Outlet Manager

Job Summary

The Outlet Manager is fully accountable for the day-to-day commercial and operational performance of the high-footfall Koramangala store. This includes driving top-line sales, ensuring exceptional customer guest experience, managing inventory replenishment from the commissary, controlling shrink/spoilage, and leading front-of house (FOH) and back-of-house (BOH) store staff.

Key Responsibilities & Duties Sales & Commercial Operations

• Lead store-level sales initiatives, cross-selling, and up-selling strategies to meet or exceed daily, weekly, and monthly revenue targets.

• Oversee cash counter operations, POS billing accuracy, digital payment reconciliations, and daily petty cash management.

• Monitor walk-in traffic trends, peak-hour bottlenecks, and aggregator delivery partner handoffs (Swiggy, Zomato, direct orders) to maintain fast turnarounds.

• Gather on-the-ground customer feedback on product lines, pricing, and portioning to report back to central operations. Inventory Management & Indenting

• Raise accurate daily commissary replenishment indents based on sales velocity, upcoming holidays, local demand spikes, and shelf-life constraints.

• Inspect inward stock received from the commissary delivery van: verify quantities, crate seals, product condition, and receiving temperatures.

• Actively track product shelf life on display units; maintain strict FIFO/FEFO to minimize near-expiry markdowns or discard losses.

• Lead daily and weekly physical stock audits of merchandise, beverages, packaging, and raw consumables. Guest Experience & Service Standards.

• Ensure front-of-house staff maintain high grooming, warm customer engagement, and product knowledge (allergens, specialty cakes, savory menus).

• Resolve customer complaints, order discrepancies, or custom cake delivery issues promptly and professionally using service recovery frameworks.

• Ensure visual merchandising standards: clean display chillers, proper product tiering, legible price tags, and promotional tabletop collaterals. Facility, Hygiene & Statutory Standards

• Enforce store-level 5S cleanliness across dining areas, service counters, beverage stations, and guest restrooms.

• Oversee regular maintenance of chillers, display units, air conditioning, POS hardware, and water filtration systems.

• Ensure strict adherence to local municipal regulations, trade licenses, FSSAI display rules, and fire-safety equipment checks. Team Leadership & Staff Management

• Prepare weekly duty rosters, assign daily workstation duties, and manage shift handovers. • Onboard, train, and mentor customer service executives, baristas/counter staff, and utility crew.

• Foster a culture of accountability, punctuality, and low attrition within the store team. Key Performance Indicators (KPIs)

• Sales Budget Achievement: Achieving 100% of monthly revenue targets (Dine-in, Takeaway, Online delivery).

• Inventory Shrinkage & Spoilage: Keeping store-level expiry and damage write-offs below target threshold ( 1.5% of store sales).

• Customer Satisfaction & Service Recovery: Google Review rating 4.3; minimal escalation of unresolved complaints.

• Cash & Billing Variance: Zero unexplained discrepancy between physical cash/settlements and POS end-of-day register closing.

• Store Audit Scores: Achieving 90% on mystery audits, brand standards, and hygiene evaluations. Candidate Profile & Qualifications

• Education: Graduate in any discipline or Degree/Diploma in Hotel/Hospitality/Retail Management.

• Experience: 27 years in QSR, retail bakery chain, or casual dining restaurant operations, with at least 2 years in a direct Store Manager / Assistant Store Manager role in Bengaluru.

• Skills: Proficient with POS billing software (e.g., Petpooja, Posist, or similar ERPs), MS Excel for daily sales reporting, and delivery aggregator dashboards.

• Communication: Fluency in English and Kannada is highly preferred; Hindi is an added advantage.

• Attributes: High customer empathy, commercial sharpness, strong crisis handling capability during peak retail rush hours, and local market awareness of Koramangala consumer profiles.