REPORTING RESPONSIBILITIES
1 To do structured outlet visitation as per instruction given by BSE / OC / EM / COO, and as per region needs.
2 Oversee and managing few outlets while 1 of the outlet will be the base.
3 To do any other business visit related to company, people, resource matters and as per business requirements.
4 To immediately assist and provide information as required by other departments to ensure smooth operation and business flow.
5 To provide timely report or updates as required to immediate superior or other departments.
6 To make wise, correct and timely decision considering all factors including company, subordinates and involved parties' interest.
7 To ensure all messages from company been fully cascaded to subordinates without jeopardizing the message objective and values, with no discrimination or hesitation.
8 To portray right, professional, high integrity and intelligent person from company to down liners, subordinates, third parties, licensee and others person.
COST CONSCIOUS
1 Build profitability by monitoring, analysing and executing action plans to new and established control mechanism or tools to achieve budgets as set by company.
2 Monitor COGS, Labours and semi variables and ensure expenditures to budget.
3 Analyse financial performances and coaches the Supervisor, and other team members in development and execution of correction action plan.
4 Consistently monitoring and managing wastage in every aspect of cost; labour, food and resources.
5 Take a proactive action to ensure the outlets spending is within the budget.
OUTLETS OPERATE WITHIN STANDARD
1 Supervises outlet in order to achieve the objective set by the Management, within the guidelines, policies and procedures of the Organization.
2 Guides and directs Supervisors and outlet members to provide a professional sound operation at highest; To ensure a quality service and product delivery through planning, organizing, leading and controlling of processes.
3 Responsible for the completion of daily, weekly and monthly outlet reports.
4 Checks, monitors and guide the preparation of outlets to be ready for peak hours and high-volume days.
5 Checks and monitors all food and beverage orders are delivered as per standard operating procedures.
6 Ensures consistency in quality and execution of 5 Ps (People, Products, Place, Procedures and Performances-services).
7 To check and revise outlets planning to ensure sufficient schedule staff at designated workstation, throughout the daily operation accordingly.
8 Maximise sales and promote the company and its services generally possible for the outlet opening on time, operate based on operation hours.
9 To have full knowledge of food and beverage served and its ingredients and method of cooking and preparing.
10 To ensure all products prepared are strictly according to Standard Operating Procedures (S.O.P)
11 To ensure all the products used follows First-In First-Out (FIFO) to minimize wastage and control product quality.
12 To plan, monitor, organise, lead and control the entire outlet operation in order to ensure product quality, friendly service, cleanliness, and creating comfortable atmosphere to all our valued customers.
13 To monitor outlet is well maintained and clean at all time, including utensils, equipment and cutleries used
14 Responsible and ensure all bank in and cash handling follow procedures and take necessary action if needed for any misconduct.
15 To carryout outlets inspection (audit) to maintain high operational standard.
SALES INITIATIVE
1 Build sales by adjusting to competitive changes in each (area) market environment while participating in marketing programs and training of employees in customer service and suggestive selling techniques to achieve monthly and annually sales budget and target as set by management.
2 Build sales by ensuring Supervisors understanding and committed in sales building, motivate sales growth by analysing daily, weekly and monthly sales and encouraging competition for excellence within the region.
3 Recommends, initiates and monitor implementation of Local Outlet Marketing (LOM) programs.
4 Monitor and take the necessary action to ensure upselling at Cashier station is consistently done.
HEALTHY WORKING ENVIRONMENT AND ATMOSPHERE
1 Create and maintain a culture of team development, passion for service excellence, business profitability while uphold and protect the brand standards as set.
2 Ensures all staff including Supervisor are trained to provide cheerful, helpful and prompt service to all customers.
3 Promotes goodwill by being efficient and courteous through building and promoting a professional and efficient team.
4 Maintains highest standard of work ethics, integrity, personal conduct and appearance.
5 To train, coach and support the team whenever needed and to ensure all staff are well trained before actual work
6 Motivate and inspire the team towards one common goal and to conduct counselling session for all employees
7 Maintains and develop professional relations with all levels of employees within the outlet and with customers while maintaining efficient and effective communications with supporting departments.
8 To be professionally involved with operations, to supervise, guides and corrects the team and maintaining a high level of staff morale and discipline in the outlet.
9 To take necessary action, including request Show Casued Letter or Warning Letter for any misconduct from People & Culture Department.
10 To ensure proper work system is in place to increase productivity, including change of predetermine Working Shift, Leave, Rest Day and Claim PH to ensure punctuality of all employees for work and minimize absenteeism.
11 Implement company initiatives and communicate company strategies and objectives clearly and efficiently to Supervisor and Crews
12 Conduct monthly assessment / evaluation for Supervisors to ensure they aware, acknowledge and on top of their performances.
CUSTOMERS COME FIRST
1 To ensure a quality service and product delivery through planning, organizing, leading and controlling of processes, to meet our customers' expectations at all times so as to enhance and maintain the reputation of the company
2 Handles and resolves customer request and complaint positively, professional manner and to a win-win situation
3 To meet our customers' expectations at all times so as to enhance and maintain the reputation of the company level customer satisfaction within the set policies and procedures.
4 Provide proper explanation, action taken and action plan to the Immediate Superior and working towards to the planning, within 24 hours of receiving the feedback.
5 Provide service recovery to the customers to ensure the issue highlighted are been address accordingly.