Operations & Guest Experience Lead

2degrees north coffee co. pte. ltd.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

The Populus Cafe is seeking an Assistant Service Manager to bridge traditional service excellence with data-driven operational strategy in Singapore. You will partner with the Service Manager to lead daily operations, drive process improvements, and own our dashboards that track labour, sales, and waste.

You will design staff schedules, manage centralised orders across dine-in, takeaway, and delivery, and implement systems to improve efficiency and guest satisfaction.

Responsibilities

• Lead daily operations and drive process improvements to enhance guest satisfaction and team productivity.
• Own operational systems and transform data into actionable strategies to improve business performance.
• Design shift schedules informed by traffic forecasts, balancing operational needs with staff wellbeing.
• Review workforce data to identify patterns in attendance, overtime, and productivity, then implement measures to control labour costs.
• Administer centralised order management for dine-in, takeaway, and delivery; prioritise kitchen queue and reduce errors.
• Conduct automated stock takes and trigger PO generation to prevent shortages and over-ordering.
• Compile weekly dashboards covering labour efficiency, sales mix, and waste to identify trends and improvement areas.
• Lead onboarding and upskilling of team members on operational platforms; deliver short training sessions.
• Lead pre-shift briefings, mentor staff on hospitality standards, and address escalated guest complaints with professionalism.
• Design a guest engagement framework capturing feedback across touchpoints and monitor online reputation.

Job description

The Populus Cafe is seeking an Assistant Service Manager to bridge traditional service excellence with data-driven operational strategy in Singapore. You will partner with the Service Manager to lead daily operations, drive process improvements, and own our dashboards that track labour, sales, and waste.

You will design staff schedules, manage centralised orders across dine-in, takeaway, and delivery, and implement systems to improve efficiency and guest satisfaction.