OCCUPATIONAL PROFILE

Fast food restaurant manager

Job Description
A fast food restaurant manager is essentially a commercial business manager, with ultimate responsibility for safeguarding the financial success of a specific outlet/site and maintaining the reputation of the company. The role obviously has a strong hospitality element - ensuring that the restaurant delivers high-quality food and drink, and excellent customer service, are prime concerns. However, it also includes activities common to business managers within any sector, including overseeing marketing, sales, operations, finance and human resources. In some organisations, management is on a relatively large scale, as some restaurants have a turnover of over 1million and over 50 staff.

Typical Work Activities

The concept of fast food has changed over recent years and no longer just conjures up images of burgers and pizza. Coffee houses, sandwich shops, and even sushi bars, can now be considered as fast food outlets. The managers of all these establishments, regardless of their end product, face similar responsibilities, including:

operational management: organising stock and equipment, ordering supplies, and overseeing building maintenance, cleanliness and security; financial management: planning and working to budgets, maximising profits and achieving sales targets set by head office, controlling takings in the restaurant, administering payrolls, etc.; people management: recruiting new staff, training and developing existing staff, motivating and encouraging staff to achieve targets, coordinating staff scheduling and rotas; working to ensure standards of hygiene are maintained and that the restaurant is complying with relevant health and safety regulations; ensuring high standards of customer service are observed at all times; implementing, and instilling in their teams, company policies, procedures, ethics, etc.; handling customer complaints and queries; devising and marketing promotional campaigns; preparing reports and other performance analysis documentation; reporting to and attending regular meetings with area managers or head office representatives; establishing relationships with the local community and undertaking activities which comply with the companys corporate social responsibility programmes.

Work Conditions

Range of typical starting salaries: 16,000 - 21,000 for assistant manager level positions, rising to 21,000 29,000 with experience (salary data collected Dec 08). Salaries at the upper end of the scale range from 35,000 to 60,000 for managers who move into field management or operational management roles, overseeing several restaurants (salary data collected Dec 08). The sector is meritocratic and rapid progression to senior management levels is possible for those who show potential, commitment and a desire to succeed. A salary weighting is usually offered for positions based in London and the South East. Most companies in this sector offer benefits packages to management staff, which may include pension schemes, share options, private healthcare, company car, and/or discounts for friends and family. As the environment is sales-target driven, profit or performance related bonuses are common. Hours of work are generally long and shift based, with evening, weekend and public holiday work to be expected. Some managers may work split shifts, with early starts, time off in the middle of the day and a return to work for a later shift. Part-time work is not usual. Field or area managers who supervise a number of restaurants in a locality may be responsible for managing their own diaries, so flexible working is possible. Many companies operate franchising opportunities, which offer individuals the chance to invest in and run their own branch of the company. Due to the high level of financial commitment required, this is an unlikely move for those starting out in their career but it is a route to self-employment. The environment of fast food restaurants is inevitably fast paced, with the emphasis on delivering excellent customer service in a limited time frame. Working in close proximity to kitchens means the atmosphere is hot, noisy and bustling. Most of a managers time will be spent walking the floor (supervising the restaurant and kitchens) and therefore mobile/standing. It is both physically and mentally demanding. Most managers are in charge of one restaurant and therefore mainly based at one site, but some have responsibility for a number of outlets or sites and may need to travel. Area managers should expect travel to take up the majority of their day. The general view is that there is an even gender balance across the sector. Company uniforms are commonly worn and these incorporate the appropriate health and safety requirements associated with food preparation. Opportunities are available across the UK. Although fast food restaurants have traditionally been city-based, out of town shopping centres, leisure facilities and tourist attractions now mean fast food outlets are found throughout the country. Overseas travel is not common but many companies do have branches around the world so secondments and transfers are possible.
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Entry Requirements
Formal qualifications are often not essential entry requirements. Many managers begin their careers as counter-service staff and work their way up to management level by acquiring experience. There are, however, a wide range of relevant full-time and part-time qualifications available. A degree is only usually a requirement if you are joining a formal graduate management training programme. These schemes accept graduates from any discipline, but a number of specialist degree courses are available at universities across the UK including:

hospitality management; culinary arts management; hotel and catering management.

There are also one-year postgraduate conversion courses in hotel and catering management or hospitality management, and a postgraduate Diploma or Masters qualification in hospitality management (see Prospects Postgraduate Directory (www.prospects.ac.uk/links/Pgdbase) for details of courses). Postgraduate courses are not a requirement for entry to graduate programmes. Additional relevant qualifications include hospitality management (HND), hospitality supervision (BTEC) and a whole range of leisure management or business management courses (see UCAS (www.ucas.com) for full details). Other entry routes include apprenticeships (open to people up to 25 years of age). The hospitality and tourism sector is reputed to offer around 25,000 apprenticeships per year (visit Apprenticeships (www.apprenticeships.org.uk/)). In mid 2008, People 1st for Hospitality, Leisure, Travel and Tourism (www.people1st.co.uk) announced a new national structure of academies to be set up across the UK. They have industry-wide support and will provide high-quality training for people interested in the hospitality sector. Within the sector, formal qualifications are generally considered less important than evidence of relevant work experience and, more importantly, the personal qualities needed to be a successful manager. Candidates should therefore have some or all of the following:

excellent customer service skills; an ability to lead and motivate teams and influence people; good organisational skills; energy and stamina; decision-making ability and problem-solving skills; strong communication skills, tact and diplomacy.

A helpful list of management criteria is available at People 1st for Hospitality, Leisure, Travel and Tourism (www.people1st.co.uk). Many restaurants include an observation or shadowing day as part of their recruitment process in order for candidates to experience what it is really like to work as a manager before they fully commit themselves. Other selection methods include telephone interviews, assessment centres, one-to-one interviews, panel interviews and personality tests. It is illegal for employers to discriminate against candidates on the grounds of age, gender, race, disability, sexual orientation or religious faith. For more information on equality and diversity in the job market see Handling Discrimination (www.prospects.ac.uk/links/discrimination).

Training
Most larger organisations offer fast-track management programmes which enable progression to management level within a few years. Initial induction training will be back to basics, covering aspects such as product knowledge (how to make a Big Mac for example), working as counter service staff, and how to use kitchen equipment. Over the course of the programme, through a combination of on-the-job learning and more formal courses, other training will include:

hygiene, and health and safety; management and supervisory skills; customer service; financial management.

The programmes are comprehensive and equip trainees with all the key skills needed to succeed in this fast-paced environment. Training is conducted on site, in specialist training centres alongside fellow trainee managers, and through self-study. There are few formal examinations. Training programmes are shaped by personal development plans, devised and reviewed by line managers or mentors. After training, the industry encourages continuing professional development (CPD) and there are numerous courses available to support this. The Institute of Hospitality (formerly HCIMA) (www.instituteofhospitality.org) provides a wealth of useful information, including lists of courses and an extended CV toolkit to help record and assess CPD. Management is an ever-changing discipline and many CPD courses are designed to help managers keep abreast of changes in practice and ahead of the game.
Page 2 of 4 See also AGCAS Sector Briefings for an overview of job sectors - www.prospects.ac.uk/links/sectorbs

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Career Development
If you join a structured training programme, the usual progression route is to begin at trainee management level, move to assistant manager level, and then eventually become a manager. Typically this takes two years. Progression through the ranks is positively encouraged and many employers are keen to nurture front-end staff through to management level, as they are already embedded in the culture and operations of the organisation. The next step for a manager is to a field or area management role, with responsibility for supervising the operations of a number of restaurants. Beyond this are general operational management or consultancy roles, advising the business on how to manage entire functions. Managers who have extensive experience and considerable collateral may also choose to open their own franchise. Many companies provide excellent support packages and training for potential franchise owners. Given the breadth of skills that can be acquired, career moves into a number of business areas are possible. Some managers may decide to take up head office positions, for example in customer relations management. Others may move outside their organisation and continue with hospitality management in a range of related industries, or choose to pursue general business management in an entirely different sector. The training and experience gained is comprehensive and opens many doors. See the People 1st for Hospitality, Leisure, Travel and Tourism (www.people1st.co.uk) website for a career roadmap, which clearly outlines progression routes within the industry.

Typical Employers
Fast food outlets can be found in city centres, out of town shopping centres, leisure complexes (cinemas, bowling alleys, ice rinks), public transport stations, airports, tourist attractions (theme parks, etc.). Fast food companies usually lease outlets or franchises within these locations and managers are employed by these companies rather than by the overall centre or complex, though there may be exceptions. Organisations usually considered to deliver a 'fast food' service include:

pizza restaurants (e.g. Pizza Hut); burger bars (e.g. McDonald's, Burger King); sandwich bars (e.g. Subway, Benjy's, Pret a Manger); themed or world-cuisine (e.g. Yo Sushi, Harry Ramsden's, La Tasca, Nandos); coffee shops (e.g. Starbucks, Caffe Nero).

However, any restaurant which diversifies from traditional waiter service or three course menus could be considered a fast food establishment. The Caterer (www.caterer.com) carries out a survey to help identify the 'Best Companies to Work for in Hospitality' and there are a number of other initiatives which rate companies for their employment ethics and practices.

Sources of Vacancies

Caterer & Hotelkeeper (Thursdays); The Grocer (www.thegrocer.co.uk); Springboard UK (www.springboarduk.org.uk); Institute of Hospitality (formerly HCIMA) (www.instituteofhospitality.org); People 1st for Hospitality, Leisure, Travel and Tourism (www.people1st.co.uk); Careers in Food & Drink (www.careersinfoodanddrink.co.uk); large catering contractors such as Compass Group (www.compass-group.com) or Sodexo (www.sodexo.com/); company recruitment literature; national and local press; careers service vacancy lists.

There are many recruitment agencies who specialise in catering and hospitality vacancies, such as Hcareers (www.hcareers.co.uk) and City Catering (www.citycatjobs.co.uk/) and most large agencies have teams dedicated to hospitality recruitment. The Institute of Hospitality has a list of the most popular agencies in its Career Builder section.

Related Occupations

Catering manager Fitness centre manager Hotel manager Human resources officer Public house manager Quality manager Restaurant manager Retail manager Training and development officer

Find comprehensive careers information on www.prospects.ac.uk and in your HE careers service

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Information Sources
Bibliography
AGCAS and Graduate Prospects products are available from higher education careers services.

AGCAS Publications
Food and Drink Sector, AGCAS Sector Briefing Handling Discrimination, AGCAS Information Booklet Hospitality Sector, AGCAS Sector Briefing Options with Business Studies, AGCAS Options Series Options with Hospitality Management/Hotel and Catering, AGCAS Options Series Retail Sector, AGCAS Sector Briefing

Graduate Prospects Publications

Prospects Postgraduate Directory

Other Publications
Caterer & Hotelkeeper, Reed Business Information, Weekly The Grocer, William Reed Publishing, Weekly

Websites
Apprenticeships, www.apprenticeships.org.uk/ Careers in Food & Drink, www.careersinfoodanddrink.co.uk Caterer, www.caterer.com City Catering, www.citycatjobs.co.uk/ Compass Group, www.compass-group.com Franchise Direct, www.franchisedirect.co.uk/ Hcareers, www.hcareers.co.uk Sodexo, www.sodexo.com/ Springboard UK, www.springboarduk.org.uk UCAS, www.ucas.com

Addresses
British Franchise Association, A2 Danebrook Court, Oxford Office Village, Langford Lane, Oxford OX5 1LQ Tel: 01865 379892 URL: www.thebfa.org/ Food and Drink Federation, 6 Catherine Street, London WC2B 5JJ Tel: 020 7836 2460 URL: www.fdf.org.uk Institute of Hospitality (formerly HCIMA), Trinity Court, 34 West Street, Sutton, Surrey SM1 1SH Tel: 020 8661 4900 URL: www.instituteofhospitality.org Improve - The Food and Drink Sector Skills Council, Ground Floor, Providence House, 2 Innovation Close, Heslington, York YO10 5ZF Tel: 0845 644 0448 URL: www.improveltd.co.uk People 1st for Hospitality, Leisure, Travel and Tourism, 2nd Floor Armstrong House, 38 Market Square, Uxbridge, Middlesex UB8 1LH Tel: 0870 060 2550 URL: www.people1st.co.uk Scottish Food and Drink Federation (SFDF), 4a Torphichen Street, Edinburgh EH3 8JQ Tel: 0131 229 9415 URL: www.sfdf.org.uk Skillsmart Retail: The Sector Skills Council for Retail, 4th Floor, 93 Newman Street, London W1T 3EZ Tel: 020 746 5060 URL: www.skillsmartretail.com

Content copyright of or licensed to AGCAS (www.agcas.org.uk) Written by Andrew Whitmore, University of Manchester, 27/01/2009 The work of writers, editors and other contributors is gratefully acknowledged - full details on www.prospects.ac.uk/links/occupations To view the terms and conditions for the material provided in this publication, please see www.prospects.ac.uk/links/disclaimer Page 4 of 4 Visit www.prospects.ac.uk/links/occupations to see case studies of graduates in this role