Walk-in || Outlet Manager

Job description

Role:

The Retail Outlet Manager will be responsible for end-to-end management of the assigned retail outlet, ensuring smooth daily operations, exceptional guest experience, product availability, hygiene and food safety, team productivity, inventory accuracy and overall store profitability.

The role requires strong leadership, operational discipline and a customer-centric approach, with a clear focus on achieving sales, service, quality and profitability objectives.

Responsibilities:

1. Store Operations

• Take complete ownership of the day-to-day operations of the assigned retail outlet.
• Ensure timely store opening and closing as per company SOPs.
• Ensure smooth execution of all operational processes and adherence to company standards.
• Monitor store readiness, ambience, cleanliness and overall presentation throughout the day.
• Ensure proper product display, merchandising and availability as per company guidelines.

2. Customer Experience

• Ensure every guest receives a warm greeting, courteous service and a positive in-store experience.
• Monitor customer satisfaction and proactively address customer queries and complaints.
• Handle escalated customer concerns professionally and ensure timely resolution.
• Drive customer engagement, repeat visits and brand loyalty.

3. Sales & Store Profitability

• Achieve assigned sales and business targets for the outlet.
• Monitor daily sales performance and identify opportunities for improvement.
• Drive upselling and cross-selling, particularly of high-margin products.
• Monitor product mix, wastage and controllable costs to improve store profitability.
• Ensure effective execution of promotional and seasonal campaigns.

4. POS, Cash & Financial Controls

• Ensure accurate POS billing and compliance with billing procedures.
• Manage cash counter operations and daily cash transactions.
• Ensure proper cash reconciliation and timely bank deposits.
• Maintain accurate records and ensure adherence to company financial controls.
• Report any cash variance or discrepancy immediately as per company protocol.

5. Inventory & Stock Management

• Ensure adequate availability of products, packaging materials and other store requirements.
• Monitor stock levels, consumption and movement on a daily basis.
• Prepare and raise stock/order indents as per business requirements.
• Ensure proper receiving, storage, handling and rotation of products.
• Minimize product damage, expiry and wastage through effective inventory control.
• Conduct regular stock verification and ensure inventory accuracy.

6. Food Safety, Hygiene & Compliance

• Maintain strict standards of cleanliness, hygiene and food safety across the outlet.
• Ensure compliance with company SOPs and applicable FSSAI requirements.
• Ensure proper personal hygiene and grooming standards for all employees.
• Maintain required records and documentation for audits and inspections.
• Coordinate and ensure successful completion of internal, external and FSSAI audits.
• Immediately address audit observations and ensure timely closure of corrective actions.

7. Team Management & Development

• Lead, supervise and motivate the outlet team to achieve operational and business objectives.
• Prepare and manage employee shift rosters based on business requirements.
• Ensure adequate manpower deployment during peak and non-peak hours.
• Conduct induction, on-the-job training and grooming of new employees.
• Monitor employee performance, discipline, attendance and grooming.
• Develop team members through regular coaching and feedback.
• Foster a positive, service-oriented and performance-driven work culture.

8. Product & Order Management

• Ensure products are received, stored, displayed and served as per prescribed quality standards.
• Monitor product freshness, shelf life and presentation.
• Coordinate with the central kitchen/operations team for product requirements and replenishment.
• Ensure timely ordering based on sales trends and expected demand.

9. Audit, Documentation & Reporting

• Maintain all required store records, registers, checklists and operational documents.
• Ensure compliance with company policies, SOPs and statutory requirements.
• Support internal and external audits and implement corrective actions.
• Prepare and submit daily/weekly/monthly operational reports as required.
• Monitor key store performance indicators and take corrective actions where required.

The performance of the Retail Outlet Manager will be evaluated on:

• Sales & Revenue Achievement
• Store Profitability
• Customer Satisfaction & Complaint Resolution
• Upselling & Average Transaction Value
• Product Availability & Inventory Accuracy
• Wastage & Stock Loss Control
• Cash & POS Accuracy
• Hygiene & Food Safety Compliance
• Audit Performance
• Employee Productivity & Retention
• Training & Grooming Standards
• Adherence to Company SOPs
• Overall Store Operational Excellence

Preferred candidate profile

• Graduate/Diploma in Hotel Management, Hospitality, Retail Management, Business Administration or a relevant field.
• 3-6 years of experience in retail, QSR, caf, bakery, restaurant or hospitality operations, preferably with experience in a supervisory/managerial role.
• Strong understanding of store operations, POS, cash handling, inventory and customer service.
• Experience in team handling, shift planning and staff training.
• Knowledge of food safety, hygiene and FSSAI compliance will be an advantage.
• Strong communication, leadership and problem-solving skills.
• Customer-centric approach with a strong focus on sales and profitability.
• Comfortable working in a fast-paced retail environment and rotational shifts.