Outlet Manager

A. Outlet Operations Management

• Manage and supervise the overall daily operations of the outlet.
• Ensure smooth opening and closing of the outlet according to company SOPs.
• Oversee counter operations, order taking, billing, food preparation, packaging, and customer service.
• Ensure timely order processing and efficient service, especially during peak business hours.
• Coordinate between kitchen, counter, and service teams to maintain operational efficiency.
• Ensure all menu items are available, correctly displayed, and served according to brand standards.
• Monitor equipment functionality and ensure maintenance issues are reported and resolved promptly.
• Maintain operational readiness of the outlet throughout business hours.
• Ensure compliance with the operating guidelines and standards established by the company.

B. Team Management & Leadership

• Supervise, train, and manage all outlet employees, including shift supervisors, cashiers, kitchen staff, and service personnel.
• Prepare staff duty rosters and ensure adequate manpower deployment across shifts.
• Monitor employee attendance, punctuality, grooming, discipline, and overall performance.
• Conduct regular staff briefings to communicate daily targets, operational priorities, and service expectations.
• Train new and existing employees in customer service, food handling, billing systems, hygiene practices, and operational SOPs.
• Identify training requirements and support employee performance improvement.
• Handle staff-related operational issues and escalate serious matters to the Area Manager.
• Ensure teamwork, accountability, and professional conduct among employees.

C. Sales Performance & Customer Service

• Take responsibility for achieving daily, weekly, and monthly sales targets.
• Monitor outlet sales performance and implement strategies to improve revenue and customer satisfaction.
• Ensure excellent customer service and timely order fulfilment.
• Handle customer complaints professionally and ensure prompt resolution.
• Encourage effective upselling and suggestive selling to improve average bill value.
• Monitor billing accuracy, order processing time, and overall service efficiency.
• Identify opportunities to increase repeat customers and improve outlet performance.
• Maintain a professional and welcoming environment for all customers.
• Coordinate with the Area Manager regarding sales performance, customer feedback, and business improvement opportunities.

D. Food Quality & Kitchen Coordination

• Ensure all food products are prepared, portioned, packed, and served according to INDII's prescribed recipes and brand standards.
• Coordinate with kitchen staff to ensure consistent food taste, presentation, quality, and timely preparation.
• Monitor product freshness, quality, shelf life, and availability.
• Ensure compliance with approved portion sizes and standard preparation procedures.
• Supervise the handling of dine-in, takeaway, and delivery orders, wherever applicable.
• Ensure proper storage, handling, and rotation of raw materials and prepared food.
• Monitor kitchen productivity and resolve operational delays.
• Prevent the sale or service of food products that do not meet required quality and hygiene standards.

E. Inventory Management & Cost Control

• Manage daily inventory requirements and ensure adequate availability of raw materials, packaging materials, and operational supplies.
• Monitor daily stock consumption, stock transfers, wastage, and inventory levels.
• Conduct regular physical stock verification and coordinate inventory audits.
• Verify inward stock deliveries against purchase orders, invoices, and quality requirements.
• Ensure accurate recording of stock movement, damaged products, wastage, and staff consumption.
• Implement measures to minimise food wastage, pilferage, and unnecessary operational expenses.
• Maintain stock records and ensure timely replenishment through authorised procurement procedures.
• Monitor food costs, portion control, and inventory discrepancies.
• Coordinate with the Area Manager to identify opportunities for improving cost efficiency and profitability.

F. Hygiene, Food Safety & Compliance

• Ensure strict compliance with FSSAI food safety requirements, company hygiene standards, and operational SOPs.
• Maintain cleanliness and sanitation across the kitchen, service counter, storage areas, equipment, and customer areas.
• Ensure all employees follow appropriate personal hygiene, grooming, and uniform standards.
• Monitor food storage temperatures and ensure proper FIFO/FEFO inventory practices.
• Ensure safe food handling, preparation, and packaging procedures.
• Conduct daily hygiene checks and maintain all required cleaning and operational checklists.
• Ensure proper waste disposal and adherence to applicable food safety and workplace safety requirements.
• Report and coordinate the resolution of equipment breakdowns, maintenance issues, pest-control concerns, and safety hazards.
• Ensure the outlet remains prepared for internal inspections, food safety audits, and regulatory checks.
• Follow all applicable hospital-campus operational, hygiene, and safety guidelines, where required.

G. Cash Handling & Financial Control

• Oversee daily billing operations and ensure accurate recording of all sales transactions.
• Monitor cash, UPI, card, and other digital payment collections.
• Verify daily cash reconciliation, POS reports, and settlement records.
• Investigate and report cash shortages, billing discrepancies, and unauthorised transactions.
• Ensure correct application of discounts, promotional offers, and billing procedures.
• Monitor outlet operating expenses and maintain financial discipline.
• Ensure proper documentation of daily sales collections and cash handovers.
• Report financial irregularities immediately to the Area Manager.

H. Reporting & Coordination

• Prepare and submit daily sales reports, stock reports, wastage records, and operational updates.
• Monitor key performance indicators and report outlet performance to the Area Manager.
• Maintain accurate records of attendance, inventory, cash reconciliation, customer complaints, and hygiene checks.
• Conduct regular shift handovers and review pending operational issues.
• Coordinate with the Area Manager, procurement team, accounts department, and other support functions.
• Escalate major operational challenges, manpower shortages, customer complaints, and maintenance requirements promptly.
• Participate in periodic operational reviews and implement corrective actions as directed by management.
• Ensure all company checklists, registers, and operational reports are completed accurately and on time.
• 3. Required Skills & QualificationsMinimum 3–5 years of relevant experience in QSR, restaurant, café, or food and beverage outlet operations.
• Prior experience independently managing an outlet or supervising restaurant operations is preferred.
• Strong knowledge of QSR operations, customer service, food preparation processes, and operational SOPs.
• Experience in team management, staff scheduling, training, and performance monitoring.
• Working knowledge of POS billing systems, inventory management, stock audits, and daily sales reporting.
• Understanding of food cost control, wastage reduction, and operational profitability.
• Knowledge of FSSAI requirements, food hygiene, and safe food handling practices.
• Good communication, leadership, customer-handling, and problem-solving skills.
• Ability to manage high-volume operations and perform effectively during peak business hours.
• Basic computer proficiency, including MS Excel and operational reporting.
• Educational qualification: Graduate or Diploma holder in Hotel Management, Hospitality, Food & Beverage, or a related field preferred. Relevant industry experience may also be considered.
• Willingness to work in rotational shifts, including weekends and public holidays, as per the company roster.
• Must be willing to work at any company-operated outlet across Delhi NCR based on operational requirements.

4. Key Performance Indicators (KPIs)The Outlet Manager's performance will be evaluated on the following parameters:

• Achievement of daily, weekly, and monthly outlet sales targets.
• Outlet profitability and operational cost control.
• Customer satisfaction and timely resolution of complaints.
• Order processing speed and service efficiency.
• Food quality, consistency, presentation, and brand compliance.
• Inventory accuracy and reduction in stock discrepancies.
• Reduction in food wastage, pilferage, and unnecessary expenses.
• Staff attendance, discipline, grooming, training, and productivity.
• Billing accuracy, cash reconciliation, and financial reporting.
• Hygiene standards, food safety audit results, and FSSAI compliance.
• Timely submission of reports and adherence to company SOPs.
• 5. General ExpectationsTake complete ownership of the outlet's daily operations and overall performance.
• Maintain the service, food quality, and operational standards associated with INDII by Master Chef Sanjeev Kapoor.
• Demonstrate professionalism, integrity, accountability, and strong leadership.
• Lead by example and actively support the team during busy operating hours.
• Ensure a positive customer experience while maintaining operational efficiency.
• Protect company property, equipment, inventory, and confidential business information.
• Comply with company policies regarding attendance, leave, uniform, discipline, and workplace conduct.
• Perform additional operational responsibilities assigned by the Area Manager or company management.
• Remain flexible regarding working hours and operational requirements.
• Location Flexibility: Must be willing and flexible to work at, be transferred to, or be assigned to any company-operated outlet across Delhi NCR, including Delhi, Noida, Greater Noida, Ghaziabad, Gurugram, and Faridabad, as per business requirements and management directions.