To lead all aspects of Anita Gelato operations by consistently maintaining, driving and boosting customer engagement, profitability and operational efficiency while mentoring and leading the operations team to achieve higher standards of service, cost management and employee training and satisfaction.

Reporting to: General Manager

Main Accountabilities:

· Ensures and is accountable for profitability of each store by growing sales and controlling costs of goods, inventory levels, labour, supplies and expenses.

· Develops and executes sales and profit plans per store that are in-line with budgetary goals.

· Ensures proper team member coverage, rostering according to the needs of business while maintaining target labour costs.

· Identifies staffing, recruiting, interviewing, hiring, and training needs of qualified candidates.

· Ensures that all Kürtősh procedures including food and drinks recipes are strictly followed, through training and monitoring.

· Develops, maintains and further improves new and existing tools to introduce and standardise and Kürtősh reporting, operational and customer-focused practices

· Leads and oversees high cleanliness standards consistently throughout the store in the areas of store appearance, merchandise and equipment

· Oversee and improve process of all Kürtősh store related administrative and role specific functional duties

· Champions the Anita’s gold standard service; efficient, personable and attentive

· Analyses all feedback given by customers in store, through Head Office and other channels such as social media to identify gaps in knowledge, standards and tools to drive solutions-based improvement in overall customer experience

· Promotes and practices safe and clean work habits, identifying and resolving potential safety hazards, operational inconsistencies and any team member or customer incidents.

· Ensures the wellbeing of all staff while adhering to the appropriate HR policies of Equal Employment Opportunity, Sexual Harassment and Bullying and Performance Management.

· Conducts meetings periodically with all Managers and weekly with each Store Managers, covering all aspects of the specific store’s management (Labour and Cost of Goods Management, Service, Health and Safety, Procedures, New Product Introductions etc) to ensure the team is following through on decisions, best practises and corrective measures as well as providing recognition

· Leads and manages the capabilities and needs of the operations team including Store Managers and Kürtősh employees to improve competency and performance

· Conduct performance appraisals of Store Managers and guide Store Managers on appraisals of the Kürtősh teams, including Shift Supervisors and Team Members to ensure open communication, improved performance and job satisfaction

· Develop aspiring and capable operations team to build a strong future generation of management team

Key Success Factors

· Hands on with in depth knowledge of brand, products and operational standards

· Ability to build and sustain an enthusiastic staff, leading by example

· Open minded, quick thinking and problem-solving orientation

· Orderly and systematic

· Hard working and enthusiastic

Major Working Relations

· Head Office Team

· Suppliers

· Kitchen Team

· Landlords and other external partners

Skills and Experience Required:

· Relevant qualifications in Business, Hospitality, Hotel Management, or a related field, with at least 12 months of work experience in the last 5 years.

· In lieu of formal qualifications, a minimum of 3 years of relevant work experience will be accepted.

· Demonstrated experience in managing daily operations, staff supervision, and customer service within a hospitality or service-oriented environment.

· Proven ability to improve operational efficiency, lead teams, and contribute to overall business performance.