Shift Manager

1. Operations Management

• Manage day-to-day café operations during assigned shifts.

• Ensure timely opening and closing of the café as per SOP.

• Maintain product quality, cleanliness, and service standards.

• Monitor order preparation and ensure quick service.

2. Team Management

• Supervise and guide café team members during the shift.

• Allocate duties and manage shift schedules.

• Conduct shift briefings and motivate the team.

• Train new employees on SOPs and operational standards.

• Monitor employee grooming, attendance, and discipline.

3. Customer Service

• Deliver an exceptional guest experience.

• Resolve customer complaints professionally and promptly.

• Build customer relationships and encourage repeat business.

4. Sales & Business Performance

• Drive sales through suggestive selling and promotional activities.

• Monitor daily sales performance against targets.

• Minimize product wastage and control operational costs.

5. Inventory & Cash Management

• Monitor stock levels and coordinate replenishment.

• Conduct daily inventory checks and maintain stock records.

• Ensure accurate cash handling, billing, and shift reconciliation.

• Prevent inventory loss and maintain stock accuracy.

6. Food Safety & Compliance

• Ensure compliance with food safety and hygiene standards.

• Maintain cleanliness of dining, kitchen, and storage areas.

• Follow all health, safety, and statutory regulations.

• Ensure proper temperature logs and cleaning schedules are maintained.

7. Reporting

• Prepare daily shift reports.

• Report operational issues and maintenance requirements.

• Maintain records of sales, inventory, attendance, and customer feedback.

Key Performance Indicators (KPIs)

• Sales achievement

• Customer satisfaction scores

• Food safety and hygiene compliance

• Inventory variance and wastage control

• Labour cost management

• Order preparation and service time

• Customer complaint resolution

• Team productivity and attendance

• Audit and compliance scores

Qualifications

• Graduate or Diploma in Hotel Management/Hospitality (preferred).

• Minimum 2–4 years of experience in a café, QSR, or restaurant, with at least 1 year in a supervisory role.

Skills & Competencies

• Leadership and team management

• Customer service orientation

• Strong communication skills

• Problem-solving and decision-making

• Inventory and cash management

• Basic computer and POS knowledge

• Time management and multitasking

• Knowledge of food safety standards (FSSAI/HACCP preferred)

Working Conditions

• Flexible to work in rotational shifts, weekends, and public holidays.

• Ability to stand for long hours and work in a fast-paced environment.

This job description is suitable for café operations such as Costa Coffee, airport cafés, or other premium café chains, with responsibilities aligned to hospitality and retail food service operations.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.