Reporting to: Market General Manager
Role Overview
We love what we do and it shows! Time Out Market is the division of Time Out that brings our food and cultural experiences to life for our guests, readers and clients.
Our Senior Operations Manager takes the lead in ensuring that Time Out Market Cape Town provides each of our guests and team members a memorable experience with each visit.
Key Responsibilities
- Maintain the highest standards of food and beverage quality, guest service, cost control, and consistency in accordance with TOM expectations
- Focus on succession management, training and, development of all TOM employees
- Delegate responsibility to the management team as needed and enforce existing policy consistently
- Oversee and participate in the hiring, training, supervision, management, coaching, counseling, and evaluation of all members of the restaurant team
- Oversee the weekly schedule for both TOM staff and contracted staff
- Oversee payroll for the hourly and management staff, conduct pre-shift meetings, and assist team members with any inquiries
- Develop and implement operating standards, policies, and procedures to be followed by the management team
- Excellent communication skills required, both verbally and in writing, to provide clear direction to the management and service teams
- Assign and instruct the employees and managers in the details of their work; observe performance and encourage improvement where necessary
- Operate with an open-door policy, listen to and understand requests of the team, respond with appropriate actions, and provide accurate information
- Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for the management team and other TOM and Vendor employees
- Interact with all department personnel, restaurant staff and Vendor staff as needed
- Ensure inventory levels are maintained for facilitating proper restaurant operations, enforce strict inventory controls, and participate in monthly inventory reconciliations in conjunction with purchasing and finance teams
- Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations
- Ensure that no members of staff are permitted to work if they are not suitably dressed, groomed or showing symptoms of sickness
- Develop and implement cost-saving and profit-enhancing measures
- Maintain positive and professional relations with vendors, managing vendor interaction on the property with our staff
- Monitor guest satisfaction on all levels, including social media platforms
- Ensure health, safety, and sanitation requirements are following the Department of Health, OSHA, and any city or state agencies such as the Department of Buildings and the Fire Department
- Must have strong problem-solving skills
- Must have strong business and financial acumen
- Ability to lead by example
- Ability to act in a professional manner always
- Ability to communicate effectively and assertively in the English language, both verbally and in writing with staff, clients, and the public
- Ability to maintain a high level of confidentiality
- Ability to write reports, business correspondence, and procedure manuals
- Ability to demonstrate a positive attitude always
- Ability to keep an open and objective view
- Ability to listen empathetically and be respectful always
- Ability to maintain composure and stay focused
- Ability to maintain personal integrity
- Ability to work as a team, stay organized, handle various projects at one time, follow up and make accurate decisions
- Ability to handle a fast-paced, busy, and somewhat stressful environment
- Ability to work under pressure and meet deadlines
In addition to performance of the essential functions, this position may be required to perform a combination of the following support functions, with the percentage of time performing each function to be solely determined by the General Manager based upon the particular requirements of the operation.
- Participate in the development of the annual budget for the entire market; develop short and long-term financial operating plans
- Attend mandatory meetings including divisional meetings, executive meetings, and staff meetings
- Plan, execute and participate in community events.
- Plan, execute and participate in corporate events.
- Utilize traditional software programs such as OpenTable, Microsoft Office (Word, Excel, Outlook, and PowerPoint), Light Speed, and any department-specific systems in use
- Keep work area clean and organized
- Ensure confidential documents are kept in a secured area
- Properly dispose of confidential documents containing any personally identifiable information via shredding or pulverization
- Complete other duties as assigned by the General Manager
- Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards
- Maximize restaurant profitability, implementing effective controls of departmental processes and prime (food & labor) costs
- Monitor the restaurants budget as well as TOM and Vendor revenues to ensure efficient operations, including revenue and labor expense control
- Maintain compliance with TOM policies and procedures, as well as city, state, and federal laws
- Maintain compliance with necessary operational policies, including Health and Safety, Food Hygiene, Maintenance, Emergency Procedures and Liquor Laws
- 21+ years of age
- Possession of or the ability to possess all state required work cards
- Proof of eligibility to work in the RSA
- High School Diploma required; Bachelors degree preferred
- Minimum of three to five (3-5) years of restaurant operations experience required, with a minimum of one (1) year in a senior level position.
- Expert knowledge of restaurant operations including food, beverage, service techniques, and guest interaction
- Above average skill in math and algebraic equations using percentage
- Proficient in Windows Microsoft Office, Mac OSX, POS systems - Lightspeed
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Must present and maintain a professional image to further the overall theme of the venue
- Must have good positive energy throughout the day
- Must be able to read the computer monitors
- Must be able to print legibly for employees, management, and guests to read
- Must be observant and quick to respond to various situations
- Must be able to move quickly through work and set the pace in the office and/or venue
- Must be able to sit and/or stand for extended periods of time
- Must be dexterous and able to participate in all service aspects.
- Must be able to twist, tow (push or pull), reach, bend, climb and carry as necessary
- Must be able to push and lift up to 25 lbs
- Ability to use hands to handle, or feel objects, tools or controls
- Ability to reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl
- Ability to talk, hear, taste, and smell
- Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Small to Medium office environment
- Personal desk space
- Restaurant environment
- 5-25% Local Travel
- Noise level in the work environment is usually moderate. Occasionally work in an environment that is subject to varying levels of noise and crowds the severity of which depends upon Guest volume
- Work varied shifts to include days, nights, weekends and holidays
Time Out is a company filled with individuals as diverse as the cities we live in and cover. At the same time there are common characteristics and values we all share. To join our team, youll want to
- Be commercially astute
- Either have experience at or want to dive headfirst into a fast-paced transformative company in pursuit of excellence
- Think globally
- Have excellent communication and relationship building skills
- Have a high sense of ownership, urgency and drive
- Be a team player
At Time Out Group we believe in diversity and equal opportunity for all people. We do not discriminate against external or internal candidates on the basis of age; disability; gender, gender reassignment; race; religion or belief; sexual orientation; marriage and civil partnership; pregnancy and maternity. We believe that diversity develops creativity and enables personal and professional growth where we all learn from each other. We believe in an open culture where ideas are shared candidly and where there is no fear of failure, but rather an understanding that we must experiment and have the freedom to succeed. We believe that everyone has the right to express themselves as they are as this enriches us all. We believe in an open world, social justice, and the pursuit of happiness, after all, we are in the happiness business.
About Time Out Group Plc
Time Out Group is a global media and hospitality business that inspires connection and joy by capturing the soul of the worlds greatest cities through its two divisions Time Out Media and Time Out Market.
Time Out launched in London in 1968 with a magazine to help people discover the exciting new urban cultures that had started up all over the city. Today, Time Outs professional journalists curate the best things to do, see and eat in 333 cities in 59 countries.
Time Out Market is the worlds first editorially curated food and cultural market, bringing a citys best chefs, restaurateurs and unique cultural experiences together under one roof. From cooking classes with top chefs to installations from local artists and live entertainment, Time Out Market captures the soul of the city.
The first Time Out Market opened in 2014 in a historic market hall in Lisbon, quickly turning into the most popular destination in the city with 4.1m locals and tourists visiting in 2019. The success of Lisbon brought further expansion in North America, with Time Out Market opening in four major cities in 2019 in New York, Boston, Chicago and Montreal. In 2021, Time Out Market expanded into the Middle East with Time Out Market Dubai, and more Time Out Market locations are in the pipeline including Porto, London, Prague, Japan and more.
Time Out Group was named International Brand of the Year 2021 in the Campaign Publishing Awards awarding bravery, editorial innovation and forward thinking. While Time Out Market won the Most Innovative Food & Beverage Concept Award at the Global RLI (Retail & Leisure International) Awards 2021
