Outlet Manager

Key Duties and Responsibilities

1. Operations Management

• Oversee the day-to-day operations of the canteen to ensure smooth and efficient service.
• Ensure food products are prepared and served according to company quality standards.
• Maintain excellent customer service and guest satisfaction.
• Monitor outlet performance and implement operational improvements.
• Ensure all equipment and facilities are properly maintained and operational.

2. People Management

• Supervise, train, coach, and evaluate outlet personnel.
• Prepare weekly and monthly staff schedules based on operational requirements.
• Monitor employee attendance, punctuality, and productivity.
• Conduct daily briefings and regular team meetings.
• Foster a positive work environment that promotes teamwork, accountability, and employee engagement.
• Recommend disciplinary actions, promotions, or recognition based on employee performance.

3. Food Safety and Quality Assurance

• Ensure compliance with food safety, sanitation, and hygiene standards.
• Maintain cleanliness of the dining area, kitchen, storage rooms, and workstations.
• Ensure proper food handling, storage, labeling, and temperature monitoring.
• Coordinate with the Quality Assurance Department during inspections and audits.
• Implement corrective actions for audit findings and maintain audit readiness.

4. Inventory and Cost Control

• Monitor inventory levels and ensure proper stock management.
• Conduct daily, weekly, and monthly inventory counts.
• Minimize food wastage through proper forecasting and inventory control.
• Ensure accurate receiving, storage, and issuance of supplies.
• Monitor food cost, labor cost, and controllable expenses to achieve budget targets.
• Coordinate with the Purchasing Department for timely replenishment of supplies.

5. Financial Management

• Monitor daily sales and outlet profitability.
• Ensure proper cash handling, collections, and daily sales reconciliation.
• Prepare and submit daily sales reports and operational reports.
• Identify opportunities to improve revenue and reduce unnecessary expenses.
• Ensure compliance with company financial policies and internal controls.

6. Customer Service

• Maintain high levels of customer satisfaction.
• Address customer concerns, complaints, and feedback professionally and promptly.
• Implement initiatives that enhance the overall customer experience.
• Build positive relationships with clients and stakeholders.

7. Compliance and Administration

• Ensure compliance with company policies, SOPs, labor regulations, and government requirements.
• Maintain complete and accurate operational records and documentation.
• Submit required reports within prescribed deadlines.
• Ensure employees possess valid permits, health certificates, and mandatory documents.
• Support HR initiatives including recruitment, onboarding, training, and performance management.

8. Business Performance

• Achieve sales, productivity, profitability, and operational KPIs.
• Analyze sales trends and recommend strategies to improve business performance.
• Implement company marketing programs and promotional activities.
• Monitor competitor activities and market conditions when applicable.

9. Health, Safety, and Security

• Maintain a safe working environment for employees and customers.
• Ensure compliance with occupational health and safety standards.
• Report accidents, incidents, and operational concerns immediately.
• Safeguard company assets, equipment, and confidential information.

10. Other Responsibilities

• Participate in management meetings, training programs, and company activities.
• Support the opening of new outlets and operational projects as assigned.
• Perform other duties and responsibilities that may be assigned by Management from time to time.

Qualifications

• Bachelor's degree in Hospitality Management, Hotel and Restaurant Management, Business Administration, or a related field.
• At least 3–5 years of supervisory or managerial experience in food service, canteen, restaurant, or hospitality operations.
• Strong leadership, coaching, and team management skills.
• Excellent communication and interpersonal skills.
• Knowledge of food safety standards, sanitation, and HACCP principles.
• Proficient in Microsoft Office and report preparation.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work under pressure and manage multiple priorities.
• Willing to work on shifting schedules, weekends, and holidays as required.

Key Performance Indicators (KPIs)

• Sales Achievement
• Food Cost Percentage
• Labor Cost Percentage
• Customer Satisfaction Rating
• Food Safety and QA Audit Compliance
• Inventory Accuracy
• Employee Productivity and Attendance
• Outlet Profitability
• Customer Complaint Resolution
• Timely Submission of Operational Reports

Job summary

Lead canteen operations by ensuring excellent food quality, customer satisfaction, team performance, cost control, and compliance w/ company standard