F&b Operation Manager

6 months ago

Kuala Lumpur, Malaysia FirstWorks Group Sdn. Bhd. Full time

Job Overview

The Operations Manager will provide the leadership, management and foresight

required to ensure that the business productivity is at its optimal level, through

implementation and maintenance of the most efficient and effective operational

controls, administration, and reporting procedures.

Provide strategic direction to accomplish business objectives, some of the job

functions includes:
1. Leadership and responsibility in People Person Management and Development
- P&L, Code of Conduct, compliance management, induction, training and

development program for various levels, recruitment, retention, stability, and

turnover.

2. To act as a trainer and coach to develop succession plan program, understand

and support the Company’s strategy, direction, and long-term vision; and ensure that

communication to the team are easy to understand for successful implementation.

3. Operations Excellence - RQA/Mystery Shopper programs, product quality, service

excellence, setting and ambience, administration systems, performance evaluation,

performance tracking (balance scorecard), compensation and benefits, reward

schemes.

Roles & Responsibilities
- To enforce the structural plan set in place by the management and support

the business plan for growth. This will include manpower planning at Retail

Operations level, Operations Support, Training and Development, Maintenance and

Quality Assurance requirements. Work closely with the General Manager and Outlet

Managers to achieve the structural plan through recruitment of the right personnel

for these positions.
- Ensure outlets has appropriately allocated manpower and resources within

the operations and support structures. To review progress and make mid-course

corrections if necessary.
- Ensure adequate labour manning and at the same time keeping labour cost

within AOP limits. This is achieved with weekly labour planning of hours by outlet

with some flexibility to adjust for sales upsides and downsides. Monitor the labour

budget for salary, benefits, and incentives to prevent over-runs.
- Establish a collaborative operation approach to interdepartmental

communication and process implementation. E.g., Coordinate with IT Department

for technical and information services processes.
- Manage new outlets openings by coordinating with relevant departments and

vendors on logistics, deliveries, internet, phone line, POS setup, etc.

Provides accurate monthly reports on the operating condition of the Company

to Management in a timely manner.
- Monitor performance of supervisors and ensure recognition is provided when

OKRs are met, or else propose corrective measures in case of performance

deterioration.
- Ensure compliance of controls and procedures based on the Operating

Manuals and Policies.
- Ensure compliance by Operations team to the Company’s Human Resource

Policy and Procedures and Code of Conduct.
- Enforce compliance and implement disciplinary procedures whenever

necessary to maintain standards of performance and integrity amongst staff.
- Ensure compliance of Operations team to statutory regulations through clear

communication to Operations personnel and ensure understanding of these

regulations by Operations personnel.
- To continuously look for ways to improve productivity, increase operations

efficiency, and simplicity.
- Assist in developing and implementing Outlet’s Standard Operating

Procedures (SOP) to enable Operations’ teams to understand and operate within the

Company’s established operating control standards and assist in improvising

changes whenever necessary to align with industry standards and practices.
- Assist in driving Operations team towards achieving Targets set by

management.
- Assist in ensuring product, service and store excellence achieved through

various programs such as monthly RQA/ Mystery Shopper, KPI tracking through

balance scorecard, P&L target setting and Retail Incentive Scheme rewards.
- Ensure regular maintenance of outlet assets and facilities to ensure

equipment and décor at outlets are in good operating condition. Implement

preventive measures on repairs and maintenance to minimize disruption to

operations due to breakdowns.
- Ensure that all Company funds, assets, and property located at outlets are

properly administered, handled, and safeguarded. Enforce compliance of Cash

Handling Policy and other Company Policies to safeguard these resources and take

prompt action to rectify should theft or loss happens.
- Follow up on all consumer feedback, compliments and complaints and

ensure that these are handled promptly and timely with guest recovery plans.

Plan and work on budgets to maximise profits and achieve sales targets set

by Management.
- In-charge of multiple outlets across the region.

Qualifications and Education Requirements
- Must have experience in F&B chains, managing at least 15 outlets.

industry.
- Prior knowledge in running operations and shift work.
-

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