Operation Manager (F&b, Coffee Experience)

At the position of OPERATION MANAGER, you will be responsible for the whole daily operations of all outlet stores across multiple brands, which include but are not limited:

OPERATIONS:
- Coordinating, supervising and managing all day-to-day operation of stores to ensure that services are delivered to guests at highest standard;
- Analyzing guest preference trends to make changes/ improvements on particular areas across all brands;
- Handling guest complaints, analyzing and promptly responding to guest feedbacks;
- Working with staff as per guests’ feedbacks to ensure necessary improvement; assisting staff to understand guest needs; providing guidance, feedbacks when needed;
- Proposing and implementing promotion programs, special events;
- Inspecting supplies, equipment, and work areas to ensure efficient service and conformance to standards;
- Controlling costs by reviewing recipe of products, minimizing waste;
- Managing store’s financial performance;
- Acting as a good model of excellent customer service;
- The OM will be expected to spend a minimum of 30% of their time working alongside the team at the stores;
- Act as the main point of contact between operations and the other company departments;

STAFF MANAGEMENT:
- Supervising, managing staff working at each store;
- Planning manpower for outlets both in short and long term;
- Providing guidance, feedbacks, and individual coaching when needed;
- Ensuring that employees follow all store policies and procedures;
- Orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees regarding job performance;
- Understanding and being able to perform each staff’s roles to be back-up in case of absence;
- Understanding different roles of staff to set up training & development plan (coordinating with HR Team);
- Completing performance evaluations for employees according to the evaluation schedule;

SANITATION GOVERNANCE & COMPLIANCE:
- Setting up and maintaining service and sanitation standards complying with Brand standard and Vietnamese laws;
- Setting up & delivering safety, sanitation training to staff;
- Conducting quarterly safety site inspections;
- Conduct quarterly safety meetings;

PLANNING:
- Planning operation budget & finance;
- Planning inventory and ordering goods for daily operation;
- Planning human resources to have back-up when required;
- Weekly and monthly reporting to board of directors;

- Native speakers or fluent English is required.
- Degree in hospitality; additional qualification on business administration or other relating fields is preferred;
- 5+ years’ experience as Manager or higher in a Food and Beverage related field
- High level proficiency with Microsoft Office;
- Strong problem solving skill;
- Strong leadership, ability to train & coach others;
- Ability to work independently, and get tasks accomplished in timely manner;
- Good interpersonal communication skill;
- Organized and efficient;
- Result and customer service orientation;
- Budget planning and compliance orientation;
- Multi-task across multiple brands;
- Strategic planning and tactical implementation.

- 13th payment, Red envelope, Health check allowance, Team entertainment allowance
- Premium Healthcare plan
- Training opportunities

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