Role Overview

The Outlet Manager is responsible for overseeing the daily operations of the café outlet, ensuring smooth workflow, excellent customer service, and compliance with company standards. This role requires strong leadership, hands-on involvement in operations, and the ability to drive sales performance while motivating the team.

Key ResponsibilitiesOperations Management

Oversee daily café operations to ensure smooth and efficient workflow.
Ensure compliance with company SOPs, hygiene, and safety standards.
Manage inventory, stock ordering, wastage control, and cost efficiency.
Handle outlet cash management, daily sales reports, and banking procedures.
Monitor store ambiance, cleanliness, and equipment functionality.

Customer Experience

Deliver excellent customer service and ensure staff maintain high service standards.
Handle and resolve customer feedback, complaints, or issues promptly.
Create a welcoming environment that reflects the brand identity.

People Management

Lead, motivate, and coach outlet team members to achieve performance targets.
Plan and manage staff scheduling, attendance, and discipline.
Conduct on-the-job training and performance evaluations for team development.

Sales & Business Performance

Achieve outlet sales targets and KPIs set by management.
Execute promotions, upselling, and marketing initiatives at the outlet.
Analyze sales performance, customer flow, and suggest improvements.

Administration & Reporting

Prepare and submit daily/weekly reports to the Area Manager/Operations Manager.
Ensure proper documentation for HR, finance, and compliance purposes.
Support recruitment and onboarding of new outlet team members.

PCA Group Sdn. Bhd.