Job Summary

The Outlet Manager is responsible for the overall management and profitability of the outlet, ensuring exceptional guest experiences, operational excellence, food and beverage quality, staff development, team performance, and achievement of sales targets. The role oversees daily outlet operations while maintaining Huckleberry's brand standards and service culture.

Outlet: BSC Mall, Menara 118

Key Responsibilities

• Operations Management
• Oversee the daily operations of the outlet, ensuring smooth and efficient service.
• Ensure compliance with company SOPs, hygiene, food safety, and operational standards.
• Monitor outlet cleanliness, maintenance, and presentation.
• Coordinate effectively between the kitchen, bakery, barista, and service teams.
• Ensure all opening, closing, and cash handling procedures are followed.

Customer Experience

• Deliver exceptional customer service and maintain high guest satisfaction.
• Handle customer feedback, complaints, and service recovery professionally.
• Build strong customer relationships and encourage repeat business.
• Monitor online reviews and implement improvement plans where necessary.

Team Leadership

• Recruit, train, coach, and develop outlet staff.
• Conduct regular team briefings and performance evaluations.
• Manage staff scheduling, attendance, and manpower planning.
• Foster a positive, productive, and professional work environment.
• Ensure all staff adhere to company grooming and service standards.

Financial & Cost Control

• Achieve monthly sales and profitability targets.
• Monitor food cost, beverage cost, labour cost, and operating expenses.
• Control wastage and optimize inventory management.
• Review daily sales reports and implement strategies to improve performance.
• Manage stock ordering and inventory accuracy.

Sales & Business Development

• Drive outlet sales through promotions, upselling, and guest engagement.
• Execute marketing campaigns and seasonal promotions.
• Identify opportunities to improve revenue and guest traffic.
• Work closely with the marketing team on outlet activations and events.

Compliance & Safety

• Ensure compliance with all food safety, health, and safety regulations.
• Conduct regular outlet inspections and audits.
• Ensure all staff are trained in hygiene and safety procedures.
• Maintain documentation required for audits and inspections.

Requirements

• Diploma or Degree in Hospitality, Business Management, or related field.
• Minimum 5-10 years of experience in restaurant, café, or F&B management.
• Strong leadership and team management skills.
• Good understanding of P&L, budgeting, and cost control.
• Excellent communication and problem-solving abilities.
• Ability to work on weekends, public holidays, and rotating shifts.
• Proficient in POS systems and Microsoft Office.

Key Performance Indicators (KPI)

• Sales Revenue Achievement
• Outlet Profitability
• Labour Cost Control
• Food & Beverage Cost Control
• Customer Satisfaction Scores
• Staff Retention & Development
• Audit & Hygiene Compliance
• Inventory Accuracy
• Mystery Shopper Results
• Customer Complaint Resolution

Benefits

• EPF, SOCSO & EIS
• Annual Leave & Medical Leave
• Medical Benefits
• Performance Bonus (subject to company performance)
• Career Growth & Development Opportunities
• Staff Purchase Discount
• Travel Allowance (where applicable)