Head Floor

KOPIKINA INDONESIA; Bogor; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading hospitality company in Bogor seeks an experienced Head Floor Manager to oversee daily operations and a team of over 40 staff. Responsibilities include managing service quality, resolving customer complaints, and preparing operational reports. The ideal candidate will have 2-3 years of relevant experience, excellent communication skills, and proficiency in data management using Google Sheets or Excel. Flexibility in scheduling is required, including weekends and holidays.

Qualifications

• 2-3 years of experience in a Head Floor role in hospitality or retail.
• Ability to lead a team of over 40 staff members.
• Excellent communication skills for guest interactions.

Responsibilities

• Oversee daily operations and manage a team of staff.
• Handle escalated customer complaints and ensure guest satisfaction.
• Prepare reports and manage reservations for efficient service.

Skills

Leadership in fast-paced environments

Customer service excellence

Conflict resolution

Time management

Data management with Google Sheets/Excel

Tools

Google Sheets

Excel

Job description

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.

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 as Head Floor role within hospitality, restaurants, or retail.

Proven ability to lead large teams 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 candidates will be contacted