Main Function
The Restaurant Outlet Manager is responsible for the overall management and performance of the fast food outlet. The role ensures efficient daily operations, fast and consistent service, food quality control, cost management, staff supervision, and high customer satisfaction while strictly adhering to brand standards, SOPs, and food safety regulations.
Role Responsibilities
Outlet Operations Management
- Oversee daily operations of the outlet including front counter, kitchen, drive-through (if applicable), and dining area.
- Ensure fast, accurate, and consistent service delivery in line with brand and QSR standards.
- Implement and enforce standard operating procedures (SOPs) across all departments.
- Monitor opening, mid-shift, and closing activities to ensure compliance.
Customer Service & Guest Satisfaction
- Ensure a positive customer experience at all times.
- Handle customer complaints professionally and resolve issues promptly.
- Monitor service speed, order accuracy, and cleanliness.
- Encourage customer loyalty through excellent service and brand consistency.
Staff Supervision & Team Leadership
- Recruit, train, schedule, and supervise outlet staff.
- Ensure staff punctuality, grooming, hygiene, and compliance with work standards.
- Conduct performance evaluations, coaching, and disciplinary actions when required.
- Foster teamwork, motivation, and accountability among staff.
Food Quality, Safety & Hygiene
- Ensure strict adherence to food safety, hygiene, and sanitation standards.
- Monitor food preparation, storage, portioning, and presentation.
- Conduct routine checks to ensure compliance with HACCP and health regulations.
- Ensure kitchen equipment is maintained and operational.
Inventory & Cost Control
- Manage inventory levels, stock ordering, and supplier coordination.
- Monitor food cost, wastage, labour cost, and operational expenses.
- Ensure proper stock rotation and storage to minimize losses.
- Investigate and address variances or discrepancies.
Sales, Targets & Performance Management
- Drive sales growth and achieve outlet revenue targets.
- Implement promotional activities and upselling strategies.
- Track daily sales, productivity, and outlet KPIs.
- Prepare and submit performance reports to management.
Cash Handling & Financial Control
- Oversee cash handling, POS operations, and daily reconciliation.
- Ensure accurate recording of sales and transactions.
- Safeguard outlet assets and prevent losses or fraud.
Safety, Security & Compliance
- Works with the CSO to ensure safety of staff, customers, and outlet property.
- Enforce safety protocols, emergency procedures, and incident reporting.
- Coordinate with security personnel when required.
- Ensure compliance with labour laws and company policies.
Qualifications and Requirements
Education and Certifications
- Bachelor’s Degree or HND in Hospitality Management, Business Administration, or a related field.
- Certifications in Food Safety, Hospitality Service Excellence, or F&B Operations are an added advantage.
Experience
- Minimum of 3-5 years’ progressive experience in restaurant or F&B operations, with at least 2 years in a managerial role within a 4 or 5-star hotel.
- Proven track record in luxury service environments, international cuisine operations, and fine-dining management.
Skills
Leadership and People Management
- Strong leadership and team-building skills to drive high service standards and staff morale.
- Ability to coach, delegate, and lead by example in a fast-paced environment.
Guest-Centric Mindset
- Exceptional communication, emotional intelligence, and interpersonal skills.
- Deep commitment to delivering unforgettable guest experiences.
Operational and Financial Acumen
- Skilled in restaurant budgeting, cost control, inventory management, and revenue analysis.
- Proficiency in POS systems, reservation software, and Microsoft Office tools.
Crisis Management and Problem Solving
- Ability to make quick, informed decisions during peak service hours or service disruptions.
- Strong conflict resolution and guest complaint handling skills.
Attention to Detail and Presentation
- Excellent sense of cleanliness, layout, service flow, and aesthetic coordination.
- Upholds brand image and service etiquette.
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