Cafe Supervisor

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

This is a Café Operations leadership role responsible for overseeing daily café operations, ensuring smooth and efficient service, and driving sales and business growth. You will lead and coordinate across multiple kitchen and service teams, manage staff scheduling and performance, maintain high standards of customer experience and food safety, and report on operational metrics to management.

Key responsibilities

1. Daily Cafe Operation

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 closely with Hot Kitchen, Cold Kitchen, Barista and Front Sale teams.

Monitor the full customer journey from ordering and payment to food preparation and product handover.

Identify and resolve operational issues quickly and effectively during each shift.

Prioritize and delegate tasks based on business needs and peak-hour demands.

Maintain a high standard of service, teamwork and operational efficiency throughout the day.

2. Sales & Business Growth

Drive the café team to achieve and exceed daily, weekly and monthly 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 product promotions to increase sales and AOV.

Develop strategies to maximize sales during peak and off-peak periods.

Plan and execute promotions, bundles, campaigns and limited-time offers with the Management & Marketing teams.

Ensure all campaigns and promotional activities are executed effectively at café level.

Motivate and guide the team to stay focused on sales goals and campaign targets.

Prepare basic sales reports and provide actionable insights and improvement plans to Management.

Continuously identify new opportunities to grow sales, improve performance and strengthen customer engagement.

3. Team Management & Scheduling

Prepare and manage staff schedules based on operational needs and peak hours.

Ensure the café is adequately staffed to maintain smooth daily operations.

Monitor attendance, punctuality, performance and discipline.

Delegate tasks effectively and ensure team members understand their responsibilities.

Train and guide new team members according to company SOPs.

Provide regular feedback, coaching and support to improve team performance.

Handle and resolve staff-related issues during shifts.

Build a positive, disciplined and collaborative team culture.

Lead the team to support sales targets and overall café performance.

4. Customer Experience & Service Quality

Take ownership of the café’s overall customer experience and service standards.

Ensure customers receive friendly, efficient and professional service.

Monitor ordering processes and waiting times to ensure a smooth customer journey.

Maintain a clean, welcoming and positive café 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 practical solutions and improvements.

Share key customer feedback with Management and ensure proper follow-up until issues are resolved.

5. Product Quality, SOP & Food Safety

Ensure all food and beverages consistently meet quality and presentation standards.

Monitor product quality across Hot Kitchen, Cold Kitchen, Barista and Dessert stations.

Conduct regular quality checks and spot checks on taste, portion, temperature, texture and presentation.

Ensure products that do not meet standards are corrected before being served to customers.

Identify quality issues and take immediate corrective action.

Ensure all team members follow SOPs for food preparation, handling, storage and hygiene.

Monitor chiller/freezer temperatures and food storage practices according to SOP.

Ensure proper FIFO practices are consistently followed.

Conduct regular checks on equipment, preparation areas and storage areas.

Maintain accurate cleaning and operational logs.

Address and elevate any food safety, hygiene or quality concerns promptly to Management.

Ensure new and updated product standards are consistently implemented across the team.

Ensure the café is always clean, organized, comfortable and customer-ready.

Maintain high cleanliness standards across the dining area, cashier, toilets, display and operational areas.

Ensure staff follow the daily cleaning schedule and hygiene standards.

Conduct regular cleanliness and premises checks.

Address issues such as dirty tables, spills, rubbish or untidy areas promptly.

Maintain the café’s ambience, layout and overall presentation according to company standards.

Ensure every team member takes ownership of cleanliness within their assigned work area.

7. Stock & Inventory Management

Ensure sufficient ingredients, beverages, desserts, packaging and supplies.

Conduct regular stock checks and manage ordering and restocking.

Monitor stock usage to minimize wastage, over-portioning and losses.

Ensure proper storage, expiry date checks and FIFO practices.

Monitor slow-moving and near-expiry products and take appropriate action.

Check all incoming stock for quantity and quality.

Prepare basic inventory reports and highlight stock issues to Management.

Keep storage areas clean, organized and well-maintained.

8. Reporting & Communication

Prepare daily sales and operations reports for Management.

Monitor and report stock, staff, product and operational issues.

Communicate important updates and customer feedback to Management.

Ensure Management instructions are clearly communicated and followed by the team.

Follow up on operational issues and ensure proper resolution.

Act as the key link between Management and the café operations team.