Shop Manager at Bheerhugz Café

The Shop Manager is responsible for overseeing the daily operations of the lounge to ensure smooth service delivery, profitability, customer satisfaction, and compliance with company policies. The role involves managing staff performance, coordinating logistics, maintaining service standards, and driving sales and operational efficiency.

Key Responsibilities

Operations Management

• Supervise daily lounge activities, including customer service, kitchen, bar, and floor operations.
• Ensure smooth workflow and timely service during operating hours.
• Monitor inventory, ensure proper stock levels, and oversee ordering of supplies.
• Enforce hygiene, safety, and maintenance standards across all departments.
• Ensure all equipment and facilities are functioning properly and report faults promptly.

Staff Management

• Supervise, train, and motivate all team members, including waiters, cashiers, shisha attendants, and kitchen staff.
• Ensure proper staff scheduling, attendance, and discipline.
• Conduct regular performance evaluations and recommend disciplinary or commendation actions where necessary.
• Foster teamwork, professionalism, and a positive workplace culture.

Customer Service & Experience

• Ensure guests receive excellent service in line with company standards.
• Address customer complaints or issues promptly and professionally.
• Monitor customer feedback (e.g., CSS forms) and recommend service improvements.
• Build and maintain positive relationships with regular guests and VIPs.

Financial & Sales Management

• Drive sales and upselling initiatives to meet daily and monthly revenue targets.
• Supervise cash handling and reconciliation processes at the end of each shift.
• Track daily sales performance and prepare reports for management.
• Ensure compliance with all financial controls and approval procedures.

Compliance & Reporting

• Ensure adherence to company policies, code of conduct, and standard operating procedures (SOPs).
• Prepare and submit daily, weekly, and monthly operational reports to management.
• Coordinate with HR, Finance, and Procurement on staff and supply matters.
• Enforce strict compliance on credit policy and cash transactions.

Leadership & Strategy

• Identify opportunities for operational improvement and cost optimization.
• Support in planning and execution of marketing events or promotional activities.
• Lead by example — demonstrating professionalism, integrity, and accountability.

Qualifications & Requirements

• Minimum of HND/B.Sc. in Hospitality Management, Business Administration, or related field.
• 3–5 years’ experience in lounge, restaurant, or hospitality management.
• Strong leadership, communication, and problem-solving skills.
• Excellent knowledge of hospitality operations, customer service, and inventory management.
• Proficiency in Microsoft Office tools and POS systems.
• Must be well-organized, proactive, and able to work under pressure.
• Flexibility to work weekends, holidays, and extended hours when required.