Responsibilities
Operational
a)Customer
- Ensures that outlet teams are delivering excellent customer service in the area
- Ensures that all customer feedback is appropriately addressed
- Continuously drives and champions customer satisfaction and loyalty, coaches team on how to treat customers and bring them back
b)Operations
Ensures that outlets are operating with excellence by conducting timely restaurant visitations, QSC audits and frequent communication with outlet leadership. This includes :Compliance with all legal, financial and operating company policies and procedures
Food safety, sanitation, cleanliness, security and halal requirements are followed at all times
All in outlet SOPs are strictly adhered to at all times
All products and services going out to customers are of high quality and within standard
Outlet is well kept and maintained, representing the brand appropriately
People
a)Outlet Teams
Ensures that all outlets within area are adequately staffed at all levelsCreates positive people culture and working environment within all outlets in area where people are motivatedMonitors staff retention and turnover, initiates plans to retain peopleValues and respects diversityb)Training and Development
Coaches and develops outlet leadership team which includes café managers, supervisors and assistant supervisors.Ensures that training and development of outlet teams are of high quality and timelyFinancial
a)Sales
Sets targets, tracks and monitors performance of individual outletsDrives action plans to achieve these targetsb)Profit
Monitors and implements controls to ensure that all outlets are operating at appropriate costs. Minimize wastages and ensure that costs are at optimum level.Control Shrinkages, store theft and fraudImproves product mix to improve sales productivity for better food costGrowth
a) Brand
Always looking for opportunities to grow brand in areab)New Outlet Openings and New Products
Leads and supports new outlet openings / new products, ensure that it is adequately resourced and set up for successCoaches and supports new outlet managementImplements plans to reach Financial and Operational goalsRequirements
At least Diploma / Bachelors in Hospitality, F&B management or related disciplines.Minimum 4 years of experience in the same management capacity within the F&B / retail industryExperienced with food safety and inventory management proceduresPassionate for customer service and salesPossess own transportation for outlet visitsFluency in Malay and English. Any additional fluency in other local dialects are welcomed.