Area Manager - Chicken Licken - Witbank (4 stores)
(2019-03 - 2026-05)
Provided strategic leadership and operational oversight across 4 stores in Witbank, ensuring consistent brand delivery and business performance. Assisted in the operations of Middelburg (2 stores), Groblersdal (1 store), Cape Town (2 stores), and Bronkhorstspruit (1 store), supporting those teams with compliance, performance, and operational standards.
- Recruited, onboarded, and developed Restaurant Managers and Assistant Managers; designed and implemented structured training programmes to build high-performing teams
- Conducted regular store visits and operational audits to assess compliance with SOPs, food safety standards, hygiene, and brand requirements; drove corrective action where needed
- Analysed weekly and monthly sales data, GP%, and cost reports per store; identified performance gaps and implemented targeted turnaround strategies
- Collaborated with the Operations Manager on business planning, new store initiatives, and group-wide performance improvement projects
- Monitored and controlled food and packaging costs, waste, and shrinkage across all stores to protect margins and profitability
- Set individual store KPIs and held Managers accountable through structured performance reviews and coaching sessions
- Facilitated SMART planning sessions with Store Managers to address underperformance and drive sales growth
- Championed upselling and promotional campaigns, training staff on execution to increase average transaction values and turnover
- Oversaw stock management processes including ordering, receiving, variance reporting, and stock take procedures
- Built and maintained positive relationships with franchise support teams, suppliers, and head office stakeholders
- Managed all employee relations matters across the group including warnings, performance improvement plans, grievances, and formal disciplinary hearings in line with labour legislation
- Ensured full compliance with the Occupational Health and Safety Act (OHSA) across all 4 managed stores
- Resolved escalated customer complaints professionally and implemented systemic improvements to prevent recurrence
- Prepared and presented operational performance reports to senior management, highlighting risks, opportunities, and progress against targets
Store Manager - Galito's - Witbank
(2017-11 - 2019-02)
Took full accountability for all store operations including opening and closing procedures, cash management, equipment checks, and daily readiness.
- Developed and implemented staff training programmes focused on customer service excellence, product knowledge, and speed of service
- Managed the full employee lifecycle including recruitment, onboarding, scheduling, performance management, and disciplinary procedures
- Monitored daily sales performance and took proactive steps to drive revenue and meet store targets
- Controlled store costs by managing labour hours, minimising waste, and ensuring accurate stock ordering and receiving
- Conducted regular stock takes, investigated variances, and submitted accurate stock reports to management
- Managed the cash float, daily banking, and ensured all financial procedures were followed without discrepancies
- Resolved customer complaints promptly and professionally, maintaining high satisfaction levels and repeat business
- Maintained store presentation, food quality, and hygiene to brand standards at all times
- Ensured full compliance with health, safety, and food handling regulations
Store Manager - Chicken Licken - Witbank
(2009-08 - 2017-10)
Managed the full day-to-day operation of a high-volume fast food store, maintaining brand standards, operational efficiency, and profitability over an 8-year tenure.
- Built, trained, and developed a motivated team capable of delivering consistent, high-quality customer service during peak trading periods
- Drove sales performance through effective floor management, upselling initiatives, and ensuring fast, accurate order fulfilment
- Implemented staff scheduling systems that optimised labour costs while maintaining adequate floor coverage at all times
- Managed stock ordering, receiving, and storage processes; reduced stock variances through rigorous stock take procedures and improved accountability
- Handled all cash management responsibilities including float preparation, daily banking, and reconciliation
- Investigated and resolved customer complaints efficiently, maintaining the store's reputation for excellent service
- Enforced health, safety, and food hygiene standards in line with company policy and legislative requirements
- Conducted performance appraisals, identified training needs, and delivered in-store coaching to improve individual and team performance
- Managed disciplinary matters in accordance with company procedures and the Labour Relations Act
- Reported on store performance including sales, GP%, staffing, and operational compliance to the Area Manager on a regular basis
- Progressively took on additional responsibilities, leading to recognition and promotion to Area Manager in 2019
Assistant Manager - Chicken Licken - Witbank
(2008-10 - 2009-07)
Supervised and coordinated shift operations, ensuring all staff were productively deployed and service standards were consistently met.
- Stepped up to manage the store in the absence of the Store Manager, taking full responsibility for all operational and cash management duties
- Coached and guided team members on customer service standards, food preparation procedures, and hygiene compliance
- Monitored staff punctuality, attendance, and conduct during shifts; escalated disciplinary concerns to management as required
- Conducted stock takes and assisted with stock receiving, ensuring all deliveries were checked for accuracy and quality
- Managed cash float distribution at the start of each shift and ensured banking was completed correctly when required
- Maintained store cleanliness and food safety standards throughout all shifts
- Identified and reported operational and equipment issues to the Store Manager to minimise downtime and disruption
Cashier / Fryer / Packer - Chicken Licken - Witbank
(2008-03 - 2008-10)
Delivered fast, friendly, and accurate service to customers at the till, consistently maintaining short queue times during peak periods.
- Processed all customer transactions accurately, handled cash responsibly, and balanced the till at the end of each shift
- Prepared and packed food orders to brand standards, ensuring correct portion sizes, presentation, and food safety compliance
- Operated the fryer station proficiently, maintaining oil quality, cooking times, and product consistency
- Maintained a clean and organised workstation in line with hygiene and health and safety requirements
- Demonstrated versatility by competently performing three different roles within the first 6 months, gaining a strong foundation in store operations
