Outlet Manager

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia PAUL Bakery Malaysia Full time 40,000 - 60,000 per year
Job Purpose

The Outlet Manager oversees day-to-day front-of-house operations, ensuring exceptional customer service, team efficiency, and seamless coordination between service and kitchen teams. This role supports the Restaurant Manager in leading floor staff, maintaining operational standards, and enhancing the guest experience in line with PAUL's brand values.

Key Responsibilities

Guest Experience & Service Excellence

  • Ensure outstanding guest service by maintaining warm, professional, and attentive interactions on the café floor.
  • Handle customer inquiries, special requests, and complaints with empathy and professionalism.
  • Monitor service standards including table turnover, cleanliness, and ambiance.

Team Leadership & Supervision

  • Lead, coach, and motivate service staff (captains, servers, baristas, hostesses) to meet performance and service expectations.
  • Assist in preparing duty rosters, staff scheduling, and shift planning to ensure full coverage.
  • Conduct pre-shift briefings and on-the-job training for new and existing team members.

Operational Efficiency

  • Coordinate closely with kitchen and bar teams to ensure timely order delivery and smooth service flow.
  • Monitor and ensure adherence to Standard Operating Procedures (SOPs) for order taking, billing, upselling, and guest feedback.
  • Manage reservations, guest seating, and floor planning during peak periods.

Administrative & Reporting Duties

  • Assist in daily sales tracking, floor staff performance reports, and inventory checks (cutlery, menus, POS materials).
  • Support the Restaurant Manager in implementing promotional activities and service improvements.
  • Ensure compliance with hygiene, safety, and health protocols as per local regulations and brand standards.
Requirements

Qualifications & Experience

  • Minimum Diploma in Hospitality / Business / F&B Management or relevant field.
  • 3–5 years of F&B service experience, with at least 1–2 years in a supervisory or assistant manager role.
  • Strong leadership, people management, and customer service skills.
  • Familiarity with café-style service and POS systems (e.g., iPad ordering, tablet billing).

Key Competencies

  • Passion for hospitality and guest satisfaction.
  • Calm, solution-focused mindset under pressure.
  • Attention to detail, with strong organisational and communication skills.
  • Fluent in English and Bahasa Malaysia (French is an added advantage).
Working Conditions
  • Shift-based work including weekends and public holidays.
  • Fast-paced café environment with standing and floor movement.
  • Requires multitasking and team coordination across service hours.

Location: Intermark Mall, Kuala Lumpur

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