Job Description

Job description:

The

Outlet Manager

is responsible for managing the daily operations of the Chocolate Gallery outlet to ensure efficiency, exceptional customer satisfaction, team productivity, and full compliance with brand standards. This role includes supervising, training, and motivating the outlet team, as well as planning and executing promotional initiatives. The Outlet Manager must lead by example, uphold service and product quality, and maintain a warm, professional, and welcoming environment for both guests and staff.

Operations Management

Oversee all daily operations of the outlet, ensuring smooth coordination between front and back-of-house activities. Supervise, coordinate, and participate actively in team operations. Monitor service standards, customer satisfaction, and product quality. Manage operational costs effectively, including labor, wastage, and inventory control. Prepare and review daily and monthly reports such as walk-ins, covers, complaints, incidents, and inventory records.

Staff Management & Training

Plan and manage staff schedules to ensure adequate coverage during operating hours. Conduct daily briefings to communicate tasks, updates, and promotions to the team. Train and develop staff in customer service, product knowledge, SOP compliance, and grooming standards. Evaluate staff performance regularly and provide constructive feedback. Ensure all employees maintain proper grooming, hygiene, and professional appearance.

Guest Experience

Welcome and engage with guests to ensure excellent service and satisfaction. Handle guest feedback and complaints promptly and professionally. Implement improvements based on guest feedback to enhance service quality. Promote a personalized and enjoyable experience for every visitor.

Inventory & Supplies

Manage daily requisitions of ingredients, packaging, and other essential supplies. Conduct monthly inventory checks for special equipment and outlet items. Maintain proper stock levels and ensure hygienic storage of all materials.

Sales & Promotions

Collaborate with management to plan and execute promotional activities and seasonal campaigns. Track sales performance and propose strategies to drive revenue growth. Oversee outlet decorations and theme settings for festive occasions and special events.

Safety, Hygiene & Compliance

Maintain cleanliness, hygiene, and sanitation of the outlet and its equipment at all times. Ensure compliance with food safety standards and local health regulations. Enforce safety protocols for the protection of guests and employees.

Administrative Duties

Perform cashiering duties using the POS system (Infracts or equivalent) when required. Maintain accurate records of sales, guest feedback, attendance, and key operational metrics. Communicate regularly with management through reports, meetings, and updates. Ensure full compliance with company policies, house rules, and standard operating procedures (SOPs).

Skills & Qualifications

Minimum 3-5 years of experience in outlet or restaurant management, preferably within the F&B or hospitality industry. Diploma or Degree in Hospitality Management or a related field. Strong leadership, communication, and interpersonal skills. Excellent customer service and conflict resolution capabilities. Ability to multitask, prioritize, and perform effectively in a fast-paced environment. Proficiency in POS systems and basic financial reporting. High attention to detail, cleanliness, and presentation standards.

Additional Requirements

Willingness to work weekends, holidays, and evenings as required. Flexibility to take on additional responsibilities and assist other departments when necessary.
Job Type: Full-time

Pay: RM1,986.08 - RM4,500.00 per month

Benefits:

Opportunities for promotion Parental leave Professional development
Application Question(s):

How many team members have you directly supervised in previous roles? Have you managed outlet inventory and placed supply requisitions regularly? Have you ever been responsible for planning or executing promotional campaigns or seasonal decorations in an outlet? Do you have at least 3 years of experience managing a food & beverage outlet or similar retail operation? How well would you describe your management skills ?
Experience:

Tourism: 2 years (Required) Hospitality Management: 1 year (Required) Management: 1 year (Required)
Language:

English fluently (Preferred) Bahasa Malaysia fluently (Preferred)
Work Location: In person