Key Responsibilities:

Service & Guest Experience

• Supervised front-of-house and back-of-house teams to ensure consistent, high-quality customer service.
• Handled guest complaints promptly and professionally, striving for quick resolution and guest retention.
• Ensured a clean, comfortable, and inviting environment at all times.

Team Management

• Recruited, trained, scheduled, and evaluated service and kitchen staff.
• Provided ongoing coaching to enhance team performance, morale, and customer engagement.
• Fostered a positive work culture with a focus on accountability and collaboration.

Operational Oversight

• Coordinated daily operations including opening/closing procedures, food service flow, and staff coverage.
• Monitored kitchen output for quality, consistency, and timeliness.
• Ensured all equipment and facilities were well-maintained and fully operational.

Stock & Supplier Management

• Managed ordering and inventory of food, beverages, and consumables.
• Built relationships with suppliers and negotiated pricing where possible.
• Monitored stock rotation to reduce waste and control food costs.

Financial Performance

• Tracked sales, labor costs, and overheads to ensure profitability.
• Assisted with budget preparation, daily cash handling, and reconciliation.
• Analysed performance metrics to identify opportunities for improvement.

Compliance & Safety

• Enforced food hygiene, health & safety standards, and COVID-19 compliance protocols.
• Ensured that licensing, certifications, and inspection documentation were up to date.

Marketing & Promotion Support

• Supported local marketing campaigns, seasonal promotions, and event planning.
• Worked closely with the owner or marketing team to increase foot traffic and customer loyalty.

Key Skills and Competencies:

• Strong leadership and people management
• Excellent customer service and communication skills
• Organized, proactive, and able to multitask in a fast-paced environment
• Basic financial acumen with ability to manage budgets and control costs
• Knowledge of food safety, hygiene standards, and restaurant operations
• Familiarity with POS systems and inventory software (e.g., GAAP, Pilot, Lightspeed)

Qualifications and Experience:

• Diploma or certificate in Hospitality Management or a related field (preferred)
• Minimum 35 years of experience in restaurant/café management or supervisory role
• Barista or kitchen experience is advantageous
• Proven track record of improving service standards and team performance