Deskripsi pekerjaan
Posisi Head Floor / Floor Supervisor ini ditujukan untuk outlet baru dalam industri perhotelan, restoran, atau ritel yang beroperasi di lingkungan serbacepat. Peran ini bertanggung jawab penuh dalam memimpin tim skala besar yang terdiri dari 40+ staf, mengawasi operasional lantai harian, memberikan pelayanan pelanggan yang prima, serta memastikan seluruh standar perusahaan berjalan secara optimal untuk mencapai kepuasan tamu yang maksimal.
Tanggung jawab: 1. Staff & Operations Management; Oversee daily floor operations, including coordinating servers, cashiers, housekeeping, and hosts/greeters to ensure seamless service; Manage a team of 40+ staff, including hiring, scheduling, and conducting performance evaluations; Train, mentor, and motivate staff to deliver exceptional guest experiences aligned with company standards; Resolve conflicts among team members and implement strategies to improve teamwork and productivity; 2. Customer Service Excellence; Handle escalated customer complaints and complex service issues with professionalism and diplomacy; Ensure a welcoming atmosphere by supervising hosts/greeters and maintaining high standards of guest interaction (e.g., table visits, personalized service); Monitor guest satisfaction and implement improvements based on feedback; 3. Administrative & Reporting Duties; Process and analyze operational data using Google Sheets/Excel (e.g., staff schedules, sales reports, inventory tracking); Prepare daily/weekly reports on floor performance, staffing efficiency, and incident resolution; Manage reservations and optimize table turnover to maximize revenue during peak hours; 4. Compliance & Standards; Ensure compliance with health, safety, and hygiene protocols across all floor operations; Conduct regular inspections of the dining area, restrooms, and housekeeping zones to maintain cleanliness and order; Uphold company policies, including dress code, service etiquette, and cash-handling procedures; 5. Process Improvement; Identify bottlenecks in floor operations and implement solutions to enhance efficiency; Collaborate with the kitchen and management teams to streamline communication and service flow; Develop and update training materials for new and existing staff.
Kualifikasi: Minimum 2-3 years of experience in a supervisory role within hospitality, restaurants, or retail; Proven ability to lead large teams (40+ staff) in fast-paced environments; Strong background in customer service, reservations, and floor supervision; Excellent communication skills, with fluency in direct guest interaction (e.g., resolving complaints, VIP service); Proficiency in Google Sheets/Excel for data management and reporting; Ability to multitask under pressure (e.g., handling peak hours, staffing shortages, emergencies); Exceptional problem-solving, conflict resolution, and time-management skills; Willingness to work flexible hours, including weekends, holidays, and extended shifts as needed.
Tanggung jawab
- 1. Staff & Operations Management
- Oversee daily floor operations, including coordinating servers, cashiers, housekeeping, and hosts/greeters to ensure seamless service
- Manage a team of 40+ staff, including hiring, scheduling, and conducting performance evaluations
- Train, mentor, and motivate staff to deliver exceptional guest experiences aligned with company standards
- Resolve conflicts among team members and implement strategies to improve teamwork and productivity
- 2. Customer Service Excellence
- Handle escalated customer complaints and complex service issues with professionalism and diplomacy
- Ensure a welcoming atmosphere by supervising hosts/greeters and maintaining high standards of guest interaction (e.g., table visits, personalized service)
- Monitor guest satisfaction and implement improvements based on feedback
- 3. Administrative & Reporting Duties
- Process and analyze operational data using Google Sheets/Excel (e.g., staff schedules, sales reports, inventory tracking)
- Prepare daily/weekly reports on floor performance, staffing efficiency, and incident resolution
- Manage reservations and optimize table turnover to maximize revenue during peak hours
- 4. Compliance & Standards
- Ensure compliance with health, safety, and hygiene protocols across all floor operations
- Conduct regular inspections of the dining area, restrooms, and housekeeping zones to maintain cleanliness and order
- Uphold company policies, including dress code, service etiquette, and cash-handling procedures
- 5. Process Improvement
- Identify bottlenecks in floor operations and implement solutions to enhance efficiency
- Collaborate with the kitchen and management teams to streamline communication and service flow
- Develop and update training materials for new and existing staff
Kualifikasi
- Minimum 2-3 years of experience in a supervisory role within hospitality, restaurants, or retail
- Proven ability to lead large teams (40+ staff) in fast-paced environments
- Strong background in customer service, reservations, and floor supervision
- Excellent communication skills, with fluency in direct guest interaction (e.g., resolving complaints, VIP service)
- Proficiency in Google Sheets/Excel for data management and reporting
- Ability to multitask under pressure (e.g., handling peak hours, staffing shortages, emergencies)
- Exceptional problem-solving, conflict resolution, and time-management skills
- Willingness to work flexible hours, including weekends, holidays, and extended shifts as needed
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi