Branch Manager / 店长 (Menjalara Kepong / SS2)

Job Summary / 职位简介

The Branch Manager is responsible for the overall daily operations, sales performance, cost control, product quality, customer experience and team management of the outlet.
The Branch Manager must ensure that company policies, standard operating procedures (SOPs), food-safety requirements and management instructions are properly implemented.

店长负责门店整体日常营运、营业表现、成本控制、产品品质、顾客体验及团队管理，并确保公司政策、标准作业程序（SOP）、食品安全要求及管理层指示得到有效执行。

Key Responsibilities / 主要工作职责

1. Outlet Operations Management / 门店营运管理

Take full responsibility for the outlet’s daily operations and ensure that all workstations operate smoothly.

Arrange and allocate employees effectively across the service floor, kitchen and beverage station.

Handle operational emergencies, customer complaints and unusual incidents.

Ensure that company policies, SOPs and management instructions are properly implemented.

全面负责门店每日营运，确保各岗位正常及顺畅运作。

安排楼面、厨房及水吧岗位，并根据营运需要合理调配人手。

处理门店突发情况、顾客投诉及异常事件。

确保公司政策、SOP及上级指示落实到位。

2. Sales and Performance Management / 营业额与业绩管理

Develop and implement outlet action plans based on the monthly sales targets set by the company.

Monitor daily sales, customer traffic, average spending per customer and delivery performance.

Drive membership top-ups, promotional campaigns and product sales.

Analyse the reasons for underperformance and implement appropriate improvement plans.

根据公司制定的月度销售目标，规划并执行门店行动方案。

每日追踪营业额、客流量、客单价及外卖平台表现。

推动会员充值、促销活动及产品销售。

分析业绩未达标的原因，并制定及执行改善方案。

3. Cost, Inventory and Wastage Control / 成本、库存与损耗控制

Manage outlet ordering, receiving, inventory control and month-end stocktaking.

Monitor ingredient usage and keep the outlet’s cost of goods sold (COGS) within the company’s target range.

Control wastage involving expired ingredients, remade orders, missing tableware, damaged clay pots and other items.

Investigate inventory discrepancies and take corrective action.

Manage petty cash, salary advances, supporting documents and related expense records.

负责门店订货、收货、库存管理及月尾盘点。

监督食材用量，并将门店销售成本（COGS）控制在公司目标范围内。

管理食材过期、餐点重做、餐具遗失、瓦煲破损及其他损耗。

检查库存差异、查明原因并采取改善措施。

管理备用金（Petty Cash）、预支薪资（Advance Salary）、单据及相关费用记录。

4. Product Quality and Food Safety / 产品品质与食品安全

Conduct daily food tasting to ensure that the porridge base, ingredients and finished products meet company standards.

Ensure that the kitchen follows the approved recipes, portion sizes and food-preparation SOPs.

Ensure that ingredient storage, temperature control, date labelling and cleaning practices comply with food-safety requirements.

Regularly check employees’ typhoid vaccination records and Food Handler Training Certificates.

Immediately investigate and report product complaints, foreign-object cases and food-safety incidents.

落实每日食品试味（Food Tasting），确保粥底、食材及成品符合公司标准。

监督厨房按照规定的配方、份量及出餐SOP操作。

确保食材储存、温度控制、日期标签及清洁工作符合食品安全要求。

定期检查员工的伤寒疫苗注射记录及食品处理人员培训证书。

针对产品投诉、异物或食品安全问题，立即展开调查并向上级汇报。

5. Service Quality and Customer Experience / 服务品质与顾客体验

Monitor employees’ service attitude, order accuracy, serving speed and outlet cleanliness.

Personally follow up on serious complaints and record the incident, cause and resolution.

Regularly review customer feedback on Google, Foodpanda, Grab, Shopee and other relevant platforms.

Develop improvement actions for negative reviews and follow up on their implementation.

Improve customer satisfaction, repeat visits and membership participation.

监督员工的服务态度、点餐准确度、上菜速度及门店整洁度。

亲自跟进严重投诉，并记录事件经过、原因及处理结果。

定期查看Google、Foodpanda、Grab、Shopee及其他相关平台的顾客评价。

针对差评制定改善行动，并跟进员工的执行情况。

提升顾客满意度、回头率及会员参与度。

6. Team and Manpower Management / 团队与人力管理

Prepare employee duty rosters, leave arrangements and workstation assignments.

Manage new employee onboarding, job training and performance assessments.

Conduct regular employee briefings and maintain proper briefing records.

Evaluate employee performance, discipline, work attitude and improvement progress.

Develop supervisors and key employees to build a strong succession pipeline for the outlet.

Handle employee lateness, absenteeism, workplace conflict and misconduct, and report serious cases promptly.

制定员工班表、休假安排及岗位分配。

负责新员工入职安排、岗位培训及工作考核。

定期进行员工简报（Briefing），并妥善保存相关记录。

评估员工表现、纪律、工作态度及改善进度。

培养主管及核心员工，建立门店接班梯队。

处理员工迟到、缺勤、冲突及违规行为，并及时汇报严重事件。

7. Financial and Administrative Duties / 财务与行政工作

Verify daily sales, payment records and POS system sales data.

Ensure that cash handling, bank deposits and daily sales reports are accurate.

Organise supplier bills, invoices and e-Invoice information.

Submit petty cash, employee information, attendance and payroll-related documents on time.

Ensure that outlet licences, documents and records remain complete, accurate and valid.

核对每日营业额、付款记录及POS系统销售数据。

确保现金、银行存款及营业报告准确无误。

整理供应商账单、发票及电子发票（e-Invoice）资料。

按时提交备用金、员工资料、出勤及薪资相关文件。

确保门店证照、文件及记录完整、准确及有效。

8. Equipment and Outlet Asset Management / 设备与门店资产管理

Ensure that kitchen equipment, refrigeration equipment, POS systems and outlet facilities are operating properly.

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