Outlet Manager

Role & responsibilities

Outlet Manager

Department: Front Of The House

Reporting To: Area Manager

Job Purpose:

The Outlet Manager is responsible for managing the day-to-day operations of the outlet, ensuring excellent guest service, achieving sales and profitability targets, leading the team, and maintaining Theobroma's operational, hygiene, and brand standards.

Key Responsibilities:

1. Outlet Operations

Ensure smooth day-to-day operations of the outlet.

Maintain high standards of food quality, cleanliness, and hygiene.

Ensure compliance with SOPs, FSSAI, and safety standards.

Monitor opening and closing procedures.

2. Guest Experience:

Deliver exceptional customer service and create memorable guest experiences.

Handle customer complaints professionally and ensure timely resolution.

Maintain high customer satisfaction scores.

Build guest loyalty through excellent service.

3. Sales & Business Performance:

Achieve daily, weekly, and monthly sales targets.

Drive average bill value (ABV) and increase footfall.

Improve store profitability through effective cost management.

Execute local store marketing initiatives to boost sales.

4. Team Management

Recruit, train, coach, and develop outlet team members.

Prepare staff duty rosters and manage manpower efficiently.

Conduct daily team briefings.

Monitor employee performance and provide regular feedback.

Promote Theobroma's core values and positive work culture.

5. Inventory & Cost Control

Monitor inventory levels and place timely orders.

Reduce wastage and control food costs.

Ensure proper stock rotation (FIFO/FEFO).

Conduct regular stock counts and inventory reconciliation.

6. Cash & Financial Management

Ensure accurate billing and cash handling.

Verify daily cash deposits and banking.

Maintain petty cash records.

Prepare daily sales reports and MIS reports.

7. Compliance & Hygiene

Ensure adherence to food safety and hygiene standards.

Maintain outlet cleanliness at all times.

Ensure all licenses and statutory requirements are up to date.

Conduct regular health and safety checks.

8. Administration

Coordinate with HR, Supply Chain, Finance, and Maintenance teams.

Ensure preventive maintenance of equipment.

Submit daily, weekly, and monthly operational reports.

Manage vendor and delivery partner coordination.

Key Performance Indicators (KPIs)

Sales Achievement (%)

Outlet Profitability

Customer Satisfaction (CSAT/NPS)

Food Cost & Wastage

Inventory Accuracy

Audit & Hygiene Scores

Employee Retention

Training Completion

Online Order SLA Compliance

Mystery Audit Scores

Qualifications

Graduate (Hotel Management / Hospitality / Business Administration preferred).

6+ years of experience in Retail, QSR, Caf, or Hospitality, including team leadership experience.

Skills Required

Leadership and Team Management

Customer Service Excellence

Sales & Business Acumen

Inventory Management

Financial & Cost Control

Communication & Interpersonal Skills

Problem Solving & Decision Making

Time Management

MS Excel & POS System Knowledge

Working Conditions

Rotational shifts, including weekends and public holidays.

Ability to work in a fast-paced retail environment.

Standing for extended periods and handling peak business hours.

Preferred candidate profile

Male Only