Job Description
Position Overview
The Branch Manager is responsible for overseeing all aspects of café branch operations, ensuring excellence in Japanese hospitality standards, product quality, customer service, and team performance while achieving business targets.
Key Responsibilities
Operations Management
- Oversee daily branch operations ensuring smooth service delivery and customer satisfaction
- Maintain high standards of food quality, hygiene, and safety
- Implement and enforce all company policies and procedures
- Manage branch inventory and supplies efficiently
- Ensure equipment maintenance and facility upkeep
- Monitor and optimize operational costs
People Management
- Lead, train, and develop branch staff
- Create staff schedules and manage attendance
- Conduct performance evaluations
- Handle employee relations and conflicts
- Ensure proper uniform and grooming standards
- Maintain proper staffing levels
Customer Experience
- Ensure exceptional customer service delivery
- Handle customer complaints and feedback professionally
- Maintain high standards of cleanliness and ambiance
- Monitor and improve service speed and efficiency
- Implement marketing initiatives and promotions
Financial Management
- Achieve sales targets and revenue goals
- Monitor and control costs (labor, food, utilities)
- Manage cash handling procedures
- Review and analyze financial reports
- Implement cost-saving initiatives
Quality Control
- Ensure consistency in product preparation and presentation
- Maintain Japanese hospitality standards
- Conduct regular quality audits
- Monitor food safety and hygiene standards
- Ensure compliance with health regulations
Skills
Required Qualifications
- Bachelor's degree in Business Administration, Hospitality Management, or related field
- Minimum 5 years of experience in food & beverage operations
- 3+ years in a managerial role
- Strong understanding of F&B operations and cost control
- Excellent leadership and communication skills
- Proficient in English and Arabic
- Experience with POS systems and MS Office
Key Performance Indicators (KPIs)
Financial Performance
- Monthly sales targets achievement (100% minimum)
- Labor cost within budget (≤18% of revenue)
- Food cost within budget (≤25% of revenue)
- Utility costs within budget (≤5% of revenue)
- Inventory accuracy (98% minimum)
- Cash handling accuracy (100%)
Customer Satisfaction
- Customer satisfaction score (minimum 90%)
- Customer complaint resolution rate (95% within 24 hours)
- Mystery shopper scores (minimum 90%)
- Average service speed (maximum 15 minutes)
- Customer return rate (minimum 30%)
Operations Excellence
- Health inspection scores (minimum 95%)
- Internal audit scores (minimum 90%)
- Equipment downtime (maximum 2%)
- Food wastage (maximum 2%)
- Product quality scores (minimum 95%)
Team Management
- Staff turnover rate (maximum 20% annually)
- Training completion rate (100%)
- Staff attendance rate (98% minimum)
- Performance evaluation completion (100% on time)
- Staff satisfaction scores (minimum 85%)
Business Development
- Market share growth (5% annually)
- New customer acquisition (10% growth quarterly)
- Loyalty program enrollment (20% of customers)
- Promotional campaign effectiveness (15% sales lift)
- Social media engagement metrics (10% growth monthly)
Working Conditions
- Full-time position with flexible hours
- Weekend and holiday availability required
- Standing for extended periods
- Fast-paced environment
- Occasional travel for training or meetings
Benefits
- Competitive base salary
- Performance bonuses
- Health insurance
- Transportation allowance
- Annual leave as per labor law
- Training and development opportunities
