FOH Operations Leader & Guest Experience

nibs; Provinsi Bali; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

nibs is hiring a Floor Captain to oversee front-of-house operations in Bali. You will manage service flow, staff schedules, and guest relations while upholding standards across the dining area and cash handling processes.

You will train staff, monitor reviews, and drive upselling and daily sales, coordinating with kitchen and marketing teams to ensure smooth service and accurate reporting.

Qualifications

• Experience in front-of-house operations preferred.
• Strong team management and scheduling abilities.
• Excellent customer service and conflict resolution skills.
• Knowledge of POS, cash handling and upselling is a plus.

Responsibilities

• Oversee all front-of-house operations (service floor, cashier, bar).
• Ensure smooth service flow during opening, peak, and closing.
• Monitor table turnover, queue handling, and guest flow.
• Maintain cleanliness and presentation of dining area at all times.
• Create weekly staff schedule based on forecast & peak hours.
• Conduct daily briefing (menu updates, targets, issues).
• Train new staff on SOP, service standards, and product knowledge.
• Evaluate staff performance and give feedback regularly.
• Ensure consistent service standard (friendly, fast, efficient).
• Handle customer complaints professionally and calmly.
• Build relationship with regular guests.
• Monitor online reviews (Google, Grab, Gojek) and report insights.
• Drive sales through upselling (add-ons, drinks, specials).
• Ensure staff actively recommend menu items.
• Monitor daily sales performance vs target.
• Support marketing activation (promo, campaign, bundles).
• Ensure correct order input and billing accuracy.
• Handle daily cash closing & reporting.
• Monitor voids, discounts, and suspicious transactions.
• Coordinate with staff for product availability.
• Conduct stock count regularly.
• Ensure all FOH SOPs are followed consistently.
• Maintain hygiene & cleanliness standards.
• Coordinate with kitchen for smooth communication.
• Report daily issues, sales, and performance to owner/GM.
• Work closely with kitchen manager/CDP for service flow.
• Provide weekly report: Staff performance, Operational issues.
• Ensure proper opening setup (cleanliness, readiness, briefing).
• Responsible for outlet condition when manager on duty.
• How many years' experience do you have as a Floor Captain?

Job description

nibs is hiring a Floor Captain to oversee front-of-house operations in Bali. You will manage service flow, staff schedules, and guest relations while upholding standards across the dining area and cash handling processes.

You will train staff, monitor reviews, and drive upselling and daily sales, coordinating with kitchen and marketing teams to ensure smooth service and accurate reporting.