STORE MANAGER

Select Goods; Cagayan de Oro; On-site; PHP 290,000 - 469,000; Full time

Job summary

FantasyWorld is seeking a Branch Operations Supervisor to oversee daily store operations, ensure SOP compliance, and coordinate with the Area Manager. You will manage staff scheduling, performance coaching, and customer service standards to deliver safe and enjoyable experiences for guests.

The role requires 2–3 years of supervisory experience, strong leadership, and proficiency with POS systems. Weekend and holiday hours may apply as needed.

Qualifications

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or related field preferred.
• 2–3 years of supervisory or management experience in retail/food service/entertainment settings.

Responsibilities

• Oversee daily branch operations and ensure SOP adherence.
• Manage staffing, scheduling, and performance coaching.
• Maintain high standards of customer service, safety, and cleanliness.
• Monitor sales performance, cash handling, and inventory controls.
• Coordinate with HR/recruitment for manpower and training needs.
• Document incidents and reports as required.

Skills

Leadership

People management

Customer service

Sales monitoring

Cash handling

Inventory control

Safety compliance

Operations coordination

Team coaching

Education

Bachelor's degree in Business/Operations

Tools

POS systems

MS Office

Job description

KEY RESPONSIBILITIES

1. STORE OPERATIONS

• Oversee the overall daily operations of the assigned FantasyWorld branch.
• Ensure that the store is properly opened and closed according to company procedures.
• Conduct regular inspections of all operational areas before, during, and after business hours.
• Ensure that all areas, equipment, facilities, and customer zones are clean, safe, organized, and operational.
• Ensure that employees follow established Standard Operating Procedures (SOPs).
• Monitor the proper execution of opening, operating, and closing procedures.
• Ensure that all operational concerns are immediately identified, addressed, and properly reported.
• Coordinate with the Operations / Area Manager regarding major operational concerns.
• Ensure that the branch is prepared for peak hours, weekends, holidays, promotions, and special events.

2. MANPOWER MANAGEMENT

• Supervise, lead, and manage all employees assigned to the branch.
• Prepare and monitor employee schedules based on operational requirements and approved manpower allocation.
• Ensure adequate manpower coverage during operating hours.
• Monitor employee attendance, punctuality, breaks, overtime, early-outs, and absences.
• Ensure that employees report to their assigned posts on time and remain at their designated areas unless properly authorized.
• Assign daily duties and responsibilities based on operational requirements.
• Monitor employee performance and provide coaching and corrective guidance when necessary.
• Conduct regular team briefings and communicate company announcements, policies, and operational updates.
• Identify manpower shortages and coordinate with HR / Recruitment for replacement or additional manpower requirements.
• Assist in employee onboarding, training, evaluation, and performance monitoring.
• Ensure proper grooming, uniform, behavior, and professional conduct of all employees.

3. CUSTOMER SERVICE

• Ensure that every customer receives safe, professional, friendly, and efficient service.
• Monitor customer satisfaction and immediately address customer concerns or complaints.
• Handle escalated customer complaints professionally and appropriately.
• Ensure that employees maintain proper customer service standards.
• Monitor customer flow and identify operational adjustments needed during peak periods.
• Ensure that customer inquiries are properly answered and concerns are documented when necessary.
• Maintain a positive and welcoming environment for children, families, and other guests.

4. SALES AND BUSINESS PERFORMANCE

• Monitor daily, weekly, and monthly sales performance of the branch.
• Review sales reports and identify opportunities for improvement.
• Ensure that employees properly promote available products, services, activities, packages, and promotions.
• Monitor branch performance against assigned sales targets and operational KPIs.
• Develop and implement appropriate action plans when sales performance is below expectations.
• Monitor customer traffic and identify opportunities to improve revenue.
• Coordinate with management regarding promotional activities and special events.
• Ensure that all approved promotions and marketing campaigns are properly implemented at the branch.

5. CASHIERING AND CASH MANAGEMENT

• Ensure proper implementation of cash handling and cashiering procedures.
• Monitor cashier transactions and ensure that all sales are properly recorded in the POS system.
• Ensure that cashiers properly account for cash, sales, refunds, discounts, voids, and other transactions.
• Conduct or supervise cash counts and reconciliation according to company procedures.
• Monitor cash overages and shortages and ensure that discrepancies are immediately reported and investigated.
• Ensure that no unauthorized use of company cash, funds, discounts, or cashier accounts occurs.
• Safeguard company cash, documents, equipment, and other assets.
• Ensure proper endorsement of cash and financial documents during shift changes and closing procedures.

6. INVENTORY AND ASSET MANAGEMENT

• Monitor inventory levels and ensure proper handling and storage of products and supplies.
• Conduct regular inventory checks and coordinate scheduled physical inventory counts.
• Monitor stock movement, usage, wastage, damaged items, and discrepancies.
• Ensure proper receiving, recording, storage, and issuance of supplies.
• Prevent unnecessary wastage, loss, damage, or misuse of company property.
• Report inventory discrepancies and damaged or missing assets immediately.
• Ensure that company equipment and facilities are properly maintained and used only for authorized purposes.

7. SAFETY AND SECURITY

• Ensure the safety of customers, employees, and company property at all times.
• Strictly implement all safety rules and operational procedures.
• Ensure that employees assigned to attractions or activity areas properly monitor customers and follow safety protocols.
• Conduct regular safety inspections of play areas, equipment, facilities, and customer zones.
• Immediately report unsafe conditions, equipment damage, accidents, injuries, or other safety concerns.
• Ensure proper documentation and reporting of accidents and incidents.
• Coordinate with management, security, maintenance, or emergency personnel when necessary.
• Ensure emergency procedures are properly communicated and followed.

8. CLEANLINESS AND STORE STANDARDS

• Maintain high standards of cleanliness, sanitation, organization, and presentation throughout the branch.
• Ensure that customer areas, activity areas, cashier areas, storage areas, restrooms, and other facilities are properly maintained.
• Conduct regular cleanliness inspections throughout the operating day.
• Ensure employees follow assigned cleaning schedules and responsibilities.
• Immediately address sanitation, maintenance, or facility concerns.
• Coordinate with Maintenance / Facilities teams regarding repairs and preventive maintenance.

9. INCIDENT AND REPORTING MANAGEMENT

• Ensure all incidents, accidents, customer complaints, operational issues, cash discrepancies, and employee violations are properly documented.
• Prepare accurate and timely incident reports when required.
• Review CCTV footage, POS reports, attendance records, or other available documentation when necessary to establish facts regarding an incident.
• Escalate serious incidents to the Area Manager / Operations Manager immediately.
• Maintain confidentiality when handling employee, customer, financial, and operational information.
• Ensure proper endorsement of unresolved issues to the next shift or responsible department.

10. EMPLOYEE PERFORMANCE AND DISCIPLINE

• Monitor employee performance and compliance with company policies.
• Provide coaching and counseling for performance or behavioral concerns.
• Document recurring performance issues and coordinate with HR when necessary.
• Recommend appropriate corrective action based on company policy and established procedures.
• Ensure that disciplinary matters are handled fairly, professionally, consistently, and with proper documentation.
• Coordinate with HR regarding attendance issues, policy violations, performance concerns, and employee relations matters.
• Encourage teamwork, accountability, professionalism, and a positive workplace culture.

11. TRAINING AND DEVELOPMENT

• Conduct or assist in training employees on company SOPs, customer service, safety, cashiering, cleanliness, and operational procedures.
• Ensure newly hired employees receive proper orientation and on-the-job training.
• Identify employee training needs and recommend appropriate development activities.
• Monitor employees' understanding and application of company procedures.
• Develop employees to become more effective and responsible team members.

12. ADMINISTRATIVE RESPONSIBILITIES

• Complete and submit required daily, weekly, and monthly reports accurately and on time.
• Maintain proper branch records and documentation.
• Review operational reports and communicate significant findings to management.
• Ensure proper filing and safekeeping of branch documents.
• Attend management meetings, training sessions, and operational briefings as required.
• Ensure company announcements and policies are properly communicated and implemented.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or a related field is preferred.
• At least 2–3 years of supervisory or management experience, preferably in retail, food service, entertainment, recreation, hospitality, or similar customer-facing operations.
• Experience managing a team and handling daily branch operations.
• Experience with sales monitoring, cash handling, inventory, and customer service.
• Strong leadership and decision-making skills.
• Good communication and interpersonal skills.
• Ability to manage multiple operational concerns simultaneously.
• Strong organizational and problem-solving skills.
• Computer literate and preferably knowledgeable in POS systems and basic MS Office applications.
• Willing to work on weekends, holidays, shifting schedules, and extended hours when operationally required.
• Must be customer-oriented, responsible, dependable, and professional.