about us

itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading wholesale business across Europe and beyond. Renowned for its delicious food made fresh in every shop, every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-is-class food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

scope of the role

The General Manager (GM) is overall accountable for the business performance of the designated itsu shop. They are responsible for building and leading a proud and professional team. They support their team to deliver a wonderful customer experience, creating a relaxed, comfortable environment for our dine-in customers and providing a fast and efficient service for those wanting to take out. They balance daily operational demands with strategic planning. Their performance is measured against the KPIs

They constantly challenge the management team they directly look after. Their goal is to motivate and coach their Kitchen Managers to fulfil their potential. They know when to step back and allow their management team to flourish.

people

• Building a capable, confident management team and develop them to manage a great shop
• Ensuring the whole team is working in a friendly and lively atmosphere
• Building a robust shop family tree through proactive succession planning, development and recruitment, ensuring consistency for key roles
• Ensuring every member of the shop team have individual development plans; ensuring these plans are documented and followed through (either personally or via the Kitchen/Service Manager)
• Having a communications plan in place for the shop, including well-run and planned management meetings, 121s, feedback appraisals, team briefs and shop team meetings
• Completing regular performance reviews with the management team on their key responsibilities
• Being the first point of contact for any ER issue, dealing with them according to the company’s policies
• Ensuring that all the ER issues are promptly reported to the Ops Manager and to the HR department

quality

• Ensuring the management team is continually focussed on fulfilling the itsu food requirements as identified in their job description
• Motivating the management team to be passionate and knowledgeable about the quality and freshness of our food
• Holding regular Front of House and kitchen reviews to establish current performance and facilitate improvements as and when necessary
• Ensuring the management team is continually focussed on fulfilling the itsu service requirements as identified in their job description
• Constantly observing the shop from a customer perspective, challenging the management team to do the same
• Working with the team to achieve perfect mystery shopper scores every week
• Ensuring the management team is continually focussed on all requirements as identified in their job description
• Ownership of the shop’s maintenance programme; ensuring all calls are logged, tracked and reviewed and proactively follow-up outstanding or unsatisfactory issues personally with the maintenance team
• Ensuring that all Health & Safety and Food Safety practices adhere to the current legislation and itsu standards

standards

• Manage the shop operational standards through MBWA (manage by walking around) as per itsu procedures
• Comply with all itsu health & safety policies to ensure all the products we serve to our customers are safe
• Ensure the team carries out all 5 food safety focuses at all times
• Maintain a clean and safe kitchen as per itsu standards
• Ensure safe-su rules are adhered to at all times
• Ensure EHO 5 stars are achieved
• Take ownership of itsu equipment and ensure it is maintained to the best standards by all team members
• Hold daily team briefs and hot briefs; always focusing on people, quality and standards

money

• Ensuring the management team is continually focussed on fulfilling the Shop Profitability requirements as identified in their job description
• Having a strategic sales growth plan in place (utilising marketing initiatives where appropriate) to drive business
• Fully understanding of your annual sales profile; plan and forecast to maximise sales opportunities
• Forecasting labour management intelligently to drive sales

the ideal candidate

• 2 years+ general manager [or similar] experience
• Experience in Quick Service Restaurant [QSR] preferred
• Managed and developed a team of 10+ team members 
• Experience in Food Safety
• Ability to complete rotas according to budgets and to manage labour efficiently whilst maintaining high operational standards
• Ability to understand a P&L and stock management process, understanding waste and how to manage it
• Excellent eye and passion for detail 
• Good communication skills to support our diverse teams
• Passionate about delivering great customer experience
• Dedicated to nurturing and developing teams
• Committed to supporting the wider community and team engagement opportunities 
• Capacity in dealing with basic Employee Relation matters [ER]
• Passionate about good, healthy food
• Energy to thrive in a fast-paced environment

You put people at the heart of everything you do by displaying the 4 itsu qualities:

• I take pride [in what I do]
• I genuinely care [for people]
• I want to grow [myself & others]
• I build trust [around me]

things we like

Listeners, empathisers, commercial thinkers, humble individuals, challenging minds, critical friends, collaborators, creatives, those who have people at the forefront of their mind, those who are themselves, inclusive and who strongly stand for integrity & equality.

perks and benefits

• Private medical insurance
• Company pension scheme 
• Group income protection
• Life assurance
• Health cash plan
• Employee assistance program
• Critical illness scheme
• Food allowance 
• Discounts at major retailers
• Cycle to work scheme