General Manager

Operations & Guest Experience

• 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
• Drive retention, reduce avoidable turnover, and prepare successors for key positions

Product Quality, Safety & Compliance

• Enforce recipe standards, portioning, and plating together with R&D and the Area Chef
• Ensure food safety and hygiene standards are met — storage, temperature control, FIFO, cleaning schedules
• Maintain outlet compliance: licences and permits, occupational safety, and equipment maintenance
• Lead new outlet openings, menu launches, and renovation projects for the brand

Systems, Reporting & Coordination

• Implement and maintain SOPs and checklists — and make sure they are actually used, not just filed
• Deliver a weekly report to management covering sales, cost, KPI results, open issues, decisions required, and action items with owners and deadlines
• Work with Marketing on promotions, in-outlet campaign execution, and delivery-platform performance
• Use POS and operational data to identify problems early, before they show up in the monthly numbers