Outlet Manager (SG)

Zuspresso (M) Sdn Bhd; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent coffee outlet in Shah Alam, Malaysia, is seeking a skilled outlet manager to oversee operations and ensure exceptional customer service. The ideal candidate will demonstrate strong team management skills and a commitment to operational excellence. Responsibilities include training staff, managing performance, and utilizing various operational tools to drive success. This role requires a customer-first attitude and the ability to adapt during high-volume periods.

Qualifications

• Demonstrated ability to manage high volume operations smoothly.
• Experience in training and holding teams accountable for customer service.
• Proficient in using operational tools to drive performance.

Responsibilities

• Manage and develop the outlet team for operational success.
• Ensure adherence to company culture and compliance.
• Analyze financial reports to enhance store performance.

Skills

Customer service orientation

Team management

Communication skills

Operational excellence

Tools

Dashboard

Labor Scheduling

Inventory management

Job description

• Demonstrates acalm demeanor during periods of high volume or unusual events and managessmooth transitions thereafter to keep outlet operating to standard and to set apositive example at outlet level.
• Displays a “CustomerComes First” attitude by training and holding Outlet Supervisors and Baristasaccountable for delivering exceptional customer service.
• Manages withintegrity, honesty and knowledge that promote the culture, values, and missionof ZUS Coffee.
• Plans, identifies,communicates, and delegates appropriate responsibilities and practices toOutlet Supervisors and Baristas to ensure smooth flow of operation.
• Provides coachingand direction to the outlet team to take action and to achieve operationalgoals. Constantly reviews outlet environment and key business indicators toidentify problems, concerns, and opportunities for improvement to providecoaching and direction to the outlet team to achieve operational goals.
• Monitors andmanages outlet staffing levels to ensure team development and talentacquisition to achieve and maintain outlet operational requirements based onLabor Cost.
• Utilise theexisting tools to identify and prioritise communications and regularly usesdiscretion to filter communications to the outlet team.
• Communicates clearly,concisely and accurately in order to ensure effective outlet operations.
• Actively manages Outlet Supervisors and Baristas by regularly conducting performance assessments, providing feedback, and setting challenging goals to improve individual and team performance.
• Manages ongoing individual and team performance using performance management tools to support organisational objectives.
• Challenges and inspires team members to achieve business results.
• Develops and maintains positive relationships with partners in the district by understanding and addressing individual motivation, needs and concerns.
• Ensures partners adhere to legal and operational compliance requirements.
• Recognizes and reinforces individual and team accomplishments by using existing organisational tools and programs as well as by finding new, creative, and effective methods of recognition.
• Utilise and demonstrate effective management principles and practices to create and maintain a successful team resulting in an environment where staffs are valued and respected.
• Ensures adherence to applicable wage and hour laws for nonexempt staffs and minors
• Solicits customer feedback to understand customer needs and the needs of the local community.
• Uses all operational tools to plan for and achieve operational excellence in the Outlet. Tools include Dashboard, Scorecards, Operations Metric, Dashboards, ServeDeck, HubDoc, Rymnet, Labor Scheduling, Monthly Status Report, Quarterly Business Review, Cash management and Inventory management.
• Uses discretion in accessing external resources to support store operations and to execute district and regional initiatives. Resources include HR, Marketing, QAQC, IT & Tech, Product Development, and Academy departments.
• Utilizes management information tools and analyzes financial reports to identify and address trends and issues in store performance.