Grill Cook

2 weeks ago

Richmond, Canada Osmow's Full time

Job Description: Remote Surveillance Representative

**Company**: MyRestaurant.ca
**Location**: Remote (Pakistan Standard Time: 8 PM - 5 AM)
**Restaurants Covered**: Osmows and Karah Boys (Chain of Restaurants)

**Position Overview**:
The Remote Surveillance Representative will remotely monitor the operational standards and service quality at Osmows and Karah Boys restaurant locations through video and system surveillance. Working overnight, the representative will ensure compliance with health, safety, customer service, and operational protocols across multiple branches. The role involves reviewing live and recorded footage, verifying digital records, and generating reports for management. The Surveillance Representative plays a crucial role in maintaining brand integrity and service consistency across all locations.

**Key Responsibilities**:

- **Personnel Compliance and Monitoring**:

- Verify adherence to dress codes, including proper use of hats, hairnets, uniforms, gloves, and name tags. Ensure staff are not using unauthorized accessories (e.g., headphones, hoodies covering ears).
- Confirm that there is always a staff member stationed at the POS counter.
- Monitor breaks, punch-in, and punch-out logs to ensure alignment with scheduled timings.
- Document any policy violations and penalties applied, and report to the designated Store Manager.
- **Customer Service Standards**:

- Ensure timely greeting and interaction with customers, verifying that all guests are acknowledged within 20 seconds of arrival.
- Monitor customer engagement for friendliness, upselling, and compliance with service standards like offering cutlery, thanking customers, and suggesting menu items.
- Track order fulfillment times and confirm that customer orders are accurately prepared and promptly delivered.
- Ensure correct order handoffs to delivery drivers and timely fulfillment of online delivery orders.
- **Operational Procedures and Cleanliness**:

- Remotely check cleanliness and organization of high-touch areas, such as floors, tables, garbage bins, washrooms, and windows, through video surveillance.
- Verify food storage and preparation protocols, ensuring that food items are not left unattended on counters and that frozen items are stored appropriately.
- Confirm that completed orders are correctly labeled, removed from counters promptly, and that receipts are attached.
- **Surveillance and Security**:

- Monitor POS zoom cameras to verify customer payment processes and cash handling.
- Conduct pre-closure checks, including surveillance for cash counting and ensuring deposit procedures are followed.
- Review footage to confirm that staff are not leaving with unauthorized food or items.
- **Technology and CRM Compliance**:

- Ensure that operating hours are accurate on all delivery platforms (Uber, SkipTheDishes, DoorDash) and confirm that special hours and disabled items are updated with proper reasoning.
- Review call logs for proper greeting protocols, minimized hold times, and accurate location support.
- Monitor customer feedback and order accuracy across delivery platforms, ensuring compliance with service metrics and minimizing offline time.
- **Audit and Documentation**:

- Generate weekly reports on compliance, camera checks, CRM issues, and service ratings.
- Verify records for voided orders, staff meals, and waste entries, cross-checking with digital logs to ensure data accuracy.
- Conduct end-of-day (EOD) checks, including video submissions, and complete daily operational checklists.
- Compile backend tasks related to finance, HR, and operations, providing follow-up reports on any issues.
- **Facility and Equipment Cleanliness**:

- Remotely monitor the cleanliness and maintenance of essential restaurant equipment, such as fryers, grills, rice makers, and refrigerators.
- Conduct regular checks on washrooms to confirm cleanliness and timely restocking.
- Review cleaning practices for key areas like the cashier counter, food prep stations, and dining tables to ensure they meet brand standards.
- **Miscellaneous and Special Projects**:

- Complete ad-hoc tasks as assigned by management, including following up on finance, operations, and HR-related issues.
- Finalize audit reports with the Head of Department for performance assessments.

Pay: $17.62 per hour

Expected hours: 17.62 per week

Application deadline: 2024-11-08

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