Assistant Operations Manager (Retail)

PAUL Bakery Malaysia; Kuala Lumpur; On-site; MYR 89,000 - 156,000; Full time

Benefits offered by this job

Employee Referral Scheme

Staff Purchase Discounts

Hostels provided

Uniforms provided

Career development opportunities

Exposure to multi-outlet operations

Job summary

PAUL Malaysia is seeking a proactive Operations Manager to oversee daily restaurant, bar and retail operations across Pavilion outlets and other PAUL Malaysia sites. You will lead outlet teams, uphold service standards, manage costs and drive KPI performance while representing the brand’s heritage.

You will support the Operations Manager in ensuring premium customer experience, staff development and adherence to SOPs, with travel between PAUL Malaysia outlets as needed.

Qualifications

• 3–5 years in restaurant or retail operations management.
• Diploma or Degree in Hospitality Management, Business Administration or related field.
• Experience in multi-outlet operations is an advantage.
• Strong leadership, people management and communication skills.
• Willing to travel between outlets and work weekends/holidays when required.

Responsibilities

• Assist Operations Manager in overseeing daily restaurant, bar and retail operations.
• Conduct regular outlet visits to ensure service standards.
• Ensure compliance with SOPs, sales reporting and cash handling procedures.
• Monitor KPIs, inventory and wastage, and implement cost-control measures.
• Maintain high standards of customer service, cleanliness, grooming and presentation.
• Coordinate maintenance and repair matters and upkeep scheduling.
• Support manpower planning, recruitment, training and coaching of outlet teams.
• Work with Outlet Managers to address manpower, service and operational issues.
• Support catering operations with MARCOM team for event planning and feedback.
• Handle and resolve customer complaints promptly and professionally.

Skills

Leadership

People management

Problem-solving

Communication

Education

Hospitality/Business Admin degree

Tools

POS systems

Inventory software

Microsoft Office

Job description

You will play a key role in ensuring smooth day-to-day operations across PAUL Malaysia's outlets, maintaining PAUL's service and operational standards, driving team performance, and delivering an excellent customer experience while representing the heritage of our internationally recognised French bakery and café brand. You will support the Operations Manager in leading our restaurant and retail teams across PAUL Malaysia.

Key responsibilities

Assist the Operations Manager in overseeing daily restaurant, bar and retail operations across all outlets, including Pavilion Bukit Bintang, Pavilion Damansara Heights, SMC and KLIA

Conduct regular outlet visits and ensure consistent operational and service standards

Ensure full compliance with Company SOPs, including accurate sales reporting and proper cash-handling procedures

Monitor sales performance, operational KPIs, inventory and wastage, and implement appropriate cost-control measures

Ensure outlets maintain high standards of customer service, cleanliness, grooming and overall presentation

Coordinate maintenance and repair matters, including follow-up and upkeep scheduling

Support manpower planning, recruitment, training, coaching and performance monitoring of outlet teams

Work closely with Outlet Managers to address manpower, service and operational issues

Support catering operations in coordination with the MARCOM team, including event manpower planning, setup and post-event feedback

Handle and resolve customer complaints promptly and professionally

Requirements

Minimum 3–5 years of experience in restaurant or retail operations management, preferably within the F&B industry

Diploma or Degree in Hospitality Management, Business Administration or a related field

Experience in multi-outlet operations will be an added advantage

Strong leadership, people management, problem-solving and communication skills

Hands‑on and comfortable working closely with outlet teams

Proficient in Microsoft Office and familiar with POS and inventory management systems

Strong understanding of customer service, operational controls and cost management

Able to work independently, manage multiple priorities and respond effectively to operational issues

Willing and able to travel regularly between outlets

Flexibility to support operations during weekends, public holidays or peak business periods, when required

MALAYSIAN Only

Employee Referral Scheme

Staff Purchase Discounts

Hostels provided, where applicable

Uniforms provided

Career development and growth opportunities

Exposure to multi-outlet operations within an internationally recognised brand.