Floor Operations Supervisor

🔹 Role Summary

The Operations Supervisor is responsible for overseeing daily floor operations, ensuring a seamless and high-quality customer experience, and supporting revenue generation through efficient operational execution. The role involves supervising frontline staff, maintaining service standards, and ensuring that all operational activities run smoothly, safely, and in alignment with company objectives.

🔹 Key Responsibilities

Supervise and manage daily floor operations across multiple functional areas to ensure smooth and efficient service delivery
Lead and oversee a team of 30–50 frontline staff, including cashiers, operators, hosts, cleaners, and technicians
Plan and manage staff scheduling, shift allocation, and attendance to ensure optimal manpower utilization
Provide on-the-floor leadership, coaching, and performance monitoring to maintain high service and operational standards
Handle customer inquiries, feedback, and complaints professionally, ensuring a positive customer experience
Monitor daily sales performance and implement upselling strategies to support revenue growth
Oversee cash handling procedures and ensure accurate POS operations, including opening/closing and reconciliations
Prepare and submit daily operational, incident, and sales reports to management
Coordinate closely with maintenance and technical teams to ensure all equipment and facilities are fully operational
Ensure compliance with company policies, SOPs, hygiene, and safety standards at all times

🔹 Requirements & Qualifications

Bachelor’s degree in Business Administration, Hospitality Management, or a related field
4–6 years of relevant experience in operations within hospitality, entertainment, retail, or similar service-oriented industries
Proven experience in supervising large frontline teams in a fast-paced environment
Strong leadership and people management skills with the ability to manage diverse teams
Experience in handling customer complaints and delivering high service standards
Familiarity with POS systems, cash handling procedures, and operational reporting
Ability to multitask, prioritize, and perform effectively under pressure

🔹 Core Competencies

High energy and strong floor presence with a hands-on operational approach
Disciplined and accountable, with a strong focus on enforcing standards and procedures
Sales-driven mindset with the ability to identify opportunities and maximize revenue
Customer-focused attitude with a commitment to delivering exceptional service experiences
Strong problem-solving skills with the ability to make quick and effective decisions
Detail-oriented with a focus on accuracy, quality, and operational excellence

🔹 Working Environment