Floor Supervisor - 2 Positions (Nairobi and Mombasa)

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A Floor Supervisor in a restaurant is responsible for overseeing the daily operations on the floor, ensuring smooth service, and maintaining high standards of customer satisfaction. Here’s a sample job description for a Floor Supervisor in a restaurant:

Job Description: Floor Supervisor

Position: Floor Supervisor

Department: Front of House

Reports to: Restaurant Manager

Responsibilities:

1. Guest Experience & Customer Service:

Greet guests warmly and ensure their dining experience meets restaurant standards.

Address any guest concerns or complaints, resolving them efficiently and professionally.

Monitor guest satisfaction, ensuring all guests leave with a positive experience.

2. Staff Supervision & Management:

Supervise front-of-house staff, including servers, hosts, and bussers, ensuring efficient and friendly service.

Train and mentor new employees, providing guidance and feedback to improve performance.

Manage staff breaks and shift coverage, ensuring adequate coverage at all times.

3. Operational Oversight:

Oversee the setup and cleanliness of the dining area before, during, and after service hours.

Monitor inventory levels of dining essentials (menus, utensils, napkins) and coordinate restocking when necessary.

Ensure adherence to health and safety standards, including hygiene and sanitation.

4. Order Management:

Ensure orders are accurately taken and communicated to the kitchen.

Coordinate between the kitchen and floor staff to ensure timely food delivery.

Handle any order issues, such as delays or special requests, efficiently.

5. Financial Management:

Monitor daily sales and ensure proper handling of cash, credit, and tip transactions.

Assist in preparing daily revenue and inventory reports as required by management.

6. Team Leadership & Communication:

Lead daily pre-service meetings to inform the team of specials, promotions, or any important updates.

Communicate effectively with kitchen staff to ensure smooth service flow.

Provide feedback to the Restaurant Manager on staff performance, customer feedback, and operational needs.

Qualifications:

Experience: 1-3 years in a supervisory or similar role in a restaurant setting

Skills: Excellent communication, leadership, and problem-solving abilities. Ability to handle high-stress situations with a calm demeanor.

Knowledge: Understanding of restaurant operations, basic accounting, and health & safety standards.

Education: High school diploma or equivalent (hospitality or management-related qualifications are a plus).

Key Traits:

Strong attention to detail.

Positive attitude and team-oriented.

Ability to multi-task in a fast-paced environment.

Here are key performance indicators (KPIs) for a Floor Supervisor in a restaurant setting. These KPIs can help evaluate performance in terms of guest satisfaction, team management, operational efficiency, and financial responsibility.

KPIs for Floor Supervisor in a Restaurant

1. Guest Satisfaction Score

Metric: Average guest satisfaction rating from surveys, reviews, and feedback forms.

Goal: Achieve a guest satisfaction score of at least X% (e.g., 85%+) to ensure a positive dining experience.

2. Complaint Resolution Time

Metric: Average time taken to resolve guest complaints on the floor.

Goal: Address and resolve complaints within X minutes (e.g., 5 minutes), ensuring swift and effective responses.

3. Order Accuracy Rate

Metric: Percentage of orders delivered without errors.

Goal: Maintain an order accuracy rate of 98% or higher to minimize order-related issues.

4. Table Turnover Rate

Metric: Average time taken to serve, clear, and reset tables.

Goal: Improve table turnover rate by X% to accommodate more guests, especially during peak hours.

5. Employee Retention & Engagement

Metric: Retention rate and team feedback on job satisfaction.

Goal: Retain X% of team members over a set period and maintain positive employee feedback to promote a motivated and cohesive team.

6. Staff Training & Development

Metric: Number of training hours provided per employee each quarter.

Goal: Conduct a minimum of X training hours per quarter for all floor staff to improve service quality and efficiency.

7. Health and Safety Compliance

Metric: Number of health and safety infractions or incidents.

Goal: Maintain zero infractions and ensure full compliance with hygiene and safety standards.

8. Sales Per Shift / Revenue Growth

Metric: Total revenue generated per shift or per period (e.g., month).

Goal: Achieve a set revenue target per shift, contributing to the restaurant's growth.

9. Upselling Rate

Metric: Percentage of customers who opt for suggested upgrades (like appetizers, drinks, or dessert).

Goal: Increase upselling rate by X% to boost average ticket size and overall revenue.

10. Labor Cost Control

Metric: Labor cost as a percentage of sales.

Goal: Keep labor costs within a set percentage to balance staff efficiency and restaurant profitability.

11. Employee Attendance & Punctuality

Metric: Percentage of shifts covered on time by scheduled staff.

Goal: Achieve a punctuality rate of X% (e.g., 95%+) to ensure smooth operations and minimize shift disruptions.