OUTLET MANAGER

ROLE DESCRIPTION

• Independently complete opening/closing and service-readiness checklists, coordinate appointments and staff deployment, maintain accurate client and operational records, follow hygiene and safety requirements, and identify or escalate SOP deviations appropriately.

• Able to allocate duties and treatment rooms, monitor daily workflow, demonstrate approved procedures, observe staff practice, provide constructive feedback and record follow-up coaching needs, seeking management support when required.

• Respond to routine enquiries professionally, documents customer feedback accurately, resolves appropriate service issues in line with company policy and escalates sensitive or unresolved cases promptly.

• Maintain a daily or weekly KPI tracker, reviews booking and sales trends, follows up on enquiries appropriately, identifies gaps against targets and recommends practical actions to improve conversion and retention.

• Conduct routine stock counts, reconciles inventory records, monitors product usage and expiry where applicable, prepares replenishment requests on time and flags unusual variances or wastage.

• Prepare a basic monthly outlet report covering sales, bookings, enquiries, retention and operational issues; supports and tracks approved campaigns; identifies operational trends; and presents at least one practical improvement recommendation based on observed results.

RESPONSIBILITIES & COMPETENCIES

• To develop competency in daily outlet operations and the implementation of company SOPs, including opening and closing checks, service-room and equipment readiness, appointment flow, staff scheduling, hygiene, safety, client documentation and handover procedures.
  
• To coordinate and supervise beauty therapists, maintain service standards and smooth workflow, and develop on-the-job training skills in customer service, SOP compliance and approved treatment/service standards.
  
• To strengthen customer communication and service recovery skills, including handling enquiries, feedback, complaints, service issues and matters requiring escalation while maintaining a professional and positive customer experience.
  
• To monitor outlet sales, treatment bookings, customer enquiries, conversion, repeat visits and other key performance indicators, and apply appropriate initiatives to improve revenue and customer retention.
  
• To manage stock levels, product usage, inventory records, replenishment and ordering processes, while monitoring wastage and preventing stock shortages.
  
• To prepare outlet performance reports and work with management on promotional campaigns, customer-engagement and outlet sales activities, and continuous-improvement projects that support productivity, service consistency and profitability.

DURATION OF ATTACHMENT

• 6 months