Guest Experience & Operations Lead (Flexible Hours)

PT. CANTINA MEXICANA BALI; Provinsi Bali; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Lola's is seeking a Venue Supervisor to support daily venue operations, ensuring smooth service and a positive guest experience. You will supervise the floor team, assist in scheduling, and coach staff on Lola's SOS, SOPs, and product knowledge.

Work closely with the Venue Manager to maintain high standards, monitor service flow, handle guest feedback, and ensure compliance with health, safety, and brand guidelines across events and daily operations.

Qualifications

• Previous experience in a supervisory or senior floor/service role.
• Strong understanding of restaurant operations and guest service.
• Familiar with SOPs, Sequence of Service, and brand standards.
• Reservation systems knowledge; experience with Resdairy is an advantage.
• Willing to work flexible hours including evenings, weekends, and public holidays.

Responsibilities

• Supervise venue team, including floor staff, runners, and other operational team members.
• Assist 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 onboarding and training of new team members.
• Coordinate with housekeeping and other departments to maintain the overall condition of the venue.
• Welcome and engage with guests to ensure a positive dining experience.
• Monitor service flow and ensure Lola's SOS is consistently followed.
• Handle guest feedback, requests, and complaints professionally and promptly.
• Interact with guests through the venue phone and WhatsApp for 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 per Group Reservation SOP.
• Monitor guest satisfaction and identify opportunities to improve the guest experience.
• Oversee daily venue operations and ensure smooth coordination between floor, kitchen, runners, and other departments.
• Monitor reservations, seating arrangements, and waitlists to maintain efficient dining flow.
• Ensure venue is clean, organized, and maintained to Lola's standards.
• Monitor daily operational issues and communicate to Manager on Duty or Venue Manager.
• Maintain awareness of scheduled events and ensure team is prepared according to event brief.
• Oversee guest flow and service during events and functions.
• Monitor availability and condition of operational supplies and coordinate replenishment.
• Ensure all operational activities comply with health, safety, hygiene, and company standards.
• Maintain knowledge of Lola's food and beverage offerings and ensure quality service.
• Work closely with kitchen team to address food quality, presentation, timing, or guest-related concerns.
• Conduct regular checks of dining area and service points to ensure cleanliness and hygiene.

Skills

Team leadership

Guest service

Operations management

Resdairy usage

Attention to detail

Tools

Resdairy

Job description

Lola's is seeking a Venue Supervisor to support daily venue operations, ensuring smooth service and a positive guest experience. You will supervise the floor team, assist in scheduling, and coach staff on Lola's SOS, SOPs, and product knowledge.

Work closely with the Venue Manager to maintain high standards, monitor service flow, handle guest feedback, and ensure compliance with health, safety, and brand guidelines across events and daily operations.