1.Multi-Café Operations Management
•Oversee the daily operations of all cafés under assigned territory.
•Conduct regular site visits to monitor cleanliness, service quality, food presentation, and brand compliance.
•Ensure each café follows company SOPs, QC standards, and health & safety regulations.
•Support café teams in resolving operational issues and equipment breakdowns.
•Oversee and support food truck operations within assigned area, if applicable.
2.Financial & Sales Performance
•Monitor and analyze sales, costs, and profitability of cafés under care.
•Work with Café Ambassadors to achieve sales targets, control food costs, and minimize wastage.
•Identify underperforming cafés and implement corrective action plans.
•Support marketing and promotional initiatives at café level.
•Consolidate and submit sales and performance reports of assigned cafés to the Operations Manager.
3.People Leadership & Development
•Supervise, coach, and support Café Ambassadors, Assistant Café Ambassadors, and Team Care.
•Ensure cafés have adequate staffing, proper scheduling, and motivated teams.
•Assist in recruitment, onboarding, and training of café staff.
•Conduct performance reviews and support succession planning within the area.
4.Customer Experience & Brand Representation
•Ensure consistent delivery of excellent customer service across all cafés.
•Handle escalated customer issues professionally and support café managers in service recovery.
•Reinforce O’Briens’ brand promise and corporate values within all cafés.
5.Compliance, Quality & Reporting
•Conduct regular operational audits to ensure compliance with QC, hygiene, and safety standards.
•Monitor accuracy of reports submitted by cafés (sales, inventory, HR-related, etc.).
•Follow up on audit findings and ensure timely corrective measures.
•Ensure each café adheres to HR, Accounts, Procurement, and QC processes.
•Oversee staff hostel management, ensuring proper upkeep, cleanliness, safety, and staff welfare.
6.Corporate Culture & Engagement
•Represent O’Briens’ corporate culture through professionalism and teamwork.
•Actively represent and participate in all company activities, events, and initiatives.
•Consistently deliver service aligned with O’Briens’ brand promise.
7.Cross-Departmental Collaboration
•Coordinate with HQ departments (HR, Accounts, Procurement, Marketing, QC) to support cafés in assigned area.
•Support the Operations Manager in implementing projects, campaigns, and system improvements.
8.Other Duties
•Perform ad-hoc assignments as directed by the Operations Manager or top management.
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