Job Description

Job Overview:

The FOH Senior Supervisor plays a key leadership role in ensuring smooth front-of-house operations and delivering outstanding customer service in a modern, high-volume cafe with a 450-seating capacity. This position requires shift work and close collaboration with the Floor Manager and Back-of-House (BOH) team to ensure seamless coordination between service and kitchen operations. The Senior Supervisor drives efficiency, consistency, and guest satisfaction while upholding the cafe's service standards, culture, and brand values.

/Key Responsibilities

A. Customer Service Excellence

Lead the service team to deliver warm, efficient, and attentive guest experiences. Proactively engage with guests to ensure satisfaction and manage service recovery when required. Monitor guest flow and seating arrangements to maintain comfort and efficient table turnover. Handle customer feedback and resolve issues professionally, escalating major concerns to management when necessary. Promote a customer-first culture across the FOH team through example, communication, and coaching.

B. Operations & Service Management

Oversee daily FOH operations to ensure smooth service flow and timely order delivery. Work closely with the Floor Manager to plan, coordinate, and supervise shift operations. Maintain effective communication with the BOH team to ensure accurate and timely food delivery. Ensure cafe cleanliness, organization, and service presentation meet brand standards. Manage opening and closing procedures, including cash handling and inventory checks.

C. Team Leadership & Training

Supervise and guide service crew, cashiers, and baristas during all shifts. Conduct daily briefings and regular training on service standards, menu updates, and customer interaction. Foster teamwork and cooperation between FOH and BOH to ensure operational harmony. Support manpower planning and ensure sufficient staffing during peak hours.

D. Compliance, Reporting & Coordination

Enforce adherence to all company SOPs, hygiene, and safety standards. Ensure compliance with QR ordering, POS, and cashless payment systems. Prepare daily reports, guest feedback summaries, and handover notes for management review. Collaborate with Floor Manager and BOH leadership on continuous service improvement initiatives.

Job Requirements

Diploma or Degree in Hospitality, F&B Management, or equivalent experience. Minimum 3-5 years in a supervisory or senior service role within a high-volume cafe, restaurant, or hotel. Excellent customer service and communication skills. Strong leadership, teamwork, and problem-solving abilities. Knowledge of POS systems and QR ordering preferred. Able to work shift hours, weekends, and public holidays. Physically fit to handle a fast-paced and demanding environment

Key Skills & Competencies

Customer-oriented mindset with excellent interpersonal skills. Hands-on leadership with a calm and professional presence on the floor. Ability to multitask, delegate, and maintain service quality under pressure. High attention to detail, discipline, and commitment to standards. Effective collaboration with both FOH and BOH teams.
Job Types: Full-time, Contract

Pay: RM2,000.00 - RM2,600.00 per month

Benefits:

Free parking Meal provided
Experience:

face paced cafe: 2 years (Required) handling staff: 2 years (Required)
Work Location: In person