Chocolate Gallery Operations Manager

The Outlet Manager is responsible for managing the day-to-day operations of the Chocolate Gallery outlet to ensure smooth performance, excellent customer satisfaction, team productivity, and compliance with brand standards. This position involves supervising, training, and motivating the outlet team, as well as planning and carrying out promotional activities. The Outlet Manager is expected to lead by example, maintain high service and product quality, and create a pleasant and welcoming atmosphere for both guests and staff.

Operations Management

• Oversee all aspects of daily outlet operations, ensuring seamless coordination between front and back-of-house activities.
• Supervise, coordinate, and actively participate in team operations.
• Monitor service quality, customer satisfaction, and product consistency.
• Maintain strict control over operational costs, including labour, wastage, and inventory.
• Prepare daily and monthly reports such as walk-ins, covers, incident logs, complaints, and inventory records.

Staff Management & Training

• Schedule and manage staffing to ensure sufficient manpower during all operational hours.
• Conduct daily briefings to communicate updates, tasks, and promotions to the team.
• Train and develop staff in customer service, product knowledge, SOP compliance, and grooming standards.
• Evaluate staff performance and conduct regular feedback sessions.
• Ensure all employees maintain proper grooming, hygiene, and professional appearance.

Guest Experience

• Greet and interact with guests to ensure a high level of satisfaction.
• Handle guest feedback and complaints professionally and promptly.
• Monitor guest feedback and take action to improve service where necessary.
• Promote a friendly, personalized, and memorable experience for every customer.

Inventory & Supplies

• Prepare and manage daily requisitions of ingredients, packaging, and other essential supplies.
• Conduct monthly inventory checks of equipment and outlet supplies.
• Ensure adequate stock levels and maintain proper hygienic storage of all items.

Sales & Promotions

• Work with management to plan and execute promotional strategies and seasonal campaigns.
• Monitor sales results and recommend initiatives to boost revenue.
• Manage outlet decorations and themed setups for festive and special events.

Safety, Hygiene & Compliance

• Ensure cleanliness, sanitation, and hygiene of the outlet and equipment at all times.
• Comply with food safety standards and local health regulations.
• Implement and enforce safety procedures for guests and employees.

Administrative Duties

• Perform cashiering tasks using the POS system (Infracts or equivalent) when required.
• Maintain accurate records of sales, guest feedback, staff attendance, and other important reports.
• Communicate regularly with top management through updates, reports, and meetings.
• Ensure full implementation and compliance with company policies, house rules, and SOPs.

Skills & Qualifications

• Minimum 3–5 years of experience in outlet management, preferably in the F&B or hospitality industry.
• Diploma or degree in Hospitality Management or a related discipline.
• Strong leadership, communication, and interpersonal skills.
• Excellent customer service and problem-solving abilities.
• Able to multitask, prioritize, and work efficiently in a fast-paced environment.
• Familiarity with POS systems and basic financial reporting.
• High attention to detail with strong cleanliness and presentation standards.

Additional Requirements

• Flexible to work on weekends, holidays, and evenings as required.
• Willing to take on additional duties and assist other departments when necessary.

Job Type: Full-time

Application Question(s):

• How many team members have you directly supervised in previous roles?
• Have you managed outlet inventory and placed supply requisitions regularly?
• Have you ever been responsible for planning or executing promotional campaigns or seasonal decorations in an outlet?
• Do you have at least 3 years of experience managing a food & beverage outlet or similar retail operation?
• How well would you describe your management skills ?

Work Location: In person

Expected Start Date: 11/20/2025