Key Responsibilities:
1. Operational Leadership
- Lead and manage daily operations across 6 outlets to ensure consistent service standards.
- Oversee FOH operations, including customer service, reservations, cleanliness, and ambiance.
- Oversee BOH operations, including food preparation, hygiene, kitchen productivity, and inventory management.
- Ensure compliance with SOPs, HACCP, and food safety regulations.
- Implement operational improvements to enhance guest experience and staff productivity.
2. People Management
- Recruit, train, and develop outlet managers, FOH, and BOH staff.
- Conduct regular performance evaluations and coaching sessions.
- Schedule manpower effectively to optimize productivity while controlling labor cost.
- Foster a positive work culture that promotes teamwork, accountability, and professional growth.
3. Financial & Cost Control
- Monitor and manage food cost, beverage cost, and labor cost within set targets.
- Analyze daily, weekly, and monthly sales reports to identify areas of improvement.
- Ensure accurate stocktaking and inventory management to prevent wastage and pilferage.
- Work with the procurement team to negotiate supplier contracts and manage purchasing efficiency.
4. Quality Assurance & Customer Service
- Conduct regular outlet visits to ensure service, food quality, and cleanliness standards are met.
- Handle escalated customer complaints and service recovery.
- Implement mystery shopper programs and feedback systems for continuous improvement.
- Maintain consistency in menu execution, portion control, and presentation.
5. Strategic & Project Management
- Assist in new outlet openings, renovations, and promotional campaigns.
- Coordinate with Marketing for seasonal promotions, special events, and brand initiatives.
- Plan and execute training programs for service and kitchen teams.
- Support the GM in budget planning, sales forecasting, and operational strategy.
Education & Experience:
- Diploma or Degree in Hospitality Management, Business Administration, or related field.
- Minimum 5 years of experience in F&B operations, with at least 2 years in a multi-outlet supervisory or managerial role.
- Proven track record of managing both Front-of-House (FOH) and Back-of-House (BOH) operations.
- Experience in opening new outlets and leading cross-functional teams is an advantage.
Skills & Competencies:
- Strong leadership and team management skills with the ability to motivate and develop staff.
- In-depth knowledge of food safety regulations, HACCP standards, and operational SOPs.
- Solid understanding of P&L management, budgeting, cost control, and inventory systems.
- Excellent customer service and conflict resolution skills.
- Analytical and data-driven mindset with proficiency in interpreting sales and cost reports.
- High attention to detail in maintaining quality, cleanliness, and service standards.
- Strong communication and interpersonal skills, with fluency in English (additional languages a plus).
