Deskripsi pekerjaan Venue Supervisor Lolas Cantina Mexicana
Job Summary
The Venue Supervisor is responsible for supporting the daily operation of the venue, ensuring smooth service, strong team performance, and an excellent guest experience. This role supervises the floor team, supports training and development, monitors service and operational standards, handles guest concerns, and assists the Venue Manager in maintaining operational, financial, and quality standards.
Key Responsibilities
Team & People Management
- Supervise and support the venue team, including floor staff, runners, and other operational team members.
- Assist the Venue Manager in preparing staff schedules, allocating duties, and managing daily floor operations.
- Train and coach team members on Lola’s Sequence of Service (SOS), SOPs, product knowledge, and service standards.
- Monitor staff performance and provide regular feedback and guidance.
- Ensure staff follow Lola’s Handbook, rules, regulations, and brand standards.
- Support the onboarding and training of new team members.
- Coordinate with housekeeping and other departments to maintain the overall condition of the venue.
Guest Experience & Service
- Welcome and engage with guests throughout the service to ensure a positive dining experience.
- Monitor service flow and ensure Lola’s Sequence of Service is consistently followed.
- Handle guest feedback, requests, and complaints professionally and promptly.
- Interact with guests through the venue phone and WhatsApp, including general inquiries, reservations, events, and functions.
- Ensure event and function inquiries are communicated promptly to the Executive Chef and Manager on Duty.
- Handle group reservation inquiries in accordance with the Group Reservation SOP.
- Monitor guest satisfaction and identify opportunities to improve the overall guest experience.
Daily Operations
- Oversee daily venue operations and ensure smooth coordination between the floor, kitchen, runners, and other relevant departments.
- Monitor reservations, seating arrangements, and waitlists to maintain an efficient dining flow.
- Ensure the venue is clean, organized, and maintained to Lola’s standards.
- Monitor daily operational issues and communicate them to the Manager on Duty or Venue Manager.
- Maintain awareness of scheduled events and ensure the team is prepared according to the event brief.
- Oversee guest flow and service during events and functions.
- Monitor the availability and condition of operational supplies and coordinate replenishment when required.
- Ensure all operational activities comply with health, safety, hygiene, and company standards.
Product & Quality Control
- Maintain strong knowledge of all Lola’s food and beverage offerings, including daily and weekly specials.
- Ensure food and beverage presentation and service meet Lola’s quality standards.
- Work closely with the kitchen team to address food quality, presentation, timing, or guest-related concerns.
- Conduct regular checks of the dining area and service points to ensure cleanliness, hygiene, and presentation standards are maintained.
- Identify operational or quality issues and take appropriate action or escalate them to the relevant Manager.
Resdairy & Staff Administration
- Monitor and manage the Resdairy system on a daily basis.
- Ensure staff properly use Resdairy for attendance, schedules, timesheets, breaks, and other relevant functions.
- Train team members on the correct use of the system.
- Monitor attendance and scheduling information and communicate discrepancies to the relevant Manager.
- Ensure reservation information and guest requests are accurately updated and communicated to the team.
Cash & Financial Control
- Assist with cash handling and ensure payment procedures are followed correctly.
- Monitor tills and support accurate daily cash reconciliation.
- Assist the Venue Manager in monitoring operational costs and minimizing unnecessary expenses.
- Support daily financial and operational reporting as required.
- Assist with initiatives and promotions designed to support venue revenue and business performance.
Requirements
- Previous experience in a supervisory or senior floor/service role, preferably within a restaurant or hospitality environment.
- Strong understanding of restaurant operations and guest service.
- Good knowledge of food and beverage products and service standards.
- Able to understand and consistently apply SOPs, Sequence of Service, company policies, and brand standards.
- Familiar with reservation systems; experience with Resdairy is an advantage.
- Good numerical skills for handling payments, waitlists, and basic operational calculations.
- Willing to work flexible hours, including evenings, weekends, and public holidays.
