Cafe Operations Lead - Growth, Service & Quality

BITSY ARTISAN GROUP SDN BHD; Malaysia; On-site; MYR 42,000 - 72,000; Full time

Job summary

BITSY ARTISAN GROUP SDN BHD in Malaysia is seeking a Café Operations Leader to oversee daily cafe activities, align service standards, and drive sales growth. You will coordinate across Kitchen, Barista and Front Sale teams, manage staff schedules and performance, and ensure food safety and a superior customer experience.

The role focuses on optimizing operations, implementing SOPs, and leading initiatives to boost sales and customer satisfaction across shifts.

Qualifications

• Experience leading cafe/restaurant operations and managing multiple teams.
• Knowledge of food safety standards and SOPs.
• Strong customer service focus and ability to drive sales growth.

Responsibilities

• Lead and oversee daily café operations, ensuring smooth and efficient service.
• Manage opening and closing procedures in accordance with company SOPs.
• Ensure the café is always clean, organized and customer-ready.
• Monitor StoreHub POS, QR ordering and payment systems to ensure seamless operations.
• Coordinate with Hot Kitchen, Cold Kitchen, Barista and Front Sale teams.
• Monitor the full customer journey from ordering and payment to food preparation and handover.
• Identify and resolve operational issues quickly during each shift.
• Prioritize and delegate tasks based on business needs and peak-hour demands.
• Maintain high standards of service, teamwork and operational efficiency throughout the day.
• Drive the café team to achieve and exceed sales targets.
• Monitor sales performance, identify gaps and take quick action to improve results.
• Analyze sales trends, customer behavior and product performance to identify growth opportunities.
• Lead upselling, cross-selling, add-ons and promotions to increase sales and AOV.
• Develop strategies to maximize sales during peak and off-peak periods.
• Plan and execute promotions, bundles and campaigns with Management & Marketing.
• Ensure all campaigns are executed effectively at café level.
• Motivate and guide the team to stay focused on sales goals.
• Prepare basic sales reports and provide actionable insights to Management.
• Continuously identify new opportunities to grow sales and customer engagement.
• Prepare and manage staff schedules based on operational needs and peak hours.
• Ensure the café is adequately staffed to maintain smooth operations.
• Monitor attendance, punctuality, performance and discipline.
• Delegate tasks effectively and ensure team members understand responsibilities.
• Train and guide new team members according to SOPs.
• Provide regular feedback, coaching and support to improve performance.
• Handle staff-related issues during shifts.
• Build a positive, disciplined and collaborative team culture.
• Lead the team to support sales targets and overall café performance.
• Take ownership of the café’s customer experience and service standards.
• Ensure customers receive friendly, efficient and professional service.
• Monitor ordering processes and waiting times to ensure a smooth journey.
• Maintain a clean, welcoming environment.
• Identify service gaps and take quick action to improve customer experience.
• Listen to customer feedback and handle complaints professionally and effectively.
• Identify recurring issues and implement improvements.
• Share customer feedback with Management and ensure follow-up.
• Ensure all food and beverages meet quality and presentation standards.
• Monitor product quality across Kitchen, Barista and Dessert stations.
• Conduct regular quality checks and checks on taste, portion, temperature, texture and presentation.
• Correct any products not meeting standards before serving.

Job description

BITSY ARTISAN GROUP SDN BHD in Malaysia is seeking a Café Operations Leader to oversee daily cafe activities, align service standards, and drive sales growth. You will coordinate across Kitchen, Barista and Front Sale teams, manage staff schedules and performance, and ensure food safety and a superior customer experience.

The role focuses on optimizing operations, implementing SOPs, and leading initiatives to boost sales and customer satisfaction across shifts.