Floor Supervisor

Job Summary

The Floor Supervisor is responsible for overseeing the day-to-day operations on the floor, ensuring exceptional guest experiences, operational excellence, and compliance with Reload Sanctuary's service standards. This role supervises frontline employees, coordinates daily activities across departments, resolves guest concerns, and ensures the facility operates efficiently, safely, and professionally at all times.

The ideal candidate is a hands-on leader with strong hospitality experience, excellent communication skills, and the ability to maintain premium service standards in a fast-paced wellness environment.

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Key Responsibilities

Daily Operations

• Supervise and coordinate daily floor operations to ensure smooth and efficient service.
• Ensure all operational areas are clean, organized, and fully prepared before opening.
• Conduct opening, mid-shift, and closing inspections.
• Monitor guest flow and ensure seamless coordination between departments.
• Ensure all facilities are maintained according to Reload Sanctuary standards.

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Guest Experience

• Deliver and maintain exceptional guest service throughout the property.
• Personally engage with guests to ensure satisfaction.
• Handle guest complaints professionally and resolve issues promptly.
• Ensure all team members provide friendly, attentive, and personalized service.
• Monitor guest feedback and implement service improvements.

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Team Leadership

• Supervise, motivate, and support frontline operational staff.
• Conduct daily briefings and communicate operational updates.
• Monitor staff performance and provide coaching when necessary.
• Ensure employees comply with company policies, SOPs, and grooming standards.
• Foster teamwork and a positive working environment.

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Operational Standards

• Ensure compliance with all SOPs, safety procedures, and operational policies.
• Monitor cleanliness, hygiene, equipment condition, and facility presentation.
• Coordinate with Housekeeping, Engineering, Reception, Gym, F&B, and Security to resolve operational issues.
• Escalate major operational concerns to management promptly.

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Health & Safety

• Ensure a safe environment for guests and employees.
• Respond appropriately to emergency situations following company procedures.
• Conduct routine safety inspections and report hazards immediately.
• Support emergency response, evacuation procedures, and incident reporting.

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Administration & Reporting

• Prepare daily operational reports.
• Record guest incidents, complaints, and maintenance requests.
• Monitor attendance and shift handovers.
• Maintain effective communication with management regarding operational performance.

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Requirements

• Minimum Diploma or Bachelor's Degree in Hospitality, Tourism, Business, or related field.
• Minimum 2-3 years of supervisory experience in hospitality, wellness, hotel, gym, resort, or lifestyle industries.
• Strong leadership and team management skills.
• Excellent guest service and problem-solving abilities.
• Good communication skills in English and Bahasa Indonesia.
• Ability to work flexible hours, including weekends and public holidays.
• Calm under pressure with excellent decision-making skills.

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Preferred Qualifications

• Experience in luxury hospitality, wellness centers, fitness clubs, spas, or premium lifestyle brands.
• Strong understanding of guest service excellence.
• Experience leading multicultural teams.
• Knowledge of health, safety, and emergency procedures.
• Certification in First Aid or Basic Life Support (BLS) is an advantage.
• Strong attention to detail and operational discipline.

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Key Performance Indicators (KPIs)

Operational Excellence

• Maintain smooth daily operations with minimal disruptions.
• Ensure operational readiness before opening.

Guest Satisfaction

• Achieve high guest satisfaction scores.
• Resolve guest complaints promptly and professionally.

Team Performance

• Maintain employee discipline and SOP compliance.
• Conduct regular coaching and daily briefings.

Facility Standards

• Maintain cleanliness, safety, and presentation across all operational areas.
• Ensure timely reporting and follow-up of maintenance issues.

Compliance

• Ensure adherence to company SOPs, grooming standards, and safety regulations.
• Complete operational reports accurately and on time.

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Work Environment

Reload Sanctuary operates in a dynamic, fast-paced wellness and hospitality environment. The Floor Supervisor is expected to lead by example, remain visible on the floor, anticipate operational needs, and ensure every guest receives a premium and memorable experience through exceptional leadership and attention to detail.

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Benefits

• Competitive Salary
• Service Charge (If Applicable)
• Staff Meals / Allowance
• BPJS Health & Employment
• Career Development Opportunities
• Professional Training
• Exposure to Leadership Development Programs