Floor Manager

Overview

The Floor Manager is responsible for overseeing complete floor and outlet operations during their shift at a bakery or food retail environment. This role involves managing staff, ensuring excellent customer service, driving sales, controlling inventory, maintaining hygiene standards, and handling cash and reporting duties.

Main Duties and Responsibilities

• Supervise all floor activities, including opening and closing the outlet smoothly.
• Monitor customer flow, service on the floor, billing processes, and overall guest satisfaction.
• Ensure bakery products are attractively displayed, fresh, and available throughout the day by coordinating with the production or kitchen teams.
• Lead, motivate, and schedule sales and service staff, maintaining attendance, grooming, discipline, and performance standards.
• Train new recruits on product knowledge, customer service, and company protocols.
• Manage daily sales targets, promote bakery items, special deals, and combos while encouraging the team to upsell and cross-sell effectively.
• Address customer complaints tactfully and resolve them promptly.
• Manage inventory by monitoring stock levels, ensuring timely replenishment, minimizing wastage, and enforcing FIFO/FEFO stock handling.
• Maintain high standards of cleanliness and staff hygiene, ensuring compliance with food safety and company standard operating procedures.
• Oversee cash handling and billing operations, verify POS transactions, and prepare daily operational reports regarding sales, wastage, stock, and any issues for management review.

Essential Skills and Qualifications

• Strong leadership capability with effective team management skills.
• Excellent communication and customer service aptitude.
• Sales-driven mindset with good understanding of bakery products and retail operations.
• Ability to manage customer grievances and perform well under operational pressures.
• Basic proficiency in POS systems, billing procedures, inventory management, and daily reporting.
• Professional grooming and a positive attitude are expected.
• Willingness to work in shifts including weekends and holidays as needed.

Preferred Experience and Education

• Graduate or 12th pass with relevant experience preferred.
• Between 2 to 5 years of experience in bakery, café, restaurant, QSR, or food retail environments, with exposure to team management favored.

Key Performance Indicators (KPIs)

• Achievement of daily and monthly sales targets.
• Customer satisfaction and efficient handling of complaints.
• Staff productivity, attendance, and conduct standards.
• Ensuring consistent product availability and proper display.
• Reduction in product wastage and discrepancies in stock.
• Adherence to hygiene and food safety protocols.
• Ensuring seamless daily operations of the outlet.