 lbs. constantly

F = FREQUENTLY From 1/3 to 2/3 of the time

O = OCCASIONALLY Up to 1/3 of the time

R = RARELY Less than 1 hour per week

N = NEVER Never occurs

CODE

DESCRIPTION

Standing

F

May require long periods of standing while visiting restaurants

Sitting

O/F

Doing reports, talking to employees; Frequent for driving.

Walking

F

Moving throughout the restaurant

Lifting

O

Ability to lift a maximum of 50 lbs. with or without assistance

Carrying

O

Ability to carry a maximum of 50 lbs. with or without assistance

Pushing/Pulling

R

Ability to push or pull a maximum of 50 lbs. with or without assistance

Reaching

O

Reaching for items in restaurant

Handling

F

Files, storage boxes, small equipment

Finger Dexterity

C

Computer keyboard, cell phone, calculator, measuring, holding some tools, supplies

Kneeling

O

Inspecting, setting up restaurant

Crouching

R

Moving items in restaurants

Crawling

R

For some inspections

Bending

O

Picking up items from floor, inspecting areas

Twisting

O

Moving, inspecting, setting up restaurant

Climbing

O

Possible for inspecting, changing lights, etc.

Balancing

O

Standing and reaching/pushing/pulling items

Vision

C

Viewing, inspecting building areas; ensuring work is done appropriately, giving orders

Hearing

C

Receive and interpret information from others-face to face or by phone

Talking

C

Give information to others in discussion