Head Floor/Floor Supervisor (New Outlets)

KOPIKINA INDONESIA; Jakarta Utara; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

KOPIKINA INDONESIA seeks a Head Floor Supervisor for new outlets in Jakarta to oversee daily floor operations, coordinating servers, cashiers, housekeeping and hosts while managing a 40+ staff team with hiring, scheduling and evaluations.

You will train, mentor and motivate staff to deliver guest experiences aligned with company standards, resolve conflicts, and monitor satisfaction with improvements based on feedback.

Qualifications

• Minimum 2-3 years in a supervisory role within hospitality, restaurants, or retail.
• Experience leading large teams (40+ staff) in fast-paced environments.
• Strong background in customer service, reservations, and floor supervision.
• Excellent communication skills with direct guest interaction (e.g., resolving complaints, VIP service).
• Proficiency with Google Sheets/Excel for data management and reporting.

Responsibilities

• Oversee daily floor operations and coordinate servers, cashiers, housekeeping, and hosts/greeters.
• Manage a team of 40+ staff including hiring, scheduling, and evaluations.
• Train, mentor, and motivate staff to deliver guest experiences aligned with company standards.
• Resolve conflicts and improve teamwork and productivity.
• Handle escalated customer complaints with professionalism and diplomacy.
• Monitor guest satisfaction and implement improvements based on feedback.
• Process and analyze operational data using Google Sheets/Excel.
• Prepare daily/weekly reports on floor performance, staffing efficiency, and incident resolution.
• Manage reservations and optimize table turnover to maximize revenue during peak hours.
• Ensure health, safety, and hygiene compliance across floor operations.
• Collaborate with kitchen and management to streamline communication and service flow.
• Develop and update training materials for new and existing staff.

Skills

Staff management

Customer service

Communication

Data reporting

Training

Mentoring

Conflict resolution

Time management

Leadership

Guest interaction

Tools

Google Sheets

Excel

Job description

Head Floor/Floor Supervisor (New Outlets)

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 in a supervisory role within hospitality, restaurants, or retail.

Proven ability to lead large teams (40+ staff) 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 candidate will be contact