Job Description
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