Shift Leader in Training - Service Operations

HELLO LABS PTE. LTD.; Singapore; On-site; SGD 21,000 - 26,000; Full time

Job summary

HELLO LABS PTE. LTD. in Singapore seeks a Shift Leader to act as second-in-command for service, lead floor operations, and ensure seamless guest experiences. You will coordinate flow between host, floor, and bar, while enforcing SOPs and maintaining presentation standards.

The role involves coaching junior staff, managing manpower, and handling on-the-floor feedback, with a focus on teamwork and timely handovers to the Outlet Manager.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Job description

HELLO LABS PTE. LTD. in Singapore seeks a Shift Leader to act as second-in-command for service, lead floor operations, and ensure seamless guest experiences. You will coordinate flow between host, floor, and bar, while enforcing SOPs and maintaining presentation standards.

The role involves coaching junior staff, managing manpower, and handling on-the-floor feedback, with a focus on teamwork and timely handovers to the Outlet Manager.