Store Supervisor Debonair & Steers @ PETRONAS Mutiara Damansara

JOB PURPOSE

Store Supervisor will supports the Restaurant Manager in overseeing daily restaurant operations, ensuring smooth workflow, consistent customer service, and compliance with QSR standards. The role assists in managing staff, executing operational plans, maintaining food safety standards, and achieving outlet performance goals. Acts as the Person-in-Charge (PIC) in the absence of the Restaurant Manager.

PRINCIPAL ACCOUNTABILITIES

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.

KEY SKILLS / EXPERIENCE

Education & Experience:

Qualifications:

SPM, 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.

KEY PERFORMANCE INDICATORS (KPIS)

Key Performance Indicators (KPIs):

Speed of Service : Average service time per customer (dine-in, takeaway).

Sales & Revenue : Achievement of daily/weekly/monthly sales targets.

Customer Experience : Complaint resolution turnaround.

Food & Labor Cost Control : Within budgeted percentage.

Employee Retention & Training : Staff turnover rate and training completion rate.

Compliance & Cleanliness : Internal audit scores and health inspection results.

Working Conditions:

Outlet-Based Role:

Primarily based at the restaurant outlet(s), with a hands-on presence required during daily operations. Not an office-based role.

Operational Hours:

Requires flexibility to work on shifts, including early mornings, late evenings, weekends, and public holidays, depending on the outlet’s operating schedule.

Physical Demands:

Involves prolonged standing, walking, and occasional lifting of stock or equipment (up to 15kg). Must be able to move around quickly during busy hours.

Fast-Paced Environment:

Exposed to a high-pressure and fast-moving QSR environment, including kitchen heat, equipment noise, and high customer traffic during peak periods.

Travel Requirements:

Moderate travel may be required for inter-outlet support, meetings, training sessions, store launches, or audit visits.

Emergency or Peak Coverage:

May be required to support urgent operational needs, including last-minute staff shortages, campaign rollouts, or service recovery situations.

Uniform & Grooming:

Must adhere to QSR brand standards on uniform, hygiene, and grooming at all times, in line with food safety requirements.