Position OverviewThe Restaurant Supervisor / Manager is responsible for overseeing daily restaurant operations while maintaining high standards of customer service, food quality, cleanliness, staff performance, and commercial results. The role coordinates front-of-house and back-of-house activities, manages employees, monitors sales and operating costs, handles customer concerns, and ensures compliance with company procedures and food safety requirements.
At Supervisor level, the position focuses on daily shift operations, team coordination, service standards, and operational support. At Manager level, the role additionally oversees overall restaurant performance, staffing, budgeting, cost control, supplier relationships, business development, and operational planning.
Key Responsibilities
- * Oversee daily restaurant operations and ensure smooth service across front-of-house and back-of-house areas.
- Conduct opening and closing procedures and ensure the restaurant is properly prepared for daily operations.
- Welcome customers professionally and maintain high standards of hospitality, service, and dining experience.
- Monitor customer service, order accuracy, food presentation, waiting times, table turnover, and overall guest satisfaction.
- Handle customer enquiries, complaints, special requests, and service recovery situations professionally.
- Supervise restaurant employees including servers, hosts, cashiers, bartenders, kitchen personnel, and support staff where applicable.
- Prepare staff schedules, allocate daily duties, coordinate shift coverage, and ensure adequate manpower during operating hours.
- Conduct team briefings before shifts and communicate daily priorities, promotions, reservations, operational updates, and service expectations.
- Train, coach, and motivate employees on customer service, product knowledge, restaurant procedures, hygiene, and service standards.
- Monitor individual and team performance and provide constructive feedback and appropriate follow-up.
- Monitor restaurant sales, revenue, average transaction value, customer traffic, table turnover, and other relevant KPIs.
- Support the achievement of daily, weekly, monthly, and annual sales targets.
- Implement approved promotions, special offers, seasonal campaigns, events, and customer engagement initiatives.
- Coordinate with the kitchen team to ensure food preparation, order flow, quality, portion control, and service timing meet required standards.
- Monitor food quality, presentation, consistency, temperature, and adherence to approved recipes and preparation standards.
- Monitor food, beverage, packaging, and operating supplies inventory and coordinate replenishment when required.
- Conduct stock counts and ensure accurate inventory records, appropriate storage, FIFO practices, and minimal wastage.
- Monitor food and beverage costs, labour costs, wastage, discounts, complimentary items, and other operating expenses.
- Assist management with budgeting, forecasting, cost-control initiatives, and financial performance monitoring.
- Coordinate with suppliers regarding orders, deliveries, product quality, pricing, shortages, and service issues.
- Review supplier performance and escalate recurring quality, delivery, or pricing concerns to management.
- Ensure POS systems, cash handling, payment processing, refunds, discounts, and end-of-shift reconciliations are completed accurately.
- Maintain accurate records of sales, cash transactions, inventory, wastage, staff attendance, incidents, customer complaints, and operational activities.
- Ensure restaurant areas, kitchen areas, storage facilities, equipment, furniture, and customer spaces remain clean, organized, and well maintained.
- Enforce food safety, hygiene, sanitation, pest-control, occupational safety, and health requirements.
- Conduct regular operational inspections and ensure identified issues are corrected promptly.
- Ensure employees follow company SOPs, service standards, food-handling procedures, uniform requirements, and workplace policies.
- Coordinate with maintenance, cleaning, security, purchasing, finance, HR, and other departments to resolve operational requirements.
- Support restaurant events, private functions, group bookings, VIP visits, promotional activities, and special occasions.
- Manage reservations, seating arrangements, large-party requirements, and customer flow during busy periods.
- Monitor restaurant capacity, table availability, waiting times, and service efficiency.
- Investigate operational incidents, staff issues, customer complaints, equipment problems, and other service disruptions.
- Prepare daily, weekly, and monthly operational reports covering sales, staffing, inventory, costs, customer feedback, incidents, and performance.
- At Manager level, develop operational plans and initiatives to improve revenue, profitability, customer satisfaction, service quality, and overall restaurant performance.
- At Manager level, participate in recruitment, onboarding, performance reviews, disciplinary processes, staff development, and workforce planning.
- At Manager level, manage restaurant budgets, operating expenses, purchasing requirements, supplier contracts, and cost-control initiatives.
- At Manager level, review business performance and implement corrective actions when sales, service, cost, or operational KPIs fall below expectations.
- At Manager level, support menu development, pricing reviews, promotional planning, local marketing initiatives, and business-growth activities.
- Maintain a professional, customer-focused, safe, and positive working environment for employees and guests.
Requirements
- * Diploma or Bachelor’s Degree in Hospitality Management, Hotel Management, Restaurant Management, Business Administration, Food & Beverage Management, or a related field is preferred.
- Previous experience in restaurant operations, food and beverage, hospitality, or customer-service environments.
- Previous supervisory or management experience is preferred for Supervisor / Manager-level responsibilities.
- Strong understanding of restaurant operations, front-of-house service, kitchen coordination, customer experience, and service standards.
- Experience managing restaurant staff, shift schedules, training, performance, and daily manpower requirements.
- Strong knowledge of food safety, hygiene, sanitation, HACCP principles, and workplace safety requirements.
- Experience with POS systems, cash handling, inventory systems, reservations platforms, and restaurant management software.
- Strong understanding of food and beverage costs, inventory control, wastage management, labour costs, and basic financial reporting.
- Proven ability to work toward sales targets, operational KPIs, customer satisfaction objectives, and profitability goals.
- Strong leadership, communication, coaching, problem-solving, and conflict-resolution skills.
- Excellent customer-service and interpersonal skills with the ability to handle difficult situations professionally.
- Strong organizational and time-management skills with the ability to manage multiple operational priorities.
- Experience with supplier coordination, purchasing, stocktaking, and cost-control activities is an advantage.
- Ability to work effectively in a fast-paced, high-volume restaurant environment.
- Professional appearance, positive attitude, strong work ethic, and commitment to hospitality standards.
- Proficiency in Microsoft Office, particularly Excel and Word, is an advantage.
- Additional language skills are an advantage, particularly when serving international or multicultural customers.
- Willingness to work shifts, evenings, weekends, public holidays, peak periods, and extended hours according to restaurant operating requirements.
