Job Summary

Responsible for supporting the Outlet in daily operations, ensuring smooth service, maintaining high-quality standards, and driving sales while managing the team effectively. This position plays a key role in team leadership, inventory control, customer service, and overall store performance.

Key Roles and Responsibilities

1. Operational Management:

- Ensure smooth day-to-day operations, maintaining efficiency during peak and non-peak hours.
- Supervise food preparation, service speed, and order accuracy to meet brand standards.
- Conduct shift handovers effectively, ensuring operational continuity.
- Ensure the store is clean, well-maintained, and follows hygiene and safety protocols.
- Maintain Safe working environment.

2. Team Leadership & Training:

- Assist in recruiting, training, and mentoring team members.
- Lead by example to ensure excellent customer service and teamwork.
- Handle team scheduling, shift planning, and attendance regularization.
- Conduct daily briefings to align the team to meet targets and expectations.
- Conduct one on one with the team, monitor team performance, behavior and punctuality.
- Evaluate new team members based on probation form.

3. Customer Service & Guest Experience:

- Ensure a welcoming and engaging customer experience.
- Handle customer feedback and resolve complaints promptly.
- Promote upselling and cross-selling to maximize revenue.

4. Sales & Performance Management

- Monitor daily sales, set targets, and drive performance improvements.
- Execute store-level marketing initiatives and promotions.
- Maintain a deep understanding of menu items, serving standard SOP.

5. Inventory & Cost Control:

- Assist in inventory management, ordering, and stock audits.
- Control food waste, efficient stock management and packaging.
- Ensure accurate billing, cash handling, POS operations and delivery orders.
- Ensure all the smallware and equipments are well maintained.

6. Compliance & Safety:

- Ensure adherence to company policies, food safety,



and legal regulations.
- Implement security measures for cash and store assets.
- Conduct routine health and safety checks.
- Timely highlighting the issues to the management.

7. Customer Satisfaction & Problem Solving:

- Oversee customer service and ensure the highest standards of satisfaction.
- Address customer concerns promptly and implement solutions to resolve issues.

Job Requirements

- Education: Diploma/Bachelor's/Masters degree in Hotel/Hospitality Management and Business Administration, Retail Management, Marketing, or a related field.
- Experience: 6-10 years of experience in retail operations, with expertise in QSR, luxury brands, or International Brand Franchise management.
- Experience of working in outlet store environments.
- A strong drive to deliver results, analytical thinking, and problem-solving abilities.
- Strong leadership, negotiation, and stakeholder management skills.
- Excellent communication and interpersonal skills, with the ability to lead diverse teams effectively.
- Ability to work in a fast-paced, high-growth workplace and drive business scalability

Additional Desired Skills:

- Customer-Centric: Strong focus on delivering exceptional customer service and ensuring a premium shopping experience.
- Pre-Season and In-Season reporting required for business analysis, decision-making, and strategy development.
- Knowledge of, and ability to use Microsoft Excel, Word, PowerPoint, and Outlook.

General Requirements:

- Health Screening as per the FSSAI guidelines.
- FOSTAC/HACCP and Food Safety Training.
- POSH Training.
- Training and Development
- Attendance and Punctuality
- Employee Grievance Procedure.
- Non - Disclosure Agreement.
- Mandatory Statutory Compliance Pertaining to Outlet Operations.
- Employee Engagement/Motivational program.
- Human Resources Policy manual.
- Waste Management, Inventory control.
- Maintaining professional behavior.
- Personal grooming,
- Workplace decorum.

Note: With the change in position, the roles, responsibilities, and other requirements will change accordingly.

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