Key Responsibilities
Outlet & Service Operations
- Oversee daily front-of-house operations across outlets.
- Ensure smooth service flow and consistent standards across outlets.
- Maintain strong floor presence and support outlets during peak periods.
- Ensure staff follow company SOPs, service standards, grooming and safety requirements.
- Monitor outlet presentation, cleanliness and overall customer experience.
Team Leadership & Development
- Lead, motivate and develop outlet service teams.
- Delegate duties and manage staff deployment and breaks effectively.
- Conduct briefings, on-the-job training and performance coaching.
- Support recruitment, onboarding and development of service staff.
Customer Experience
- Maintain high standards of hospitality and customer service.
- Handle customer feedback and complaints professionally.
- Ensure effective service recovery and follow-up.
- Drive customer loyalty through consistent and engaging service.
Sales & Outlet Performance
- Drive sales and support outlets in achieving sales targets.
- Identify opportunities for upselling and sales-building activities.
- Support marketing promotions and outlet campaigns.
- Monitor outlet performance and recommend improvements.
- Work with Management on initiatives to improve sales and profitability.
Cash & Inventory Control
- Oversee cash handling and ensure accurate daily transactions and closing.
- Monitor stock levels and product availability.
- Ensure proper stock control and minimise wastage.
- Follow up on operational discrepancies and issues.
Reporting & Management Support
- Monitor and report outlet performance, operational issues and staff matters to Management.
- Conduct regular outlet visits and follow up on areas requiring improvement.
- Support new outlet openings, training and operational setup where required.
- Work closely with Management to implement operational improvements.
Requirements
- Minimum 3 years of relevant F&B experience, preferably with multi-outlet experience.
- Strong leadership and people management skills.
- Service-oriented with a positive and proactive attitude.
- Strong communication, problem-solving and decision-making skills.
- Able to work independently and manage multiple outlets and priorities.
- Comfortable working shifts, weekends and public holidays.
- Willing to travel between outlets as required.
