Branch Manager

1. JOB PURPOSE

The Branch Manager – OPUS is responsible for the overall day-to-day management, operational excellence, sales performance, guest experience, team leadership, and profitability of the OPUS branch located at Premium location in Abu Dhabi.

The role is responsible for maintaining the premium OPUS brand standards while ensuring smooth coordination with Hotel management and operations. The Branch Manager will lead the team to achieve sales targets, deliver exceptional customer service, control costs and inventory, and maximize commercial opportunities within the location.

2. KEY RESPONSIBILITIESA. Branch Operations

• Manage the complete day-to-day operation of the OPUS branch.
• Ensure the branch opens and closes according to approved operating procedures and timings.
• Maintain high standards of cleanliness, presentation, grooming, merchandising, and service.
• Ensure all company policies, SOPs, health and safety requirements, and hotel operational requirements are followed.
• Conduct daily opening and closing checks.
• Monitor branch activities and resolve operational issues promptly.
• Coordinate with Hotel management regarding operational requirements, events, VIP visits, and special activities.
• Ensure the branch is always ready for VIP guests and high-profile events.

B. Sales & Revenue Management

• Achieve monthly and annual sales and revenue targets.
• Monitor daily sales performance and identify opportunities to increase revenue.
• Drive upselling, cross-selling, and premium product sales.
• Monitor Average Order Value (AOV) and customer conversion.
• Develop opportunities for corporate orders, gifting, events, weddings, Ramadan, festive occasions, and other activations.
• Review daily, weekly, and monthly sales reports.
• Take corrective action when sales performance is below target.
• Build strong relationships with repeat and high-value customers.

C. Customer Experience

• Deliver a luxury and personalized customer experience consistent with OPUS standards.
• Personally handle VIP and high-value customers when required.
• Monitor customer feedback and ensure complaints are resolved professionally and promptly.
• Ensure staff demonstrate excellent product knowledge and selling skills.
• Maintain a customer-focused culture within the branch.
• Develop and maintain relationships with regular customers and corporate clients.

D. Team Management

• Lead, supervise, and motivate all branch employees.
• Prepare staff schedules and ensure appropriate manpower coverage.
• Monitor attendance, punctuality, grooming, and discipline.
• Conduct daily briefings and regular performance discussions.
• Set individual and team KPIs.
• Identify training requirements and coordinate training with the relevant departments.
• Ensure employees have adequate product and brand knowledge.
• Conduct performance evaluations and recommend development plans.
• Address staff performance and disciplinary matters in coordination with HR.

E. Inventory & Stock Control

• Monitor daily stock levels and product availability.
• Ensure accurate receiving, storage, display, and issuing of products.
• Monitor fast-moving and slow-moving products.
• Minimize wastage, damages, expiry, and stock discrepancies.
• Conduct regular stock counts and support monthly stock audits.
• Ensure proper handling and storage of flowers, cakes, chocolates, gifts, packaging, and other products as applicable.
• Coordinate replenishment with the production, procurement, and warehouse teams.
• Report stock shortages and discrepancies immediately.

F. Visual Merchandising & Brand Standards

• Maintain OPUS luxury brand standards throughout the branch.
• Ensure all products are presented according to approved visual merchandising guidelines.
• Maintain attractive displays and seasonal/festive presentations.
• Ensure packaging, uniforms, signage, and customer-facing materials meet OPUS standards.
• Coordinate with the marketing team for campaigns, activations, and promotional activities.
• Protect the reputation and premium positioning of the OPUS brand.

G. Financial & Cost Control

• Monitor branch revenue, expenses, wastage, and profitability.
• Ensure all transactions are properly recorded through the POS system.
• Monitor cash handling and ensure compliance with company procedures.
• Review daily cash and sales reconciliation.
• Control operational expenses within approved budgets.
• Identify opportunities to reduce wastage and improve profitability.
• Report financial and operational variances to management.

H. Events & Hotel team Coordination

• Coordinate with hotel management for hotel/property events and activations.
• Support VIP visits, weddings, corporate events, festive activations, and internal hotel requirements.
• Identify opportunities to increase OPUS sales through hotel's guest, event, and corporate network.
• Ensure timely execution of special orders and event requirements.
• Maintain professional communication with hotel departments and management.

I. Reporting & Administration

• Prepare daily sales and operational reports.
• Submit weekly performance updates to management.
• Monitor branch KPIs and prepare action plans where required.
• Maintain accurate records for attendance, stock, sales, wastage, complaints, and operational incidents.
• Ensure all required documents and reports are completed on time.
• Escalate operational, financial, staffing, or customer-related issues to management.

3. DAILY / WEEKLY RESPONSIBILITIES

Daily

• Conduct opening operational checks.
• Conduct staff briefing and review daily sales targets.
• Monitor sales, customer service, and product availability.
• Check product quality and presentation.
• Monitor staff attendance and grooming.
• Review stock levels and replenishment requirements.
• Handle customer feedback and complaints.
• Coordinate with hotel operations when required.
• Review daily sales and cash reconciliation.

Weekly

• Review branch sales performance against targets.
• Review staff performance and manpower requirements.
• Review inventory movement and wastage.
• Monitor customer feedback.
• Review upselling and AOV performance.
• Submit weekly operational and sales reports.
• Identify business development opportunities.

4. KEY PERFORMANCE INDICATORS (KPIs)

• Achievement of monthly and annual sales targets.
• Revenue growth.
• Average Order Value (AOV).
• Gross profit and branch profitability.
• Customer satisfaction and complaint resolution.
• Customer retention and repeat business.
• Stock accuracy.
• Reduction in wastage and damages.
• Staff attendance and productivity.
• Staff turnover and training completion.
• Compliance with OPUS and hotel operational standards.
• Successful execution of events and activations.

5. QUALIFICATIONS & EXPERIENCE

• Bachelor's degree or diploma in Hospitality, Business Administration, Retail Management, or a related field preferred.
• Minimum 3–5 years of experience in branch management, retail, luxury hospitality, F&B, gifting, lifestyle, or a similar customer-facing business.
• Previous experience managing a premium/luxury brand is highly preferred.
• Experience in the UAE hospitality or retail industry is an advantage.
• Proven experience in achieving sales targets and managing teams.
• Strong knowledge of POS, inventory, sales reporting, and basic financial controls.

6. REQUIRED SKILLS & COMPETENCIES

• Strong leadership and people-management skills.
• Excellent customer service and communication skills.
• Strong sales and commercial awareness.
• Ability to work in a luxury hospitality environment.
• Strong organizational and problem-solving skills.
• Good knowledge of inventory and stock control.
• Ability to analyze sales and operational reports.
• Excellent English communication skills; Arabic is an advantage.
• Professional appearance and strong interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and brand standards.

7. WORKING RELATIONSHIPS

Internal:

• Brand Manager
• Operations Manager
• HR Department
• Finance Department
• Procurement & Warehouse
• Production Team
• Marketing Team
• Sales Team

External:

• Hotel Management and Departments
• Corporate Clients
• VIP Customers
• Event Partners
• Suppliers and Service Providers

8. AUTHORITY & ACCOUNTABILITY

The Branch Manager is accountable for the overall operational and commercial performance of the OPUS branch at premium hotel Abu Dhabi and is expected to take ownership of branch performance, customer experience, team productivity, inventory control, and compliance with company and hotel standards.

The Branch Manager must escalate significant financial, operational, employee, customer, safety, or reputational matters to the relevant management immediately.

9. GENERAL RESPONSIBILITIES

• Maintain confidentiality of company and customer information.
• Follow all company policies, procedures, and SOPs.
• Comply with UAE labour, health and safety, and applicable regulatory requirements.
• Maintain professional conduct at all times.
• Protect company assets, products, equipment, and brand reputation.
• Perform any other duties reasonably assigned by management in line with the position.

Pay: AED7,000.00 - AED15,000.00 per month

Work Location: In person