Operations Manager

Summary of Position

Operations Manager is fully responsible for, and takes charge of restaurants’ day-to-day operations. You lead and manage a team of restaurant crew which comprises of Store Managers, Kitchen Managers, Store Supervisors, Service and Kitchen Crews. You need to be detail specific, customer service oriented, and able to work with limited supervision. You are also expected to drive positive continuous development in the outlets.

Operations Manager is required to possess a thorough knowledge of Company’s Standard Operation Procedures [SOPs] in order to effectively manage, maintain and to standardize the operations procedures as expected by the Management.

You are expected to be knowledgeable, fully aware and comprehend to all Company’s policies. You are expected to react to customers’ complaints and or inquiries promptly. You are also expected to manage prompt, fair and consistent corrective action for any and all violations of company’s policies, rules and procedures.

Major and Specific Job Duties and Responsibility


  • Work with HR Director to set goals, objectives and to develop a Key Performance Indexes [KPIs] to strive for a better management of Quality.
  • Work with Management on all new stores opening, managing promotional and marketing campaign, outdoor events and or any other duties assigned.
  • Develop and implement an effective feedback, control and monitoring system to ensure outlets comply strictly with Company policies and procedures.
  • Control all associated operational costs and ensure defensible reasons are given for budget variances.
  • Review and implement good practices for store ordering to reduce inventory holding cost.
  • Conduct regular inspection on stores’ and correct any deviations from established standards.


  • To ensure all newly joined employee to receive a proper induction training.
  • To identify in-store training needs and to conduct a regular on the job training through personal coaching and close guidance that strictly adhere to all Company’s Standard Operation Procedures [SOPs].
  • To ensure overall that staff (front and back) provide superior customer service and food quality.


  • To be customer service oriented and able to react promptly to any customers’ complaints and or inquiries.
  • To be alert and stepping in to resolve customer complaints if not properly handled by service crew.
  • To maintain proactive, dynamic and effective communication skill with all levels of customers, staff and Management team.
  • To stay visible and directly interface with customers to obtain feedback on quality of products, service levels and overall satisfaction and share this feedback to management for correction if required.


  • To observe on standards of quality control, hygiene, health and safety at store level and make specific remedy for immediate improvements.
  • Strictly adhere to Company’s policies, rules and regulations.


  • Ensure outlets have the “right” level of stock levels to ensure smooth operation process.
  • To maintain and monitor the overall tidiness of all restaurant outlets.


  • To prepare and submit all required paper works in organized and timely manner. Paper works are categorized such as training progress report, Management meeting presentation slides, duty roster, sales forecast, and or any assigned paper work from Management.
  • To generate and compile monthly reports to allow better monitoring of departmental budget such as wastage report, overhead report, promotion campaign report and any other assigned paper work from Management.


  • To assist with Company’s employment for restaurant crew including interviewing, evaluating and disciplining staff as appropriate and whenever it is necessary.
  • To implement strategies to increase motivation and staff morale, including job enrichment, job enlargement and job rotation.
  • To set an evaluation schedule and ensure all staff receive timely and meaningful performance evaluation.
  • To work closely with Human Resource Department regarding to all employment and staff issues.


  • To promote and maintain awareness of workplace safety among all staff with accordance to Company Standard Operation Procedures [SOPs] with best practice.
  • To assist in any area of the restaurant when circumstances dictates.


You have to implement your any other duties as assigned by Management.

  • Bachelor's Degree, Post Graduate Diploma, Professional Degree, or equivalent.
  • Strong leadership ability.
  • Excellent communication skills (upstream and downstream) in multiple languages (English, Bahasa and Chinese)
  • Strong organization and time management skills.
  • Highly developed problem-solving skills.
  • Ability to grasp issues and concepts quickly.
  • At least 5 year(s) of working experience in the related field is required for this position.

  Spoken Language:  Malay, English, Mandarin

  Written Language:  Malay, English, Mandarin