Cafe Manager (Outlet)

1. The main responsibility is to ensure outstanding customer service in terms of speed,
service, sequence, etiquette, food quality and exceed customers’ satisfaction consistently
2. Providing leadership and guidance to the team to ensure daily café’s operation are managed
effectively and customers’ satisfaction achieved consistently
3. Work with the team closely to ensure full compliance of the SOP
4. Work with the team closely to maintain QSC compliance. Thus, making sure all corrective
actions are completed within the set dateline. Consult the AM or SAM when assistance is
required
5. Take full responsibilities and paying serious attention to customer service by making sure
all customers are satisfied with our service.
6. Making sure all crew demonstrate friendliness, interest and care towards all customers
equally and consistently
7. To ensure all staff greet customers with smiles, perform suggestive & up selling at all time
and follow by complementary closing as per SOP
8. Attend and follow up to all customers’ request or order promptly
9. Making sure that all food and beverage orders are served on time as stated in the SOP
10. Responsible for table visitation to check on customers’ satisfaction in a very personalized
and professional manner consistently
11. Be responsible, handle / resolve customers’ complaint promptly and courteously without
being defensive
12. Responsible for making sure all complaints and feedback are reported to AM or SAM in
charge immediately for further action and log onto the log book provided for reference
13. You are required to provide a written explanation on customers’ complaint in detail of what
happen and action taken to resolve the problem.
14. Giving written feedback on operational issues arise and ensure that corrective actions are
completed by active communication and follow ups
15. Identify the critical training needs, inclusive of refresher course and work closely with the
outlet leaders and consult the training department for advice and support.
16. Be responsible and provide on job training and monitoring to all new and existing staff
consistently
17. Responsible to provide training for your outlet Leaders (SC & Supervisor)
18. Take responsibilities and monitor the performance of the staff, SC and Supervisor in your
team. Making sure they adhere to their job scope, standards and SOP
19. Responsible for checking the work schedule prepared by the outlet leader
20. Be responsible for staff welfare
21. Read, check and log the log book for any updates and follow up
22. Organizing and supervising (Briefing) to all staff prior to work on daily basis
23. Ensure all mise-en-place for all sections are ready prior to opening
24. Be responsible and making sure that no grouping and staff remain at their station or section
assigned at all time during peak period. (Refer to DOs & DONTs in the SOP)
25. Make sure all staff are well groomed base of SOP consistently
26. Consistently making sure all food and beverage quality are as per SOP
27. Strictly adhere and be compliance to the financial control procedures, daily check on cash
register, management, safety, accuracy of cash transactions and movement, handling over
procedure is practiced consistently, bank-in slip are submitted promptly, and the various
critical paperwork identified with managing the outlet effectively like; time sheet, leave
application, effective rostering meet the submission datelines.
28. Implementing promotional activities and tracking the results, giving feedback on
customers’ comments for improvement
29. Close supervision on effective inventory management to ensure the stock and stock level
have a check and balance, and work closely with the factory to follow up on order placed
to ensure timely deliveries
30. Work closely with SAM and the team to achieve sales target, cost and wastage reduction
guidelines, quality of food and service at zero tolerance on variance and pilferage
31. Effective management of the team to ensure an acceptable standards of staff discipline and
professionalism is achieved
32. Maintain a high standard of housekeeping in the outlet for QSC at all time
33. To monitor and minimize wastages, breakages, pilferage, food quality and variance
34. Making sure all administrative / paper work are completed on time and compliance to
company’s regulation and guidelines.
35. Responsible for all SOP, DOs & DONTs, Standards, and Policies are adhere consistently
36. Take responsibility on any duties as assigned by the management from time to time