– CAFÉ FLOOR MANAGER

Department: Operations

Designation: Floor Manager

Reports To: Café Manager / Operations Head / Owner

Location: Café Premises

Employment Type: Full-Time

Preference: barista Skill/Coffee making skill

- Job Purpose The Floor Manager is responsible for the smooth and efficient functioning of the café's daily floor operations. The role involves managing service staff, ensuring excellent guest experiences, maintaining service standards, coordinating with the kitchen, monitoring hygiene and cleanliness, and ensuring that all customers receive prompt, courteous and professional service.

The Floor Manager acts as the primary point of contact between the customers, service team, kitchen and management.

- Key Roles & Responsibilities

A. Floor Operations & Service Management

- Supervise and manage the overall daily floor operations of the café.
- Ensure the café opens and closes as per the prescribed schedule.
- Ensure tables are properly arranged, clean and ready before service.
- Monitor customer seating, order taking, food serving and table clearance.
- Ensure timely and efficient service with minimum waiting time.
- Maintain proper coordination between the service team and kitchen.
- Ensure all standard operating procedures (SOPs) are followed.

B. Customer Experience & Guest Relations
- Welcome guests warmly and ensure they receive courteous service.
- Handle customer queries, complaints and feedback professionally.
- Resolve customer concerns promptly and escalate serious matters to management.
- Ensure customer satisfaction and encourage repeat visits.
- Maintain a pleasant, welcoming and comfortable café environment.

C. Staff Management & Supervision
- Allocate duties and responsibilities to service staff.
- Prepare and monitor staff duty rosters and attendance.
- Ensure staff punctuality, grooming, discipline and skilled conduct.
- Train new employees on service standards, menu knowledge and customer handling.
- Conduct regular briefings with the floor team.
- Monitor staff performance and provide feedback to management.
- Ensure adequate staffing during peak business hours.

D. Sales & Billing Management




- Ensure all customer orders are properly entered into the POS system.
- Monitor billing accuracy and ensure every order is billed.
- Coordinate with the cashier to ensure proper cash, card and digital payment reconciliation.
- Encourage suggestive selling, add-ons, beverages and desserts.
- Monitor daily sales performance and communicate operational issues affecting sales.
- Prevent unauthorized discounts, complimentary orders and billing irregularities.

E. Hygiene, Cleanliness & Maintenance
- Ensure dining areas, tables, chairs, washrooms and customer-facing areas remain clean.
- Monitor staff hygiene, uniforms and personal grooming.
- Ensure compliance with food safety and hygiene standards.
- Conduct regular cleanliness inspections.
- Report equipment breakdowns, maintenance requirements and safety hazards.
- Ensure proper handling and storage of service equipment, crockery and cutlery.

F. Inventory & Coordination
- Monitor the availability of cutlery, crockery, napkins, packaging and other floor consumables.
- Coordinate with the kitchen regarding menu availability and out-of-stock items.
- Ensure proper handling and minimal wastage of café supplies.
- Report shortages, damages and unusual consumption to management.

G. Reporting & Administration
- Submit daily operational reports to management.
- Report customer complaints, staff issues and unusual incidents.
- Monitor daily opening and closing checklists.
- Maintain records of staff attendance, customer feedback and floor-related expenses.
- Assist management in implementing promotional activities and improving operational efficiency.

3. Skills & Competencies Required
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.




- Customer-centric attitude and problem-solving skills.
- Knowledge of café operations and food service standards.
- Familiarity with POS and billing systems such as Petpooja.
- Ability to manage pressure during peak business hours.
- Good organizational and multitasking abilities.
- Basic understanding of sales targets, inventory and cost control.
- Professional appearance, punctuality and discipline.

4. Educational Qualification & Experience
- Graduate or equivalent qualification preferred.
- Minimum 2–3 years of experience in café, restaurant or hospitality operations.
- Previous experience in supervising a restaurant or café service team will be preferred.
- Knowledge of food safety, hygiene and hospitality standards.

5. Performance Evaluation Parameters (KPIs)

The Floor Manager's performance shall be evaluated on the basis of:

- Customer satisfaction and customer feedback.
- Speed and quality of service.
- Staff discipline, punctuality and productivity.
- Accuracy of billing and POS operations.
- Cleanliness and hygiene standards.
- Reduction in wastage and operational losses.
- Upselling and contribution towards sales growth.
- Compliance with management instructions and operational SOPs.

6. General Expectations
- The Floor Manager shall maintain complete professional discipline and integrity.
- Any customer complaint, cash discrepancy, staff misconduct or operational irregularity must be immediately reported to management.
- The Floor Manager shall not authorize discounts, complimentary items, refunds or other financial concessions without management approval.
- The Floor Manager shall ensure that the café's brand image, service standards and customer experience are consistently maintained.
- Any other duties related to café operations may be assigned by management from time to time.

The Floor Manager shall be accountable for the overall discipline, service quality and smooth functioning of the café floor during the assigned shift.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits

- Food provided

Work Location: In person

📌 Floor Manager (North Sikkim)
🏢 MSNC Foods
📍 North Sikkim