Outlet Manager

Key Responsibilities
🛎️ Guest Experience & Service Excellence
-Ensure outstanding guest service by maintaining warm, professional, and attentive interactions on the café floor.
-Handle customer inquiries, special requests, and complaints with empathy and professionalism.
-Monitor service standards including table turnover, cleanliness, and ambiance.

👥 Team Leadership & Supervision
-Lead, coach, and motivate service staff (captains, servers, baristas, hostesses) to meet performance and service expectations.
-Assist in preparing duty rosters, staff scheduling, and shift planning to ensure full coverage.
-Conduct pre-shift briefings and on-the-job training for new and existing team members.

🧾 Operational Efficiency
-Coordinate closely with kitchen and bar teams to ensure timely order delivery and smooth service flow.
-Monitor and ensure adherence to Standard Operating Procedures (SOPs) for order taking, billing, upselling, and guest feedback.
-Manage reservations, guest seating, and floor planning during peak periods.

📊 Administrative & Reporting Duties
-Assist in daily sales tracking, floor staff performance reports, and inventory checks (cutlery, menus, POS materials).
-Support the Restaurant Manager in implementing promotional activities and service improvements.
-Ensure compliance with hygiene, safety, and health protocols as per local regulations and brand standards.

Requirements
✅ Qualifications & Experience
-Minimum Diploma in Hospitality / Business / F&B Management or relevant field.
-3–5 years of F&B service experience, with at least 1–2 years in a supervisory or assistant manager role.
-Strong leadership, people management, and customer service skills.
-Familiarity with café-style service and POS systems (e.g., iPad ordering, tablet billing).

💡 Key Competencies
-Passion for hospitality and guest satisfaction.
-Calm, solution-focused mindset under pressure.
-Attention to detail, with strong organizational and communication skills.
-Fluent in English and Bahasa Malaysia (French is an added advantage).

Working Conditions
-Shift-based work including weekends and public holidays.
-Fast-paced café environment withstanding and floor movement.
-Requires multitasking and team coordination across service hours.