Outlet Experience Supervisor

The Outlet Experience Supervisor is the strategic lead responsible for the pulse of the front-of house. This role oversees the daily synergy between Outlet Experience and Checkout Experience Associates, ensuring every touchpoint—from the first greeting to the final transaction—aligns with the BAKED. Standard of high-vibe hospitality. This role acts as a bridge between management and the floor team, driving customer satisfaction (CSAT) by maintaining operational consistency, handling customer feedback, and optimizing service flow during peak hours. Ultimately, the Floor Supervisor empowers the team to transform a busy shift into a flawlessly executed brand experience, making every guest feel like they are part of the BAKED. community.

Key Responsibilities:

• Supervises the daily activities of Outlet Experience Associates and Checkout Experience Associates to ensure 100% compliance with BAKED. SOPs and BAKED. Service Excellence.
• Creates and manages staff schedules to ensure adequate floor coverage based on Employee Deployment Standard.
• Monitors the execution of the BAKED. Service Sequence and step-in to assist during high volume periods.
• Proactively handles and resolves customer complaints or operational issues on the floor.
• Drives outlet Average Daily Ticket (ADT) by coaching the team on effective upselling and product knowledge (LTOs).
• Monitors and tracks inventory levels for consumables (take away packaging, paper towel, etc), cutleries, and merchandise.
• Ensures accurate counting, usage, and reconciliation of key inventory to reduce stock variance.
• Consolidates and packs takeaway/delivery orders with high attention to detail (correct packaging, order items, etc).
• Actively listens to customer concerns, offers immediate apologies, and executes "Service Recovery" steps to ensure the customer leaves with a "feel-good" experience despite the issue.
• Execute on-the-job training for Outlet Experience Associates and Checkout Experience Associates and mentor team members through BAKED. Silo Academy modules.

Job Specifications:

• Minimum 2–3 years of experience in a high-volume professional service or similar F&B role, retail environment with at least 1 year in a supervisory or "lead" capacity.
• High School Diploma or equivalent (Hospitality/F&B background preferred).
• Deep understanding of service quality and inventory management & forecasting at the service station.
• Proficient in ESB POS systems and staff scheduling.
• Strong communication skills, wise decision-making, and the ability to delegate effectively.
• Strong problem-solving skills with the ability to adapt and improvise to resolve challenges efficiently.
• Highly proficient in Microsoft Excel and Google Workspace, with strong analytical skills to support effective decision-making.
• Disciplined, action-oriented, high personal hygiene, and a "feel-good" attitude.

Work Location: In person