Restaurant General Manager

Job Purpose:

The Restaurant General Manager is responsible for leading all facets of restaurant operations, ensuring exceptional guest services, staff management, inventory control, and the implementation of innovative strategies to enhance productivity and sales.

Key Responsibilities

Operational Leadership:

• Develop and implement comprehensive business plans to achieve strategic objectives.
• Implement and maintain high operational standards, SOPs and corrective actions to ensure quality service.
• Oversee the entire restaurant operation, ensuring top-notch guest service and satisfaction.
• Ensure full adherence to Mamo brand standards and SOPs, and achieve target scores in brand and mystery-shopper audits.
• Coordinate with the Head Chef on kitchen standards, food quality, recipe costing and portion control.

Financial Management:

• Survey demand and develop financial strategies to meet revenue and profitability objectives.
• Control purchases, manage inventory, forecast requirements, and minimize waste to ensure cost-effectiveness.
• Develop and manage the budget, including payroll, revenue, and expenditures.
• Monitor and control food cost %, beverage cost % and labour cost % against budget.
• Prepare and submit daily, weekly and monthly sales and P&L reports to the line manager.

Guest Experience & Sales Channels:

• Handle guest complaints promptly and manage responses to online reviews (e.g., Google Maps and social media).
• Manage performance on delivery and aggregator platforms (e.g., HungerStation, Jahez, Keeta), including ratings, order accuracy and delivery times.

Marketing and Community Engagement:

• Execute the restaurant marketing plan in coordination with the Marketing department.
• Plan and develop guest loyalty programs to foster repeat business.
• Participate in local food events and seasonal activations (e.g., Ramadan, Riyadh Season) to attract new patrons.

Staff Management:

• Manage, lead, and organize staff across various shifts.
• Oversee the hiring process, staff training, and performance evaluation to ensure a high-performing team.
• Foster a positive work environment and nurture staff development and succession.
• Support achievement of Saudization (Nitaqat) targets and development of Saudi talent.

Compliance and Safety:

• Ensure compliance with SFDA food safety requirements, municipality (Balady) licensing, Civil Defence regulations and other applicable KSA laws.
• Ensure all staff hold valid health certificates and complete mandatory food safety training.
• Maintain a safe, secure, and healthy environment for guests and staff.

Innovation and Industry Awareness:

• Stay informed on emerging trends in the restaurant industry.
• Implement innovative strategies to improve productivity and sales.
• Contribute to menu engineering and updates in line with current trends and guest preferences.

Key Relationships:

• Internal: F&B Operations, Finance, HR, Procurement, Marketing, and Facilities.
• External: guests, suppliers, delivery platforms, and regulatory authorities.

Job Dimensions:

• Direct reports: [e.g., Restaurant Manager, Head Chef, Supervisors].
• Annual revenue / budget responsibility based on company targets.
• Working conditions: shift-based, including weekends, public holidays and peak seasons.

Perform other responsibilities and tasks as directed by the Food and Beverage Operations Sr. Director in order to meet restaurant objectives.

Key Performance Indicators (KPI’s)

Financial KPIs:

• Revenue vs. Budget: actual revenue achieved against approved budget.
• GOP / EBITDA Margin: restaurant profitability as a percentage of revenue.
• Food & Beverage Cost %: F&B cost as a percentage of F&B revenue.
• Labour Cost %: payroll cost as a percentage of revenue.
• Average Check & Table Turnover: average spend per guest and table utilisation.

Guest & Operational KPIs:

• Guest Satisfaction: guest survey scores and online review ratings.
• Brand / Mystery-Shopper Audit Score: compliance with brand standards and SOPs.
• Delivery Platform Rating: average ratings and performance across delivery aggregators.

People KPIs:

• Staff Turnover: rate of employee turnover and retention.
• Training Completion: percentage of mandatory training completed by staff.
• Saudization Rate: compliance with Nitaqat requirements.

Compliance KPIs:

• Food Safety & Hygiene Audit Score: results of internal and regulatory inspections, including violations and fines.

Qualification and Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Master’s degree or MBA in Hospitality or Business Management.

Required:

• Food safety certification (HACCP or ServSafe Manager), or equivalent recognised in KSA.

Preferred:

• Certified Restaurant Manager (CRM), Certified Food and Beverage Executive (CFBE), or similar.
• Leadership, team management, or executive development programmes.
• Minimum [8] years of experience in food and beverage or hospitality, including at least [5] years in a restaurant management role.
• Previous experience as a General Manager in a premium / casual-dining restaurant in KSA or the GCC is preferred.

Nature of Experience

• Strong knowledge of both front- and back-of-house operations.
• Proficiency in cost and labour control systems for restaurant profitability.
• Experience in leadership and team management roles.
• Experience in managing budgets, payroll, revenue, and forecasting.
• Familiarity with POS, inventory and delivery-platform systems.

• Proficient in written and spoken Arabic and English.