What are the responsibilities and job description for the Continuous Improvement Analyst position at Jollibee Support Center?
JOB SUMMARY
ESSENTIAL FUNCTIONS
INDHEADOFFICE
The Front of the House (FOH) Continuous Improvement Analyst is responsible for leading continuous improvement initiatives within the front-of-house operations of the restaurant chain. This involves identifying inefficiencies in guest service workflows, implementing best practices, and ensuring that operational improvements lead to a higher level of customer satisfaction, operational efficiency, and profitability. The person will work closely with restaurant managers, supervisors, and other front-line staff to optimize processes and drive improvements in service quality, speed, and consistency.
ESSENTIAL FUNCTIONS
Key Result Area 1: Service Process Improvement and Optimization
- Analyze and Improve Service Workflows: Evaluate front-of-house operations to identify inefficiencies, delays, and opportunities for improvement in service delivery, guest interactions, and overall restaurant operations.
- Implement Best Practices: Standardize best practices for customer service, order taking, and communication between Front of the House and Back of the House to improve service quality, speed, and accuracy.
- Time and Motion Studies: Conduct time and motion studies to identify bottlenecks or areas where service time can be reduced without sacrificing quality or customer satisfaction.
- Customer Journey Mapping: Analyze the customer journey from entry to departure, identifying pain points and implementing changes to improve the overall guest experience.
Key Result Area 2: Operational Monitoring and Reporting
- Track Service KPIs: Monitor key performance indicators (KPIs) related to FOH service, including guest satisfaction scores, average order turnaround time, table turnover rates, and labor costs.
- Process Audits: Regularly assess FOH operations through audits and observations to ensure processes are being followed and identify opportunities for further improvements.
- Analyze Data: Use data analysis tools to identify trends in customer feedback, service times, and operational performance, and make data-driven recommendations for process improvements.
Key Result Area 3: Technology Integration and Innovation
- Evaluate and Implement New Technology: Work with the technology (Business Tech, Digital, etc.) and operations teams to evaluate and implement new tools (e.g., Point of Sale (POS) systems, mobile ordering, Self-Ordering Kiosks (SOK) platforms) that improve the Front of the House (FOH) service experience.
- Optimize Systems: Collaborate and work closely with restaurant teams to ensure that service operational systems are used effectively. These include point-of-sale (POS) systems, order management, and online ordering.
- Support Automation & System Integration: Identify opportunities to implement automation in the FOH, such as self-order kiosks, mobile payment systems, and online ordering, to streamline operations.
- Continuous Improvement: Conduct post implementation review to continuously gather feedback and monitor key performance indicators and assess if project objectives are met.
Key Result Area 4: Customer Experience Focus
- Enhance Guest Interaction: Develop processes that improve customer interaction, such as service standards, joyful service initiatives, managing customer interactions, and handling customer complaints or feedback effectively.
- Improve Service Consistency: Ensure consistency in the delivery of customer experiences across all locations and channels, by setting and maintaining high standards for service.
- Guest Feedback Implementation: Collaborate with Global Customer Experience teams to analyze guest feedback and review service challenges to propose and implement solutions that directly impact customer satisfaction.
Key Result Area 5: Project Management and Collaboration
- Collaborate with Front of the House (FOH) and Back of the House (BOH) Teams: Work closely with front-of-house teams (Service quality teams) and back-of-house teams (Product quality teams) to align processes and eliminate service inconsistencies.
- Collaborate with Business Technology and Digital teams to ensure that new systems integrate seamlessly with existing workflows. This may involve adjusting processes and developing new protocols that incorporate the technology.
- Training and Support: Collaborate with Learning and Development team to develop and implement training programs for FOH teams on new processes, techniques, and systems designed to improve efficiency and service quality.
- Lead Change Management: Guide the implementation of new service processes, ensuring buy-in from restaurants teams and facilitating the adoption of changes.
Key Result Area 6: Cost Control and Efficiency
- Optimize Labor Costs: Work with the restaurant management team to optimize crew schedules, ensuring appropriate coverage and reducing overstaffing or understaffing during peak times.
- Minimize Waste and Inefficiency: Identify areas where waste (e.g., food waste, time, or labor) can be reduced and implement procedures to address these issues without sacrificing service quality.
Others
- Performs other job, or tasks related assignments to develop oneself and/or share one’s expertise to support the department’s mandate or the organization’s objectives.
JOB SPECIFICATIONS
Education
- Bachelor’s degree in Hospitality Management, Business Administration, Operations Management, or a related field, or equivalent work experience in a similar job/role.
Experience
- At least three (3) years of experience in front-of-house operations, with at least 2 years in a process improvement or lead role within the restaurant or hospitality industry.
- Proven track record of experience with service process optimization, including analyzing workflows, reducing service time, and improving customer experience.
- Experience customer service training and development, particularly in fast-paced restaurant environments.
- or any equivalent combination of education and experience from which comparable knowledge, skills and abilities have been achieved.
Bona Fide Occupational Qualifications (BFQs) (Required Training, License & Certification)
- Certified Customer Experience Professional (CCXP)
- Lean Six Sigma Certification (preferred but not required)
- Project Management Professional Certification
- Restaurant Operations related training, licensing or certifications from organizations or any equivalent combination of education & experience from which comparable knowledge, skills and abilities have been achieved.
Skills and Competencies
- Strong analytical skills with the ability to identify inefficiencies and create data-driven solutions to enhance FOH operations.
- Expertise in customer service principles and a deep understanding of the guest experience.
- Project management skills, including the ability to lead and execute multiple initiatives simultaneously.
- Excellent communication and interpersonal skills, with the ability to work collaboratively with restaurant teams and management.
- Ability to train, mentor, and coach staff to improve performance and align with new processes or standards.
- Proficiency with restaurant management software (POS systems, scheduling) and basic office software (Excel, Word, PowerPoint).
Non-Essential Duties and Responsibilities
- Perform administrative duties as necessary i.e., making copies, filing, etc.
- Execute department plans, objectives, goals, strategies, and measures.
- Manage operating expenses about brand assignment or assigned function.
- Prepare management reports.
Other Qualifications
- Physical Effort/Requirements: While performing the duties of this job, the employee will:
- Sit majority of the time about 80% of the scheduled work shift when working in the office.
- Stand/walk for most of the time about 80% of the scheduled work shift when working in the stores.
- Lift, reach, pull, push, grasp and use hands often.
- Bend and/or squat down when working in the stores.
- Climb, stoop and/or kneel rarely.
- Lift up to 50 pounds occasionally.
- Need to see well enough to evaluate equipment, fixtures, tools, utensils; read/compose email, reports; use the computer and respond to internal and external customers’ needs.
- Need to speak and hear well enough to give/receive instructions, feedback and communicate with employees, customers, and partners/suppliers.
- Be required to work irregular hours, varying work shifts schedules as necessary at work.
- Travel approximately 30% of the time to different locations in North America.
- Work Environment: While performing the duties of this job, the employee may be exposed to:
- Service, Production and Store kitchen equipment.
- Hot and cold temperatures and a wet work area when in stores.
- Wet and slippery floors.
- Cleaning chemicals
- Possible cuts and burns.
- Moderate noise level when working in production or store work environment.
- Tensions and pressures may arise in meeting deadlines and goals.
This job description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities and qualifications required of employees assigned to this job. The duties, responsibilities may differ from the job description, and that the other duties as assigned, may be part of the job.
THIS JOB IS FOR IMMEDIATE PLACEMENT.
APPLICANTS MUST BE AUTHORIZED TO WORK IN THE USA.
This Company is an Equal Opportunity Employer.
