Daily Operations Support:

• Assist in supervising daily front-of-house and back-of-house operations.
• Ensure customer orders are fulfilled promptly, accurately, and efficiently.
• Monitor food preparation and service procedures to maintain speed and quality.
• Support in managing store opening, closing, and shift handovers.
• Lead and oversee shifts, manage floor presence, and ensure staff are meeting performance expectations.

Team Supervision & Development:

• Assist in scheduling staff shifts and ensuring adequate manpower during operational hours.
• Provide on-the-job coaching and guidance to team members, especially new hires.
• Monitor team performance and discipline, and report issues to the Restaurant Manager.
• Promote a positive and productive work culture.
• Provide on-the-job training and support new staff onboarding alongside the Manager.
• Recognize and reward team achievements to encourage motivation and accountability.
• Support with the daily prep plan, stock level checks, and allocation of duties before each shift.
• Conduct pre-shift team briefings in the absence of the Restaurant Manager, covering key topics like sales targets, customer feedback, and promotions.
• Supervise and coach team members on brand standards and operational procedures.
• Step in to resolve minor HR-related concerns and escalate major issues to the Restaurant Manager.

Health, Safety & Cleanliness:

• Ensure compliance with food safety, hygiene, and sanitation standards.
• Conduct temperature and cleanliness checks across food prep and dining areas.
• Reinforce staff adherence to SOPs, health protocols, and brand standard.
• Monitor service speed, friendliness, order accuracy, and cleanliness throughout the shift.
• Monitor equipment and facility cleanliness, report maintenance issues promptly.

Customer Experience:

• Lead by example in delivering excellent customer service and ensuring customer satisfaction.
• Handle basic customer feedback and escalate major issues to the Restaurant Manager.
• Support staff in managing crowd control during peak periods.
• Ensure a consistent, high-quality customer experience by actively engaging on the floor (FOH).
• Handle customer complaints and escalate when necessary, ensuring corrective actions are taken.

Marketing Activation & Local Engagement:

• Communicate important updates, promotions, and operational changes to team members.
• Assist with basic reporting tasks, including sales summaries, customer feedback logs, and shift handover notes.
• Use shift reporting tools (e.g., delivery performance, upselling results) to identify areas of improvement.
• Promote upselling and support the team in meeting daily sales targets.
• Help implement and track local promotions or national campaigns.

Stock Control/Management/Ordering:

• Monitor usage and report discrepancies or wastage to the Restaurant Manager.
• Ensure proper storage, labelling, and traceability practices are followed.
• Support in daily inventory checks, stock rotation, and monitoring of usage.
• Alert the Restaurant Manager on low stock levels or discrepancies.
• Assist in receiving deliveries and ensuring proper storage of goods.

Ad-hoc Responsibilities:

• Support any ad-hoc tasks, special assignments, or projects as requested by the superior or the company.
• Remain flexible to support cross-company initiatives, internal events, audits, or urgent business priorities as needed.

Education & Experience:

Qualifications:

• Good communication skills in English & Bahasa Malaysia
• Diploma or Degree in Hospitality Management, Business Administration, Culinary Arts, or related field.
• Food Handler Certificate and Health & Safety Certification (as per local regulation).

Experience:

• Minimum 3 years of experience in restaurant or food & beverage management, with at least 2 years in a supervisory or managerial role.
• Prior team lead or supervisory experience is preferred.

Skills & Competencies:

• Strong knowledge of QSR systems and operational best practices.
• Strong leadership and team management abilities.
• Good communication and interpersonal skills.
• Proficient in inventory control, scheduling, and basic financial management.
• Hands-on leadership with the ability to coach and energize a young team.
• Proficiency in POS systems, digital ordering tools, and basic Microsoft Office.
• Ability to work under pressure in a fast-paced environment.
• Ability to work flexible hours, including weekends and holidays.