Key Responsibilities
1. Outlet Operations Management
- Oversee daily operations across
- Ensure smooth opening and closing procedures
- Maintain high service standards and customer experience
- Conduct regular outlet visits and inspections
2. Staff Management & Training
- Lead, supervise, and manage outlet managers and frontline staff
- Plan manpower scheduling and optimize workforce allocation
- Train staff on SOPs, service standards, and product knowledge
- Handle disciplinary actions and performance improvement plans
3. SOP & Process Implementation
- Develop, implement, and enforce Standard Operating Procedures (SOPs)
- Ensure consistency across all outlets
- Identify operational gaps and improve workflow efficiency
4. Sales & Performance Management
- Monitor daily sales, revenue, and KPIs for each outlet
- Drive sales initiatives and upselling strategies
- Analyze performance reports and implement improvement plans
5. Cost Control & Inventory
- Oversee inventory management, stock control, and wastage reduction
- Work closely with procurement on ordering and supplier management
- Ensure proper stock take and reconciliation processes
6. Customer Experience & Issue Resolution
- Handle escalated customer complaints and service recovery
- Ensure customer satisfaction and retention strategies
- Monitor reviews (Google, social media) and improve ratings
7. Compliance & Safety
- Ensure compliance with local regulations, licenses, and hygiene standards
- Enforce workplace safety, cleanliness, and operational compliance
- Work with HR on staff regulations and policies
8. Coordination with HQ
- Liaise with HQ departments (HR, Marketing, Finance, Procurement, IT)
- Support marketing campaigns and promotions roll-out
- Ensure timely submission of reports and documentation
any other adhoc tasks assigned
