Cluster General Manager – Nha Trang

JOB SUMMARY:

The Cluster General Manager (CGM) to oversee and manage the operational, sales, marketing, financial, HR, training and development, maintenance, and customer service aspects of multiple F&B establishments within Nha Trang & Da Lat area. The CGM will be responsible for ensuring exceptional customer service, achieving outstanding service standards, and driving the overall success and profitability of the cluster.

KEY RESPONSIBILITIES:

1. Operational Leadership:

- Oversee the day-to-day operations of all F&B outlets within the cluster to ensure smooth and efficient processes.

- Develop and implement operational procedures and SOPs to maintain consistency across all outlets.

- Periodically create/revise the menu at all outlets to improve services and controlling cost

- Monitor and ensure compliance with health, safety, and sanitation regulations.

2. Sales and Marketing:

- Develop and execute sales and marketing strategies to drive revenue and meet sales targets.

- Analyze market trends and customer preferences to identify opportunities for business growth.

- Implement promotional activities and events to attract and retain customers.

3. Financial Management:

- Manage the financial performance of the cluster, including budgeting, forecasting, and financial reporting.

- Monitor and control costs, expenses, and overall financial efficiency.

- Identify opportunities to maximize profitability and cost-effectiveness.

4. Human Resources and Talent Development:

- Recruit, train, and mentor a high-performing team across all outlets.

- Develop and implement HR policies and procedures to ensure a positive and productive work environment.

- Implement talent development programs to enhance employee skills and performance.

5. Maintenance:

- Oversee the maintenance and cleanliness of all outlets to ensure a pleasant and safe environment for customers and staff.

- Coordinate with external vendors and suppliers for maintenance and repair services as needed.

6. Customer Service and Quality Control:

- Set and maintain high standards for customer service and overall dining experience.

- Address customer feedback and complaints in a timely and professional manner.

- Implement quality control measures to ensure consistency in food and service quality.

7. Core Values Integration:

The Cluster General Manager should embody and promote the following core values of the restaurant chain:

Guest-Centricity: Placing the guest experience at the center of all operations, exceeding expectations through personalized service.

High Productivity and Result-Orientation: Cultivating a culture of efficiency, continuous improvement, and impactful results, setting ambitious yet achievable goals

Excellence: Striving for excellence in all aspects of operations and delivering unmatched quality in every service provided.

Innovation: Embracing innovation to enhance guest experiences while preserving tradition and culture.

Team Empowerment: Fostering a culture of empowerment, respect, and diversity among team members.

Aesthetic: Commitment to creating beautiful spaces and experiences that captivate and inspire guests.

Sustainability: Committing to environmentally sustainable practices and ethical operations in all aspects of the business.