Company: My Restaurant.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.
Job Description:
Personnel Compliance and Accountability:

• Verify that employees adhere to dress codes, including wearing hats, hairnets, uniforms, gloves, name tags, and avoiding unauthorized accessories (e.g., headphones, hoodies covering ears).
• Ensure at least one staff member is always present at the POS.
• Verify breaks, punch-in, and punch-out logs, and ensure management logs are updated.
• Document any penalties applied by the Store Manager for policy violations.

Customer Service Standards:

• Monitor staff interactions to ensure customers are greeted within 20 seconds and provide friendly, attentive service.
• Confirm compliance with upselling, suggested selling, and offering cutlery and a thank-you message to customers.
• Observe customer service interactions, including order fulfillment times, friendliness, and adherence to customer engagement standards.
• Verify proper handling of in-store and delivery orders, ensuring timely fulfillment and correct order verification.

Operational Procedures:

• Conduct daily checks on store cleanliness, including the floor, tables, garbage bins, washrooms, and windows.
• Confirm food preparation and storage procedures, including verifying that frozen items are not stored outside and that food is not left unattended on the counter.
• Check that completed orders are properly labeled with receipts and are promptly removed from counters.
• Monitor stock and inventory procedures, including verification of staff meals, waste, voids, and store transfer requests.

Surveillance and Security:

• Review camera footage for various operational checks, such as customer payments, staff meal handling, and void verification.
• Conduct pre-closure video surveillance to ensure compliance with closing procedures, such as cash count and envelope deposit in the locker.
• Monitor staff behavior, including checking if staff are leaving with unauthorized items or food.

Technology and CRM Compliance:

• Ensure operational hours are accurately reflected on all delivery and support platforms (Uber, Skip, Door Dash).
• Monitor call logs for proper greeting protocols, minimized hold times, and location-specific assistance.
• Track customer feedback and order issues across delivery platforms to ensure compliance with customer service metrics.

Audit and Documentation:

• Compile weekly reports on compliance, camera checks, CRM metrics, ratings, and special operational hours.
• Verify store transfer requests and entries in the cash track sheet, including refunds and order cancellations.
• Conduct end-of-day (EOD) video submissions and report daily operational checklists.
• Coordinate and ensure the completion of backend tasks, including finance, HR, and operations follow-ups.

Cleanliness and Maintenance:

• Monitor cleanliness in high-traffic areas, such as cashier counters, kitchen stations, sinks, storage areas, and food preparation zones.
• Ensure maintenance of key equipment like fryers, rice makers, grill stations, and refrigerators.
• Conduct routine checks on washrooms for cleanliness and stock replenishment every 15 minutes.

Miscellaneous:

• Follow up on projects and provide necessary reports on finance, operations, and HR issues.
• Finalize the audit results with the Head of Department for performance review.

Reporting Line:

• Reports directly to the Store Manager and coordinates closely with the Head of Operations.

Qualifications:

• Education: Bachelor's degree in Education or a related field is required. Additional security or surveillance training is a plus.
• Experience: Prior experience in surveillance, security, law enforcement, or a related field preferred.
• Skills:
• Strong observational and analytical skills.
• Excellent communication and report-writing abilities.
• Ability to remain calm and make quick decisions in high-pressure situations.
• Proficiency with surveillance equipment and software.
• Familiarity with relevant laws and regulations.

Salary: Rs. 28,000 PKR basic plus Rs. 5000 PKR. After 6 months, Rs.35,000 with Rs.15,000 bonus
Location: Remote at 8pm to 5 am pst
Job Types: Full-time, Fresher
Pay: From Rs28,000.00 per month
Application Question(s):

• Can you join immediately?
• What is your minimum education?
• Do you have any previous experience?