Job Description

The Outlet Manager is responsible for overseeing the day-to-day operations of the Chocolate Gallery outlet to ensure optimal performance, high levels of customer satisfaction, team efficiency, and adherence to brand standards. The role involves supervision, training, and motivation of the outlet team, as well as planning and execution of promotional activities. The Outlet Manager is expected to lead by example, maintain high service and product standards, and ensure a pleasant and welcoming environment for guests and staff alike.

Operations Management

Oversee all aspects of daily outlet operations, ensuring smooth functioning of front and back-of-house activities.

Supervise, coordinate, and actively participate in team activities.

Monitor service quality, customer satisfaction, and product consistency.

Maintain strict control over operating costs including labour, wastage, and inventory.

Prepare daily and monthly reports including walk-ins, covers, incident reports, complaints, and inventory logs.

Staff Management & Training

Schedule and manage staffing to ensure sufficient coverage during all operational hours.

Conduct daily pre-shift briefings and ensure all team members are informed of updates, tasks, and promotions.

Train and develop staff in customer service, product knowledge, SOP adherence, and grooming standards.

Evaluate staff performance and conduct regular feedback sessions.

Ensure proper grooming, hygiene, and professional appearance of all staff members.

Guest Experience

Greet and interact with guests, ensuring high levels of satisfaction and handling complaints professionally.

Monitor guest feedback and implement service improvements where necessary.

Promote a welcoming and personalized experience for every customer.

Inventory & Supplies

Prepare and manage daily requisitions of ingredients, packaging, and other essential supplies.

Conduct monthly inventory of special equipment and outlet supplies.

Ensure stock levels are adequate and items are stored hygienically.

Sales & Promotions

Work with management to develop and implement promotional strategies and seasonal campaigns.

Monitor sales performance and suggest initiatives to increase revenue.

Organize outlet decor and theme settings for festive seasons and special events.

Safety, Hygiene & Compliance

Ensure sanitation, cleanliness, and hygiene of the outlet and equipment at all times.

Adhere to food safety standards and ensure compliance with local health regulations.

Enforce safety procedures for both guests and employees.

Administrative Duties

Perform cashiering duties using the POS system (Infracts or equivalent) when required.

Maintain accurate records of sales, guest feedback, employee attendance, and other key metrics.

Keep communication channels open with top management through regular updates, reports, and meetings.

Ensure implementation and compliance with company policies, house rules, and SOPs.

Skills & Qualifications:

Minimum 3-5 years of experience in outlet management, preferably in F&B or hospitality.

Diploma or degree in Hospitality Management or related field.

Strong leadership, communication, and interpersonal skills.

Excellent customer service and conflict resolution abilities.

Ability to multitask, prioritize and work in a fast-paced environment.

Familiarity with POS systems and basic financial reporting.

Attention to detail with a high standard of cleanliness and presentation.

Additional Requirements:

Flexibility to work on weekends, holidays, and evenings as required.

Willingness to take on additional duties and support other departments when needed.

Job Type: Full-time

Pay: RM1,986.08 - RM4,500.00 per month

Benefits:

Free parking Opportunities for promotion Professional development
Work Location: In person