Multi-Outlet F&B Operations Lead - Service Excellence

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

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.