F&b Operations Manager

6 months ago

Mont Kiara, Malaysia Qra Sdn Bhd Full time

**The main objective of the role is to**:

- Provide leadership and coaching to the outlet team, in order to maximize the long-term sales and profit potential.
- Manage and oversee sales and performance of the FandB Department within Qra’s outlets by leading a team of Outlet-In-Charge (OIC) who will operate, manage, and supervise outlet FOH operations.
- Make decisions on operational matters pertaining to assigned outlets.
- Hold meetings with respective OICs to account for business results, discuss over people development or movement and to update the team on the Company and area directions or initiatives.

The following are some of the key responsibilities and deliverables of this role:
- Operational Excellence and Business Cadence
- Working with ensuring compliance with company standards, policies, and procedures.
- Maintain consistently high standards for coffee and beverage quality, customer service, cleanliness, and hygiene at all outlets.
- Oversee inventory control, stock replenishment, and product ordering to prevent stockouts and minimize waste.
- Monitor outlet performance metrics, sales reports, and implement action plans to optimize revenue and efficiency.
- Ensure compliance with health and safety regulations, implement safety protocols, and maintain a safe working environment for staff and customers.
- Continuously identify areas for improvement in operational processes and implement efficiency-enhancing measures.
- Submit and present monthly operations sales, accountability, and action plan reports.
- Working with the team to develop and achieve business goals in terms of Quality, Service and Cleanliness (QSC)
- Overseeing opening of new outlets, including setup and staff training.

2. Customer Experience and Training
- Lead and train outlet staff to deliver excellent customer experiences and uphold Qra’s Core Values.
- Constantly looking for new ways to increase customer loyalty and keep existing customers happy.
- Keep abreast of retail and FandB market trends, that enables us to innovate to offer best in class experience and deliver top-notch service to customers that will set us apart.
- Identify opportunities that can enhance Qra’s service excellence by implementing customer centric activities.
- Nurture strong relationships with the team to encourage feedback, share best practices and lessons learnt to drive future improvements.
- Collaborate with all HQ stakeholders (ie. Marketing, Merchandising, CRM and Project) to problem solve, brainstorm and implement customer centric initiatives that will enhance our services and offerings.

**; Requirements**:
- High school diploma or equivalent; higher certification in FandB management preferred.
- 4 years or more of work experience in a similar role.
- Good understanding of food, health, and safety regulations.
- Able to communicate and collaborate in a team.
- Comfortable in English and Malay.
- Able to work 6 days a week in a shift pattern.

Must haves
- Highly customer-centric with a passion and love for servicing customers
- Genuine curiosity to know how things work and how to make them better
- A self-starter, proactive and hands-on approach. Get it done right, and fast
- Outstanding interpersonal, negotiation and communication skills and an ability to develop and maintain relationships
- Always curious, with a pulse on the ever-changing consumer retail industry, and an ability to constantly improve and innovate existing retail experiences
- Lives and breathes our brand values: Own this Journey; Truly Passionate; Customers in Mind; Work Together; Aim to Be Better

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