Branch Supervisor

Role Overview

This position is responsible for overseeing day-to-day front-of-house operations, ensuring all service standards, financial procedures, and cleanliness protocols are consistently met. The role focuses on leading the team on the floor, resolving guest concerns, and maintaining a productive work environment that drives sales and customer satisfaction. By spending the majority of time in the dining area, the manager directly supervises service quality, order accuracy, and staff performance to uphold the brand's reputation.

Key Responsibilities

• Enforce all operational policies and procedures, covering food prep, serving, cash handling, and facility upkeep.
• Conduct regular audits of food and beverage quality, sampling items to confirm taste and presentation consistency.
• Manage cashier and point-of-sale operations, verifying accurate billing, change, and reconciliation at shift end.
• Supervise the dining area and service staff, adjusting floor coverage to ensure guests are greeted and served promptly.
• Handle and resolve customer complaints related to food quality and service, minimising escalations through proactive floor presence.
• Oversee takeaway and delivery order processes, confirming correct orders are prepared, packed, and dispatched on time.
• Train and motivate the team through coaching, performance feedback, and regular deep-cleaning schedules to maintain hygiene standards.
• Drive suggestive selling initiatives, introducing new menu items and promoting specials to increase average check size.

Requirements & Qualifications

• Diploma or degree in Food & Beverage Service or an equivalent qualification from a recognised institution.
• At least two years of front-of-house experience, including roles as a shift manager, assistant manager, or management trainee in the service or hospitality industry.
• Strong command of English for clear communication with guests and staff.
• Ability to read and interpret a profit-and-loss statement to understand store financial performance.
• Proven skill in handling cash, operating a POS system, and following reconciliation procedures.
• Comfortable working under pressure with a results-oriented, self-driven approach and sound decision-making on the floor.
• Competency in people management, customer service principles, and basic MS Office (Word, Excel, Outlook).
• Demonstrates teamwork, adaptability, and the ability to empower and develop others while keeping focus on operational goals.