Own daily operations across all outlets under the brand — opening, service, and closing to standard on every shift
Run scheduled outlet visits and audits (service, cleanliness, hygiene, ambience, equipment) and close every finding with a dated corrective action and a named owner
Guarantee a consistent guest experience across outlets — same service flow, same product, same standard, regardless of location
Own guest complaint handling; resolve individual cases fast and drive recurring complaints to root cause
Monitor and improve guest ratings across Google, delivery platforms, and social channels
Protect menu availability — eliminate repeat stock-outs of best-selling items
Ensure peak-hour readiness: staffing, prep levels, table turn, and waiting time
Financial Performance
Accountable for brand-level sales, COGS, labour cost, and outlet profitability
Set and defend monthly sales targets per outlet; review daily performance against target and act within the week, not at month-end
Control food and beverage cost through portion control, yield checks, waste monitoring, and disciplined stock-taking
Approve outlet spending within authority limits and work with Finance on budgets, variance analysis, and monthly closing
Coordinate with Purchasing on ordering plans, supplier performance, minimum stock levels, and price movements affecting COGS
Oversee stock transfers between outlets and from Central Kitchen / Bakery, and ensure records reconcile on both sides
People & Team Development
Lead, coach, and evaluate Outlet Managers, Supervisors, and their teams
Own manpower planning, rostering, and labour productivity per outlet
Partner with HR on recruitment, onboarding, training, discipline, and performance reviews
Build a training and certification path so service and kitchen standards do not depend on any single individual