Lounge Supervisor at Bheerhugz Café

Shift Leadership and Service Execution 

• Shift Management: Assume responsibility for the lounge operation during shifts, delegating tasks, managing breaks, and overseeing the timely setup and breakdown of the lounge.
• Staff Supervision: Directly supervise all floor staff (waiters, runners) to ensure adherence to grooming standards, punctuality, and compliance with service sequences.
• Service Standards: Conduct pre-shift briefings and spot-checks to ensure all team members execute service at the highest level, anticipating guest needs.
• Cash Handling: Oversee shift financial reconciliation, cash management, and proper processing of POS transactions, ensuring accuracy and accountability.

Customer Experience and Conflict Resolution 

• Guest Interaction: Actively patrol the floor, interacting with guests to gauge satisfaction and identify potential issues before they escalate.
• Complaint Handling: Resolve immediate customer complaints and disputes professionally and discreetly, escalating only complex matters to the Lounge Manager.
• Security & Safety: Monitor guest behaviour, enforce lounge security protocols (e.g., age restrictions, dress code, intoxication management), and ensure adherence to safety and hygiene regulations.
• Feedback: Ensure customer feedback surveys atre duly filled and completed after each customer\'s experience or dining
• Loyalty Program: Advise, guide and register guests on the loyalty programs

Operational Control and Inventory Support 

• Inventory Control: Monitor the consumption and usage of bar inventory, conducting mini-stock takes during shifts, and reporting discrepancies to the Lounge Manager.
• POS and Ordering: Ensure the POS system is functioning correctly, troubleshoot basic technical issues, and ensure all orders are accurately logged and billed.
• Opening/Closing Procedures: Ensure rigorous adherence to all opening and closing checklists, including security checks, cleaning schedules, and detailed shift handovers.
• Reporting: Document and report any operational issues, maintenance needs, staff incidents, and detailed shift summaries to management.

Others

• Other duties as assigned by MD/Founder