Floor Operations Supervisor

About This Role

🔹 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

• Fast-paced, customer-facing environment
• Requires flexibility to work shifts, weekends, and peak operational hours