Management Trainee

HELLO CONCEPTS PTE. LTD.; Singapore; On-site; SGD 28,000 - 39,000; Full time

Job summary

Hello Concepts Pte. Ltd. in Singapore is seeking a Shift Leader to support service operations, coordinating floor flow between host, floor, and bar, and acting as second-in-command during shifts.

You will uphold SOPs, supervise staff, handle guest engagement, and ensure cleanliness and readiness of FOH, reporting issues to the Outlet Manager as needed.

Qualifications

• Experience in hospitality/service industry preferred.
• Ability to manage on-floor operations during shifts.
• Strong communication and teamwork skills.
• Familiarity with SOPs and service standards.

Responsibilities

• Act as second-in-command for service operations during shifts.
• Take charge of the floor in the absence of the Outlet Manager.
• Coordinate service flow between host, floor, and bar to ensure smooth operations.
• Monitor peak-hour service and resolve bottlenecks proactively.
• Ensure all systems (POS, delivery platforms) are updated.
• Enforce SOPs and maintain professional service standards.
• Coach junior staff and assist in training new service staff.
• Engage guests warmly and handle basic feedback on the floor.
• Ensure FOH areas are clean, organized, and presentable during service.
• Support shift briefings and end-of-shift handovers.

Skills

Leadership

Guest Engagement

Coaching

Shift Coordination

Job description

Roles & Responsibilities

Shift Leadership & Floor Control

• Act as the second-in-command for service operations during assigned shifts
• Take charge of the floor in the absence of the Outlet Manager
• Coordinate service flow between host, floor, and bar to ensure smooth operations
• Monitor peak-hour service and step in proactively to resolve bottlenecks
• Ensure all systems are updated including point-of-sales, own and partner delivery platforms, Spotify

Service Standards & SOP Execution

• Ensure all service staff follow Company SOPs and service scripts
• Maintain service discipline, professionalism, and grooming standards
• Ensure proper table management, guest flow, and clearing procedures
• Prevent behaviours that affect guest experience (e.g. staff crowding, idle chatter)
• Ensure that food and beverages are served with outstanding quality and presentation adhering to the recipe guidelines and presentation standards at all times

Team Support & On-the-Job Coaching

• Guide and support service crew during shifts
• Coach junior staff on service sequence, etiquette, and guest engagement
• Assist in training new service staff under guidance of the Outlet Manager
• Set the tone for teamwork, accountability, and service mindset

Customer Engagement & Service Recovery

• Engage guests warmly and professionally when required
• Handle basic customer feedback or complaints on the floor
• Execute service recovery within approved guidelines
• Escalate serious or recurring issues to the Outlet Manager promptly

Manpower & Shift Readiness

• Ensure adequate manpower deployment during shifts
• Assign service roles and sections clearly at the start of each shift
• Monitor staff punctuality and readiness
• Inform Outlet Manager of manpower gaps or performance issues

Cleanliness & Outlet Readiness

• Ensure FOH areas are clean, organised, and presentable at all times
• Enforce cleaning SOPs, including no sweeping or mopping during service hours
• Oversee table reset, floor checks, and toilet cleanliness during service
• Ensure closing duties are completed properly before handover

Communication & Reporting

• Communicate operational updates and instructions clearly to the team
• Report shift issues, customer feedback, and incidents to the Outlet Manager
• Support daily briefings and end-of-shift handovers