BOUTIQUE SUPERVISOR

Roles & Responsibilities The Boutique Supervisor is a customer-facing role at Birds of Paradise Gelato Boutique that manages the team of service crew and the boutique environment with the goal of delivering delightful experiences to every customer, according to company’s standards. ABOUT US At Birds of Paradise Gelato Boutique, our values of Quality, Balance, Trust, Care, and Delight guide us in working towards our vision and mission. VISION To make the world a better place through world-class gelato experiences MISSION To delight our customers To nurture our staff To contribute to community RESPONSIBILITIES Make every Birds of Paradise boutique a great place to visit by taking charge of your assigned boutique, ensuring operations are running smoothly every day; and by leading a best-in-class service that takes care of every customers’ experience through every touchpoint Manage, train and inspire the service crew in being good Birds of Paradise ambassadors and in delivering a best-in-class service Ensure compliance with company standards, standard operating procedures, and governing regulations DUTIES STRATEGIC Observe, improve & implement (in a sustainable manner) better ways of getting things done Forecast, plan and balance human resource and roster for the boutique Interview and assess service crew candidates for hire Forecast and project packaging usage and inventory DAY-TO-DAY Supervise boutique operations from opening to closing according to company standards & standard operating procedures, including: Punctual boutique opening; quick & complete closing Proactive engagement with customers (walk-in, text, phone calls, etc) Prepare & serve gelato & complementary products (including for deliveries, events) Accurate cashiering & reporting Handle customer complaints and feedback with warmth and tact Receiving and delivery of goods at boutique Proactively maintain entire boutique environment in tip-top condition according to company SOP, including Identify & implement measures for health & safety of staff & customers Ensure regular servicing is performed (e.g. pest control, drain management, aircon, freezers) Daily, weekly and monthly cleaning & maintenance of the boutique premises and equipment Organise storage areas Identify, implement & manage effective signage (relevance, effectiveness, cleanliness and condition) Create a nurturing environment through positive language, feedback and play Manage, train and provide feedback to service crew in consistently delivering best-in-class service that meets the company’s service standards; manage their morale, discipline & professionalism Submit accurate and timely reports on cashiering, inventory, etc. Monitor usage levels and procure consumables (e.g. cleaning, stationery) as required Supervise team at ad hoc off-site events (e.g. weddings, live-scoop events) Undertake ad-hoc duties as reasonably assigned from time to time WE ARE LOOKING FOR SOMEONE WITH A heart of service Strong work ethic (reliable, committed, go-the-extra-mile) High level of integrity and professionalism Warm & positive communicative skills An ambassador who believes in & embodies our brand vision, mission & values REQUIREMENTS & QUALIFICATIONS Diploma or higher Basic Food Hygiene certificate Proficient with Microsoft Office (excel, word) & Google Suites (google sheet, doc) Minimum 2 years of relevant working experience Shift work (5-day work week, including weekends & Public Holidays) REPORTING LINES Reports to Operations Manager SUCCESS IS WHEN Our boutiques are running smoothly and all on-ground issues are resolved in good time, i.e. all standard operating procedures and company standards are adhered to; staff are well-trained, in good spirits, and consistently perform to required service standards; customers are regularly delighted and their issues are resolved quickly. Tell employers what skills you have standard operating proceduresProfessionalismMicrosoft OfficeCustomer ExperienceCustomerfacingInventoryBusiness Process Improvementoperational processesfront of houseComplianceTeam LeadershipGreat Communications Skillscommunications skillsCashieringExcelTeam PlayerCustomer Servicetrain staffIntegrityManagement