Job description for Head Floor at PT. Kopi Kina Indonesia
Key Responsibilities:
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.
Qualifications:
- 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.
Only shortlisted candidate will be contact
