STORE MANAGER

KEY RESPONSIBILITIES

1. STORE OPERATIONS

• Oversee the overall daily operations of the assigned FantasyWorld branch.
• Ensure that the store is properly opened and closed according to company procedures.
• Conduct regular inspections of all operational areas before, during, and after business hours.
• Ensure that all areas, equipment, facilities, and customer zones are clean, safe, organized, and operational.
• Ensure that employees follow established Standard Operating Procedures (SOPs).
• Monitor the proper execution of opening, operating, and closing procedures.
• Ensure that all operational concerns are immediately identified, addressed, and properly reported.
• Coordinate with the Operations / Area Manager regarding major operational concerns.
• Ensure that the branch is prepared for peak hours, weekends, holidays, promotions, and special events.

---

2. MANPOWER MANAGEMENT

• Supervise, lead, and manage all employees assigned to the branch.
• Prepare and monitor employee schedules based on operational requirements and approved manpower allocation.
• Ensure adequate manpower coverage during operating hours.
• Monitor employee attendance, punctuality, breaks, overtime, early-outs, and absences.
• Ensure that employees report to their assigned posts on time and remain at their designated areas unless properly authorized.
• Assign daily duties and responsibilities based on operational requirements.
• Monitor employee performance and provide coaching and corrective guidance when necessary.
• Conduct regular team briefings and communicate company announcements, policies, and operational updates.
• Identify manpower shortages and coordinate with HR / Recruitment for replacement or additional manpower requirements.
• Assist in employee onboarding, training, evaluation, and performance monitoring.
• Ensure proper grooming, uniform, behavior, and professional conduct of all employees.

---

3. CUSTOMER SERVICE

• Ensure that every customer receives safe, professional, friendly, and efficient service.
• Monitor customer satisfaction and immediately address customer concerns or complaints.
• Handle escalated customer complaints professionally and appropriately.
• Ensure that employees maintain proper customer service standards.
• Monitor customer flow and identify operational adjustments needed during peak periods.
• Ensure that customer inquiries are properly answered and concerns are documented when necessary.
• Maintain a positive and welcoming environment for children, families, and other guests.

---

4. SALES AND BUSINESS PERFORMANCE

• Monitor daily, weekly, and monthly sales performance of the branch.
• Review sales reports and identify opportunities for improvement.
• Ensure that employees properly promote available products, services, activities, packages, and promotions.
• Monitor branch performance against assigned sales targets and operational KPIs.
• Develop and implement appropriate action plans when sales performance is below expectations.
• Monitor customer traffic and identify opportunities to improve revenue.
• Coordinate with management regarding promotional activities and special events.
• Ensure that all approved promotions and marketing campaigns are properly implemented at the branch.

---

5. CASHIERING AND CASH MANAGEMENT

• Ensure proper implementation of cash handling and cashiering procedures.
• Monitor cashier transactions and ensure that all sales are properly recorded in the POS system.
• Ensure that cashiers properly account for cash, sales, refunds, discounts, voids, and other transactions.
• Conduct or supervise cash counts and reconciliation according to company procedures.
• Monitor cash overages and shortages and ensure that discrepancies are immediately reported and investigated.
• Ensure that no unauthorized use of company cash, funds, discounts, or cashier accounts occurs.
• Safeguard company cash, documents, equipment, and other assets.
• Ensure proper endorsement of cash and financial documents during shift changes and closing procedures.

---

6. INVENTORY AND ASSET MANAGEMENT

• Monitor inventory levels and ensure proper handling and storage of products and supplies.
• Conduct regular inventory checks and coordinate scheduled physical inventory counts.
• Monitor stock movement, usage, wastage, damaged items, and discrepancies.
• Ensure proper receiving, recording, storage, and issuance of supplies.
• Prevent unnecessary wastage, loss, damage, or misuse of company property.
• Report inventory discrepancies and damaged or missing assets immediately.
• Ensure that company equipment and facilities are properly maintained and used only for authorized purposes.

---

7. SAFETY AND SECURITY

• Ensure the safety of customers, employees, and company property at all times.
• Strictly implement all safety rules and operational procedures.
• Ensure that employees assigned to attractions or activity areas properly monitor customers and follow safety protocols.
• Conduct regular safety inspections of play areas, equipment, facilities, and customer zones.
• Immediately report unsafe conditions, equipment damage, accidents, injuries, or other safety concerns.
• Ensure proper documentation and reporting of accidents and incidents.
• Coordinate with management, security, maintenance, or emergency personnel when necessary.
• Ensure emergency procedures are properly communicated and followed.

---

8. CLEANLINESS AND STORE STANDARDS

• Maintain high standards of cleanliness, sanitation, organization, and presentation throughout the branch.
• Ensure that customer areas, activity areas, cashier areas, storage areas, restrooms, and other facilities are properly maintained.
• Conduct regular cleanliness inspections throughout the operating day.
• Ensure employees follow assigned cleaning schedules and responsibilities.
• Immediately address sanitation, maintenance, or facility concerns.
• Coordinate with Maintenance / Facilities teams regarding repairs and preventive maintenance.

---

9. INCIDENT AND REPORTING MANAGEMENT

• Ensure all incidents, accidents, customer complaints, operational issues, cash discrepancies, and employee violations are properly documented.
• Prepare accurate and timely incident reports when required.
• Review CCTV footage, POS reports, attendance records, or other available documentation when necessary to establish facts regarding an incident.
• Escalate serious incidents to the Area Manager / Operations Manager immediately.
• Maintain confidentiality when handling employee, customer, financial, and operational information.
• Ensure proper endorsement of unresolved issues to the next shift or responsible department.

---

10. EMPLOYEE PERFORMANCE AND DISCIPLINE

• Monitor employee performance and compliance with company policies.
• Provide coaching and counseling for performance or behavioral concerns.
• Document recurring performance issues and coordinate with HR when necessary.
• Recommend appropriate corrective action based on company policy and established procedures.
• Ensure that disciplinary matters are handled fairly, professionally, consistently, and with proper documentation.
• Coordinate with HR regarding attendance issues, policy violations, performance concerns, and employee relations matters.
• Encourage teamwork, accountability, professionalism, and a positive workplace culture.

---

11. TRAINING AND DEVELOPMENT

• Conduct or assist in training employees on company SOPs, customer service, safety, cashiering, cleanliness, and operational procedures.
• Ensure newly hired employees receive proper orientation and on-the-job training.
• Identify employee training needs and recommend appropriate development activities.
• Monitor employees' understanding and application of company procedures.
• Develop employees to become more effective and responsible team members.

---

12. ADMINISTRATIVE RESPONSIBILITIES

• Complete and submit required daily, weekly, and monthly reports accurately and on time.
• Maintain proper branch records and documentation.
• Review operational reports and communicate significant findings to management.
• Ensure proper filing and safekeeping of branch documents.
• Attend management meetings, training sessions, and operational briefings as required.
• Ensure company announcements and policies are properly communicated and implemented.

---

REQUIRED QUALIFICATIONS

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or a related field is preferred.
• At least 2–3 years of supervisory or management experience, preferably in retail, food service, entertainment, recreation, hospitality, or similar customer-facing operations.
• Experience managing a team and handling daily branch operations.
• Experience with sales monitoring, cash handling, inventory, and customer service.
• Strong leadership and decision-making skills.
• Good communication and interpersonal skills.
• Ability to manage multiple operational concerns simultaneously.
• Strong organizational and problem-solving skills.
• Computer literate and preferably knowledgeable in POS systems and basic MS Office applications.
• Willing to work on weekends, holidays, shifting schedules, and extended hours when operationally required.
• Must be customer-oriented, responsible, dependable, and professional.